ECXO

APRIL 13, 2023

Business models and culture – business practices and approaches to customer experience can vary across countries. For example, some may prioritise customer satisfaction as a key business objective, while others may focus more on price or product. What do customers expect? Different, but the same.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Qualtrics

JULY 18, 2019

If this many people are spending money on travel and tourism, hospitality professionals must provide customers with an excellent guest hospitality experience to keep them coming back and to grow their businesses. Competition is steeper than ever and customers want to be delighted or they will choose another provider.

Hospitality 45

Hospitality Hospitality Artificial Intelligence CX 45

InteractionMetrics

APRIL 17, 2025

Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints. It offers custom question types, logic, and multilingual support, though its analytics are more basic compared to Qualtrics.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

SurveySensum

DECEMBER 18, 2024

Your customers’ tolerance level indicates how forgiving they are when faced with service interruptions or product inconsistencies. To improve customer tolerance level, you can: Add more customer touchpoints for assistance Enhance transparency about service issues Simplify accessibility and processes 3.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

SurveySensum

JULY 3, 2019

Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Understanding the growing expectations of guests can help you craft exceptional and personalized experience at different touchpoint. A personalized approach often attracts!

Net Promoter Score 74

Net Promoter Score Hospitality Hospitality Actionable Insights 74

Execs In The Know

MARCH 10, 2025

Its a tension every CX leader is managing, including when to lean into AI, when to reinforce human touchpoints, and how to make them work together. 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.

CX 94

CX AI CX Transformation Artificial Intelligence 94

Zendesk

NOVEMBER 9, 2021

In a recent experiment covered by NASDAQ , customer service quality was tested and measured across 3,000 of the top global travel and hospitality brands worldwide. At the onset of the COVID-19 pandemic, WestJet saw a 45X spike in customer service calls. Since Juliet launched, customer satisfaction (CSAT) has jumped 24 percent.

AI 90

AI Hospitality Hospitality Customer Satisfaction 90

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. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Hospitality 78

Execs In The Know

MARCH 13, 2023

Weingardt is responsible for marketplace support, all customer service support, the trust and safety division, the verification of guests and hosts, and touts herself as a customer obsession officer. Without customers, a brand cannot survive, let alone thrive. What Is Turo? Registration opens soon!

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Lumoa

OCTOBER 15, 2023

Not only does it elevate your response and accuracy rates (oh, and here are a few extra ideas to boost those response rates even more), but it also provides a clearer picture of what’s happening at various customer touchpoints and segments of the customer experience. Lengthy surveys? They won’t cut it here.

Customer Feedback 78

Customer Feedback Text Analytics Hospitality Hospitality 78

SurveySensum

AUGUST 2, 2024

Want to keep a finger on the pulse of customer satisfaction? Calculating the NPS score is not just about crunching numbers – it’s about understanding how your customers truly feel about your product, service, and overall brand. How do you calculate NPS for different customer segments ? NPS can do it for you.

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

Lumoa

SEPTEMBER 10, 2018

Asking for customer feedback in the right time and via the right channel will not only boost your response and accuracy rates ( here’re few extra ideas of how you can improve the response rates ), but also will help you to understand what’s going on in the different customer touchpoints and in the different segments of the customer experience.

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

Execs In The Know

MARCH 10, 2025

Its a tension every CX leader is managing, including when to lean into AI, when to reinforce human touchpoints, and how to make them work together. 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.

CX 64

CX AI CX Transformation Artificial Intelligence 64

SurveySensum

AUGUST 28, 2024

Chick-fil-A Chick-fil-A is a well-known name in the fast-food industry and has topped the list in this industry in the American Customer Satisfaction Index (ACSI), earning an overall score of 83 out of 100 in 2024. The attendants are trained to greet customers with a warm and friendly welcome and give their undivided attention to them.

Customer Experience 52

Customer Experience Text Analytics Hospitality Hospitality 52

Retently

FEBRUARY 21, 2024

Including open-ended questions or a comment box in your survey allows your customers to voice their experience and provide valuable feedback. By analyzing these comments, businesses can gain a comprehensive understanding of customer satisfaction and preferences. Cater to customer preferences and improve customer satisfaction.

Social Media 78

Social Media Engineering Customer Acquisition Retail 78

VOZIQ

APRIL 8, 2022

We have selected a few of our favorite books on customer experience, which we believe are worth reading in 2022 and beyond. What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint. This book will guide you on how to eliminate what customers hate and lead your market and customer satisfaction.

Customer Experience 40

Customer Experience Hospitality Hospitality Touchpoint 40

SurveySensum

JUNE 15, 2023

It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. Capture customer sentiment consistently across different touchpoints. A score of 35 can be a good score for the hospital industry but not a good score for the retail industry.

Text Analytics 52

Text Analytics Customer Satisfaction Close the Loop Hospitality 52

SurveySensum

OCTOBER 31, 2023

Now comes a question – How to measure customer experience? Measuring Customer Experience You can gauge the quality of your customer experience by using common metrics like the Net Promoter Score , Customer Satisfaction Score, and Customer Effort Score. Let’s talk about Customer Service.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

Zendesk

SEPTEMBER 27, 2022

According to the Zendesk Customer Experience Trends Report 2022, companies that lead with an omnichannel approach performed better across key CX metrics—they had faster response times and higher customer satisfaction scores. No one wants to be late, but if customers are given a quick heads up, they’ll be more forgiving.

CX 52

CX Social Media Transportation Omnichannel 52

Zendesk

MAY 3, 2021

Improving IT security, internal collaboration, offering customer service across multiple channels, and flexible technology are high priority touches for companies that have adapted to new workflows and processes. Knowing this, what should companies do next — and how? Financial Services & FinTech. Healthcare.

CX 52

CX Entertainment Manufacturing Healthcare 52

Retently

DECEMBER 11, 2024

Because companies that measure and act on customer satisfaction dont just stay afloat they grow. Satisfied customers arent just happy; theyre more likely to stick around, recommend your brand, and keep coming back for more. Use results to identify trends, prioritize changes, and show customers their input makes a difference.

Touchpoint 91

Touchpoint Actionable Insights Start-ups Customer Satisfaction 91

Lightico

DECEMBER 20, 2021

death certificate for life insurance claims, hospital bills for health insurance claims). Those gaps force insurers’ hands into processes that require multiple steps and touchpoints, which wastes time and resources for employees. Typically, they must also: Provide a copy of their government-issued ID.

Hospitality 98

Hospitality Hospitality Start-ups Sales 98

PeopleMetrics

JANUARY 28, 2021

and I was arguing back then that as long as we had the permission of the customer to have a follow-up, that we're doing the customer a service, and this is not market research what we're doing - this is customer experience management. We're measuring after a touchpoint, hopefully a "moment of truth."

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

Qualtrics

FEBRUARY 16, 2021

Within the hospitality service sector, great guest experience is a well-known cause of happy reviews and repeat business. Listen to how travel and hospitality organizations are reimagining the guest experience. Guest expectations are changing and the hospitality industry needs to adapt. What is guest experience? using Slack).

Hospitality 49

Hospitality Hospitality Net Promoter Score Start-ups 49