Execs In The Know

MARCH 4, 2022

Armed with these insights, organizations can make data-driven decisions about the next best action to achieve the desired outcome, whether that means making a sale, resolving a customer concern, or preventing customer churn. Customer Journey Mapping vs. Customer Journey Analytics.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

ECXO

JUNE 11, 2023

How do customers experience your brand – across touchpoints? Develop a customer journey map – (re)mapping the customer journey will help you identify areas where you can improve the customer experience. How have journeys changed since Covid? Where are the pain points?

B2B 130

B2B B2C Touchpoint Actionable Insights 130

C3Centricity

JANUARY 13, 2021

Starting from a personal experience in the hotel industry, this article shares the lessons learned that are applicable to all industries in how and why we all need to understand and follow our customers’ journey. How to Improve Customer Centricity in Hospitality. Is Packaging Part of Product or Promotion?

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

CX Accelerator

APRIL 30, 2018

Lauren Lombard is the Corporate Trainer for a mid-sized company supporting four clients in the travel / hospitality industry. If nothing else always remember, if you believe what they do is amazing, so will they.

CX 140

CX Customer Journey Map Hospitality Hospitality 140

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview. About Jackie.

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

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

Experience Investigators

JULY 26, 2022

Collaboration can only happen if there is a universal standard on what a successful customer experience means. Customer experience is a set of tactics disconnected from strategy. We have seen how customer-facing employees like restaurant servers and cashiers can make someone’s day. Challenge #3.

CX 52

CX Sports Customer Journey Map Hospitality 52