PeopleMetrics

FEBRUARY 12, 2018

They want customers to leave their hotel or restaurant feeling like “wow - that was an amazing thing that I just experienced.”. Treat every customer like a house guest. High-end hospitality companies approach their customers as guests. Treating customers like house guests can dramatically improve customer experience.

CX 64

CX Hospitality Hospitality CEM 64

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. If you're a hotel, you may think about the first interaction guests have with the doorman, or the team at the front desk. Photo by Damian Gadal on Flickr).

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

Fonolo

JANUARY 14, 2020

There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Customer Bliss

JUNE 6, 2017

Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. Prior to joining Peloton, Brad led strategy and global operations for Starwood Preferred Guest (SPG), Starwood Hotels’ award-winning loyalty program with over 21. About Brad. Vertical integration.

Social Media 59

Social Media Start-ups Gaming Technology 59

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. Free Live Chat Software for Unlimited Agents. Since the use of the webinar software has enjoyed a steep increase, chatbots are here to help too. Due to the virus outbreak, the industry that received one of the strongest hits – is the hotel business.

Customer Satisfaction 53

Customer Satisfaction Social Media Sales Artificial Intelligence 53

Intercom, Inc.

MARCH 12, 2020

He’s spent his career advocating for customers, going all the way back to the age of 12, when he performed a magic show for children at a birthday party and his parents taught him the importance of sending thank-you notes to clients and asking for their feedback. My dad said: “Call them up, and make sure they’re happy.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Zendesk

FEBRUARY 25, 2022

The report, in partnership with LeanIn.Org, found that men are far more likely to rise to manager positions than women, creating a barrier for women to progress to more senior leadership levels. For every 100 men promoted to manager, only 86 women are promoted, according to McKinsey. Find your network of champions. McKinsey research.

Customer Service 98

Customer Service Contact Center Start-ups Engineering 98

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform. Solicited & Unsolicited Feedback.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

Intercom

DECEMBER 14, 2023

Our very first guest in 2023 was Bill Price , author of The Frictionless Organization , and he summed up what he thinks makes good and bad customer service. If you want to know a particular detail, the software on your side is smart enough to put that in the summarized version of it. Will a hotel do?” You take a year or two out.

AI 98

AI Start-ups Legal Technology 98