How Hospitality and Entertainment Brands Can Future-Proof the Guest Experience

inmoment

Unfortunately, typical survey approaches cannot capture the emotion that makes these experiences memorable. In my experience, providing surveys with open-ended questions, reading comments and analyzing the common themes therein are an effective means of identifying today’s drawbacks and successes.

Gen Z Rely on the Internet Primarily for Social Media and Entertainment

CSM Magazine

The Future of Digital Experiences” study, which surveyed 1,005 people in the EU ages 14 – 59, found that for Generation Z – those born from 1996 to the present – the digital experience is their human experience. Unlike their predecessors, who use the internet mainly to source information, the research found that 86 percent of Gen Z rely on the internet primarily for social media and entertainment, demonstrating a marked shift from “inform me” to “entertain me.”

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How to Use Surveys to Land More Business Leads

GetFeedback

That’s where surveys come in. . Today’s technology makes it easy for businesses to design , create and distribute customer surveys. This post will cover three ways that surveys can be used to help you drum up more leads for your business at different stages of the customer journey. . Let’s go over some of the different ways you can use surveys to help you land more leads for your business. How to use surveys to engage your audience. Online Surveys

Fervent Fans Give Customer Feedback to Verint for Turnkey Intelligence

Verint

Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. The company determined it had outgrown its “homegrown” survey tool and was searching for a more scalable, flexible and robust solution to meet the needs of its customer research group.

Did the Review Economy Kill Surveys?

Ann Michaels and Associates

With the rise of reviews online and social media, many companies have opted out of sending their clients surveys altogether. Do surveys still play an important role? The Case For Surveys. Whether you are using mystery shopping or customer surveys, a business in today’s climate can never have too much customer interaction. The Voice of the Customer is still heard the loudest in the form of surveys. Keep your surveys short and to the point.

Smart Home Experience should be Simpler – Consumer Survey

TechSee

The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. According to data from a new smart home experience survey , the Taylors are not alone in needing more effective support. The post Smart Home Experience should be Simpler – Consumer Survey appeared first on TechSee.

Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

While they have to this point largely been dominated by games and entertainment, these immersive technologies are poised to change how people interact with brands’ products and services in more everyday ways. Complete this short survey. The metaverse.

Amazing Business Radio: Martin Powton

ShepHyken

7 Secrets for Successful Surveys . How would you like to provide a better survey experience for your customers? They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers. . Top Takeaways: Seven Secrets of Successful Surveys. Personalization – Personalize your surveys, including the customer’s name, for example. to Improve Surveys – Use A.I.

Three Questions To Ask Yourself To Understand What Customers Really Want

COPC

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. These results also hold true when the survey answers are simplified to either “self-help system” or “human agent,” doing away with adjectives like “effective” and “friendly.”. Starting in 2017, a similar question was introduced into the CXMB Series Corporate Edition survey (Figure 3). “What do our customers really want?”

The Power of Classroom Learning

Horizon CX

I attribute that permanent learning of mine to the tall instructor with the bowtie who led that class and introduced these writing concepts in a fun and entertaining way and for providing an environment that allowed us to even question those ideas and grammatical usage to our ultimate satisfaction. Communication Customer Experience Empathy Training Workplace customer experience employees Learning Net Promoter NPS sales surveys voice of the customer

Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience

ShepHyken

Content can be designed to raise revenue, sell products, educate, or entertain the consumers. The same study highlighted that 73% of customers worldwide love to watch videos on social media that are entertaining. #3.

The 5 Senses of Fan Research

ThriveableBiz

What’s MISSING from market research(Fan Research) for entertainment brands? And what to do about those falling response rates, and the same old surveys? What are the roadblocks to being more engaging, and actionable? I call it the 5 SENSES OF FAN RESEARCH. Purpose 2. Community 3. Fun 4. Value 5. Influence And not forgetting the SIXTH […]. The post The 5 Senses of Fan Research appeared first on cliizii. Blog Posts Our Blog

The 5 Senses of Fan Research

ThriveableBiz

What’s MISSING from market research for entertainment brands?What And what to do about those falling response rates, and the same old surveys?I What are the roadblocks to being more engaging, and actionable?And I call it the 5 SENSES OF FAN RESEARCH.1. Purpose2. Community3. Value5. InfluenceAnd not forgetting the SIXTH SENSE. Find out more at the end.Being a fan is […]. The post The 5 Senses of Fan Research appeared first on Cliizii. Blog Posts Our Blog

Amazing Business Radio: Adam Alfia

Shep Hyken

He has a firmly entrenched background in high-end hospitality and entertainment. ” “If you’re not using the information your customers share within your surveys to drive change, you’re just creating the illusion that you care.”

Self Install: How Visual Assistance Streamlines Device Setup

TechSee

Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process.

Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have?

Nicereply

By comparing your survey results to other companies, you add context to your scores. You might be looking at your latest survey results and wondering…. By comparing your survey results to other companies, you add context to your scores. Entertainment: High: 96%.

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

They still prefer brick-and-mortar stores, with 67% of those surveyed reporting that they still prefer buying at their local retailer even if the item is available online. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff.

CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm

TechSee

Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. Whirlpool, a global leader in smart appliances, shares insights from their global survey. If you’re in the Smart Home or Smart City business, CES 2019 is a must visit.

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

They still prefer brick-and-mortar stores, with 67% of those surveyed reporting that they still prefer buying at their local retailer even if the item is available online. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff.

Guest Post: Predictions for Customer Behaviors and Digital CX Trends in 2022

Shep Hyken

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. Whether it is an app, a survey, an email-embedded link, or anything digital, ensure that it works on smartphones and tabs. .

Being Good At CX Is Not Good Enough – Jennifer Parnell, DGM – Customer Engagement, BookMyShow

Customer Guru

BookMyShow is India’s largest entertainment ticketing portal today, launched in Aug 2007 as India’s first ticketing aggregator. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers. Being the largest entertainment ticketing platform in India, needless to say, we take CX very seriously. Through focus groups, social listening, surveys or other methods, this can be achieved to a great extent.

The Surprising Answer to the FinTech Threat

Verint

While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people. A Verint survey of more than 24,000 customers across 12 countries, in collaboration with research firm Opinium, provided some important insights on how to find the right balance between digital and human customer service.

Majoring in Customer Experience

CX Accelerator

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. While business was the most common field of study for those completing the survey, it’s by no means the only path to a career in CX.

5 Top Customer Service Articles For the Week of May 28, 2018

ShepHyken

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. Power survey that says 67% of consumers have used social media to resolve customer service issues. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

What Is a Good Net Promoter Score

ProProfs Chat

Net Promoter Score is primarily obtained through surveys. A typical NPS survey looks like this: The customer is asked to give a rating from a mark of 0 (not at all likely) to 10 ( extremely likely). Using the tool, marketers can share NPS surveys via numerous channels in just a click.

Are you Lovin’ or Hating McDonald’s New CX?

Beyond Philosophy

Does anyone else find it entertaining that in China they order American Take Out? When McDonald’s surveyed their major markets, they found that nearly 75% of the population of these areas lives within three miles of a location. To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits.

2021: The Year of the Contact Center

DMG Consulting

Everything that could go virtual did, and the businesses that had this option were the lucky ones, unlike some of their peers in the entertainment and retail world. . of survey respondents indicated the importance of prioritizing the customer experience.

5 Top Customer Service Articles of the Week 3-14-2022

Shep Hyken

MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes.

5 Reasons Not To Ignore the Rants of Your Call Center Agents

Uniphore

So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. So, we had to make their rants more entertaining. You listen to your customers on social media.

Why is my smart device making me feel dumb? The challenges of onboarding IoT devices

TechSee

According to a recent survey by TechSee, 76% of customers prefer self-installation for home electronic devices, and visual guidance has emerged as the solution of choice for the majority of customers. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Alexa has already proven capable of controlling smart home cameras, entertainment devices, lights, locks, and thermostats, and others.

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received. The next step in analysis and guidance to the company was to identify which tactics, diagnostics in the survey, could move the organization’s customers to a more bonded state. Michael Lowenstein, Ph.D.,

B2C 221

5 Top Customer Service Articles For the Week of July 11, 2016

ShepHyken

One of my favorites is the convenience fee that’s levied when ordering concert or other types of entertainment tickets online. Leaders are responding to the last round of surveys. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. “Oh

Make QA Matter: Introducing Tethr’s Agent Impact Score (AIS)

Tethr

A CEB (now, Gartner) survey a few years back showed that a mere 12 percent of service leaders were confident that their QA process delivered tangible business results. Are you entertaining a broken system?

3 ways to turn your contact centre into a revenue generator

Enghouse Interactive

Also, for companies that charge a monthly subscription, from many gyms to entertainment companies such as Netflix and Spotify, poor service will cause customers to immediately cancel their contracts, directly hitting revenues. For example, customer feedback surveys can analyse if a poor customer service interaction has triggered a customer to leave and provide insights on how this can be avoided in future.

The Biggest Challenge for Companies: Lack of Customer Knowledge

CSM Magazine

Survey of marketing decision-makers reveals major hurdles in updating CX strategies. Lack of customer insights is the biggest challenge to a successful customer experience strategy for 54% of marketers surveyed.

5 Things You Can’t Forget about CX During the Vacation Season

Beyond Philosophy

By making it entertaining while you deliver the usual safety demo, you surprise your Customers, and except the rare curmudgeon, you make them laugh. However, a survey question that I received after my stay summarizes it. Right now, people from all over the world are leaving their schedules, their responsibilities, and their diets at home and getting away for much-needed rest.

Jeanne Bliss: How to Get Your CEO to Care About Customer Experience

Toister Performance Solutions

For example, a transactional survey score might tell you if customers were generally happy when they visited your store, called customer service, or tried out your latest product. That’s far more important to customers than a survey or the lead time on a needed part.

Brouhaha in Broadcasting: The Cable Digital Transformation

TechSee

No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. The cable industry is at a crossroads.

Best Practices for Call Center Quality Assurance

TeleDirect

With timely surveys and follow-up communication, you’ll have an ear to the ground on critical feedback. Legendary performances aren’t limited to the sporting arena or entertainment field.

What Covid-19 has Taught Telecoms about Customer Experience Management

Quadient

This was the conclusion reached in a June 2020, Quadient-commissioned survey of 2,000 telecom customers across the UK titled, “Is Telecoms Customer Experience Fit for Purpose in the Time of Covid-19?”. What Covid-19 has Taught Telecoms about Customer Experience Management. Stephanie Clarke.