Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Makes Your Customers Feel Heard. Thousands, right? Thousands again. Through after-call surveys.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Fonolo

SEPTEMBER 25, 2018

Customer service in Japan is internationally regarded as some of the best in the world and unlike any other. So, what is at the core of this reputation for exceptional hospitality and customer service? Japanese hospitality centers around a term called ‘omotenashi’: ‘Omote’ means ‘public face’, and ‘nashi’ means ‘nothing’.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

Lumoa

SEPTEMBER 10, 2018

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. Now, as we’re on the same page, why exactly should you find a different timing of collecting customer feedback than doing it quarterly or annually?

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

Callminer

FEBRUARY 27, 2019

.” — Ruchika Sharma, 12 Voice of the Customer Methodologies to Generate a Goldmine of Customer Feedback , Hubspot; Twitter: @HubSpot. Anticipatory service is the highest level of service, and it’s here that hospitality organizations shine. Hospitality isn’t just about providing what a customer (guest) asks for.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

InteractionMetrics

APRIL 17, 2025

Its a curated list of 17 Qualtrics alternatives, each chosen for a specific strengthwhether thats streamlined online surveys, better integrations, or smarter ways to tie customer feedback data to revenue. (If AskNicely AskNicely is a great fit for service-focused teams that need fast, actionable customer feedback.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Bill Quiseng

APRIL 18, 2021

Or be sure to read “ Delivering Effective Social Customer Service ” by Carolyn Blunt and Martin Hill-Wilson. And if you want your employees to make it a habit to deliver outstanding customer service, you need to make it a habit to thank them when they do. Educate them on what great customer service looks like in your business.

Social Media 167

Social Media Customer Service Education Retail 167

Fonolo

APRIL 19, 2018

In this clip from Little Britain, the hospital receptionist, Carol is not only unhelpful, she’s completely insane. A little girl comes in to get her tonsils removed, but the hospital has her scheduled for a double-hip replacement. Making the Most of Customer Feedback. Know What Makes Customers Tick.

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

Fonolo

NOVEMBER 27, 2018

Increased Customer Satisfaction. The Ritz-Carlton is a prime example of a company that puts their money where their mouth is when it comes empowering their customer service employees. This hospitality company gives each employee up to $2000 (per guest!) We’ll talk about: Impact of Messages on Customer Service.

Customer Service 119

Customer Service Contact Center Hospitality Hospitality 119

ECXO

MAY 29, 2024

Driving Continuous Improvement Continuous improvement in the context of customer experience is a relentless pursuit of refining products, services, and processes in alignment with customer feedback and evolving market trends.

CX 156

CX Innovation E-commerce Real Estate 156

Experience Investigators

OCTOBER 3, 2023

With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Execs In The Know

MARCH 10, 2025

Frid Edmond, Senior VP of Global Customer Engagement Centers at Marriott International , opened Day 2 with a powerful keynote on navigating large-scale transformation in the hospitality industry. Customer Shop Talks and Moments of Brilliance Smaller, expert-led discussions offered deep dives into CX strategies and AI implementation.

CX 94

CX AI CX Transformation Artificial Intelligence 94

InteractionMetrics

JULY 22, 2019

You would also expect doctor’s offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience. In other words, you would expect their patient surveys to be relevant, well-written, and to the point.

Hospitality 77

Hospitality Hospitality Healthcare Customer Feedback 77

Intercom, Inc.

OCTOBER 29, 2019

At Intercom, we have benefitted from customer segmentation in these ways: Describing customers in a common way across go-to-market, product, and engineering. For example, our Sales team is now able to give segmented customer feedback to our product leaders to influence our roadmap.

B2C 184

B2C Finance Engineering Healthcare 184

CX Journey

JUNE 19, 2015

The customer room will contain details about the customer ( personas ) and the customer journey; it will include artifacts from that journey, including screenshots, pictures, relevant tools and processes that the customer uses or interacts with (e.g., Jude’s Children’s Hospitals, and Bombardier Aircraft.

Invoicing 82

Invoicing Customer Journey Map Hospitality Hospitality 82

Shep Hyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Customer Bliss

JUNE 6, 2018

Then, he spent time gathering customer feedback from call centers, social media, etc. He also gathered information from the Hertz hub, an online community to tap into a group of loyal customers to get immediate feedback.

VOC 88

VOC CX NPS Hospitality 88

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Not always, but often.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. In a time of endless choices, interpreting customer feedback is key to staying competitive – a lesson Airbnb excels in.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Hospitality 78

Lumoa

MAY 29, 2018

If you collect NPS (or other customer experience metric) in the right way , this information is already available to you. People often forget that customer experience is not a number. The most precious information you can get from customer feedback is actually the text feedback that will help you to shape your business strategy.

Hospitality 83

Hospitality Hospitality NPS Sales 83

InteractionMetrics

JULY 22, 2019

You would also expect doctor’s offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience. In other words, you would expect their patient surveys to be relevant, well-written, and to the point.

Hospitality 60

Hospitality Hospitality Healthcare Customer Feedback 60

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. Not always, but often.

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

Shep Hyken

JANUARY 7, 2022

However, look at the volume of customer feedback you get and separate them into legitimate issues and surface-level whining. With more than 16 years of experience in the attractions industry, Josh specializes in guest experience, including hospitality standards, complaint resolution, and guest feedback.

Entertainment 77

Entertainment Hospitality Hospitality Start-ups 77

SurveySensum

JANUARY 16, 2025

Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc. Lets now explore some pros and cons of Qualtrics.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

AUGUST 2, 2024

Efficiency and Accuracy : With ChatGPT you can process and analyze a large number of customer feedback and reviews in a matter of minutes, increasing team productivity and efficiency. Scalability and Flexibility : With ChatGPT, handling increasing volumes of customer feedback has never been easier.

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

Execs In The Know

MARCH 4, 2022

Because the customer journey doesn’t end with the purchase, customer analytics solutions go past the point of purchase to monitor and analyze behavior through customer service interactions and beyond. To learn more about this and other critical CX topics, register for Execs In The Know’s Customer Response Summit Clearwater.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Execs In The Know

MARCH 10, 2025

Frid Edmond, Senior VP of Global Customer Engagement Centers at Marriott International , opened Day 2 with a powerful keynote on navigating large-scale transformation in the hospitality industry. Customer Shop Talks and Moments of Brilliance Smaller, expert-led discussions offered deep dives into CX strategies and AI implementation.

CX 64

CX AI CX Transformation Artificial Intelligence 64

PeopleMetrics

JANUARY 18, 2022

It can come in a number of forms, from comprehensive customer experience (CX) platforms to simple online survey tools. However, the core purpose of any customer satisfaction software is to collect, track, organize, and store customer feedback. What is customer experience software?

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

Confirmit

MARCH 22, 2020

Depending on survey audience, surveying would be viewed as inappropriate (education/schools/universities, healthcare/hospitals, travel/hospitality/dining, entertainment, businesses where respondents are displaced from their normal workspace and largely inaccessible), and would most likely be seen as such.

Customer Experience 52

Customer Experience Hospitality Hospitality B2C 52

Confirmit

SEPTEMBER 27, 2017

Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

SurveySensum

DECEMBER 18, 2024

For instance, during the COVID-19 pandemic, businesses faced operational challenges, and customer patience was tested. Industries like travel, hospitality, and airlines saw the largest NPS drops (24 – 28 points), while industries like health insurance and fast food were less affected. points globally during the pandemic.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

InteractionMetrics

JULY 22, 2019

You would also expect doctors’ offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience. Modern companies should streamline their customer feedback and link customer information to their surveys. The State of Patient Satisfaction.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

InteractionMetrics

JULY 22, 2019

You would also expect doctors’ offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience. Modern companies should streamline their customer feedback and link customer information to their surveys. The State of Patient Satisfaction.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

Zendesk

SEPTEMBER 23, 2022

The challenge is complex: making it easier for healthcare consumers (which is most people, at some point) to get what they need, and making it easier for those on the front lines of customer service to facilitate that for them. Smaller companies can still deliver 24/7 customer support and allow customers to choose how they get in touch.

Healthcare 52

Healthcare CX Hospitality Hospitality 52

RateMyService

AUGUST 20, 2024

Consider McDonalds UAE, which sent a thoughtful note and a free meal to a customer who ordered from a hospital. Continuously improve: Regularly review and update your data practices based on customer feedback and evolving regulations. However, the line between personalised and intrusive can be dangerously thin.

Customer Experience 52

Customer Experience Legal Hospitality Hospitality 52

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. The hospitality platform SevenRooms needed to pivot to help restaurants affected by COVID-19. Case Study: SevenRooms.

NPS 78

NPS Sports Hospitality Hospitality 78