The hospitality industry focuses heavily on face-to-face communication. However, the digital revolution has now forever changed almost every aspect of our world — perhaps none more so than customer service.
The race to own customer experience is on! Customer experience research (CXR) is the process of collecting data regarding the experience customers have with a company. As straightforward as it may sound, CXR is a complex equation that goes as deep as the data will allow.
Bad customer service is costing businesses BILLIONS. $537 billion to be precise, according to Vision Critical. With today’s technology when a bad interaction is shared in an instant, businesses cannot afford a negative customer experience.
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Since the Wright brothers first flew Kitty Hawk in 1903, airplanes have come a long way. However, despite the many advantages of air travel, customer service is one of the few things airlines are rapidly tarnishing their reputation over. Read more
If you think ‘CXR’ is a buzzword or marketing trend, think again.
In the hospitality space, customer experience is everything. And in 2019 the increasing standard of living, high disposable income and a hunger for perfection has given the luxury hotel industry a list of high expectations to be met.
You should always be observing and learning from your customers even in the digital world: Their habits, behavior, and feedback all measure the strength of your company’s relationship with its customers. If you’re not watching your customers, your competition is. Read more
As a business, your online reputation is incredibly precious. As more consumers rely on online research, your brand’s reputation can make or break your business. Read more
Congratulations to BARE International for earning Elite Company status from Mystery Shopping Professionals Association Americas. This will be the fifth consecutive year BARE has earned this prestigious title. Read more