Customer experience in the travel industry has changed big-time over the last decade. Long gone are the days of traipsing into a travel agent to book a flight. Nowadays, there aren’t just websites to tell you what the cheapest deals are – you can even find out things like when’s the best time to book, making sure you always secure the lowest price.
While this all sounds like great news for jetsetters, it does mean travel brands have entered a race to the bottom in terms of price, leaving customers scratching their heads when it comes to working out which service is actually best. After all, short of operating at a loss, brands can’t afford to keep slashing their prices, they need to find other ways of standing out in a crowded market.
The most obvious way of doing this is by offering a customer experience that cruises 35,000 feet above the competition – and we don’t just mean lavishing on the free bubbly. As anybody whose luggage has ever ended up in Bangkok when they’re in Birmingham will tell you, travelling is loaded with opportunities for things to go wrong.
This goes to show, a great customer journey isn’t just about the added extras, it’s about the way brands handle problems – and for a one-way ticket to improving in this area, you need plenty of customer feedback.
https://uplandsoftware.com/rantandrave/resources/blog/why-brands-must-capture-feedback-from-the-silent-traveller-to-improve-cx/
No one likes to hear negative customer feedback, but savvy marketers know that unhappy customers give you powerful insight into what’s working—and what’s not—with your product or service. In this article, SurveyMonkey CMO Leela Srinivasan shares tips for making tough feedback a powerful pillar of your marketing strategy. You’ll learn the importance of getting curious about feedback, how to create appropriate outlets for collecting it, and why it’s vital to get negative feedback in front of your team so you can move beyond measurement to understanding and acting on what you hear.
We live and work in the Feedback Economy. The ubiquity of the web and the rise of social media, coupled with the age-old desire for humans to be heard, means that feedback has suddenly become pervasive, public, and powerful. You can find billions of reviews of products, services, restaurants, travel destinations, company cultures, and CEOs online. Recent SurveyMonkey research found that 85% of people will leave feedback after a good experience, and 81% will leave feedback after a negative experience. That’s a lot of people commenting on how you’re doing.
https://www.martechadvisor.com/articles/customer-experience-2/how-to-put-negative-customer-feedback-to-work-for-you/
Spokeo is an online people intelligence service that helps you search, connect, and know who you are dealing with. Spokeo is used to find old friends, identify unknown callers, or research prospective dates. Professionals also use it to find new customers or to prevent fraud. The services organises over 12 billion records from thousands of US-based, publicly available data sources into easy-to-understand reports that include available contact info, location history, photos, social media accounts, family members, court records, work information, and much more. This organisation firmly believes that, ‘knowledge is a quick search away’.
https://mopinion.com/spokeo-selects-mopinion-as-its-voc-solution/
Can you do a good job if you only have a third of the information you need to get the job done? Probably not – yet that’s what most companies do every day.
The average response rate to a customer survey is 33%, according to recent research from SurveyAnyplace.
So what do the other two-thirds think?
What if it’s only your fans responding? You might mistakenly think you’re awesome. Meanwhile you have a lot of haters out there, and you aren’t changing anything.
Or what if it’s only your dissatisfied customers responding? You might conclude your experience is awful, and waste resources trying to fix it when, all along, two-thirds of your customers really like you.
The cure? Get more feedback from more customers more often.
The problem is how.
This can help – five research-proven tips on improving survey responses.
https://www.customerexperienceinsight.com/how-to-get-more-customer-feedback/
"We put the customer first!"
You've definitely heard this phrase before -- and probably from more than one company. This statement is a foundational promise in countless mission statements, website headlines, and choruses of customer service teams everywhere. Today, it's hard to find a company that doesn't say, "we put the customer first" in some part of their messaging.
But here's a tough question: how many of these companies go beyond a marketing message and actually take the necessary steps to put their customers first?
According to new HubSpot research -- not nearly enough of them. We found that an astonishing 42% of companies don't survey their customers or collect feedback.
How can your company claim to put the customer first if you aren't making the effort to listen to what your customers have to say?
https://blog.hubspot.com/service/state-of-service-2019-customer-first/
Reviews are a powerful marketing tool and a source of unstructured feedback. The more you collect, the easier it is to quickly identify and solve product issues and uncover patterns.
We’re all well aware of the fact that reviews are a pretty big deal. 97% of online shoppers say they’re influenced by reviews, and another 88% say that reviews are the most important factor when it comes to making a purchasing decision.
For brands, reviews are a powerful marketing tool and a source of candid feedback. The more you collect, the easier it is to quickly identify and solve product issues, uncover patterns, and pick up on the things that inspire rants and raves among customers.
Here, we’ll go over some ways that you can get customers to leave more (positive) reviews.
https://www.business2community.com/marketing/10-ways-to-increase-online-reviews-02239159/
Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience.
Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post.
The most common channels
There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home):
Websites: refers to customers visiting websites to gather information about a company. Can include both mobile and regular versions of the website.
Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it.
Contact Center: an important touchpoint where customers call for more information or assistance. Online chat is another part of modern contact centers.
In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel.
Field Services: customers interact with a company in their home.
https://www.business2community.com/customer-experience/consistent-feedback-around-all-customer-touchpoints-02240513/
Discover new ways of meeting customer expectations by going straight to the source! Ask your customers directly what they think of your website / mobile app.
https://marketplace.mopinion.com/survey-templates/cx-customer-feedback-survey/
It’s time for our September Employee in the Spotlight! Last month we interviewed one of our newest colleagues Haris from the development team. This month, we’re switching gears and would like to introduce you to our Office Manager, Tessa Goudswaard.
https://mopinion.com/employee-in-the-spotlight-tessa-goudswaard/
What can we learn from Netflix’s attention to customer experience? Against the odds, Netflix has achieved an astonishing rise. How did we get to spending an evening chilling, ‘with Netflix’?
The ultimate example of a company disrupting an industry with customer experience?
Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. An impressive feat, considering the company not too long ago was a small upstart facing up against the goliath of it’s time in Blockbuster. The rise of the entertainment platform is a true tale of disruption.
In this article, we’ll dig deep and explore what lessons you can learn from Netflix. The goal of the post is to distil some of the actionable key takeaways for customer experience practitioners. Shedding light on how Netflix ensure that customer experience is at the heart of their business and decision making.
https://www.business2community.com/customer-experience/the-relentless-pursuit-of-the-perfect-customer-experience-a-netflix-story-02240302/
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