September 24, 2014
Customer Experience

Learn Hilton’s Secrets for Tripling Its Number of More-Than-Satisfied Customers

The hospitality industry is famously competitive when it comes to delighting guests. But despite this stiff competition, Hilton Worldwide has won consistent acclaim as a leader in guest experience. This year, that acclaim included some prestigious hardware — the 2014 Gold Medal for CRM Excellence from Gartner and 1to1 Media. There’s an inevitable question that …

Michelle de Haaff
Author:
September 8, 2014
Customer Experience

How Hilton Worldwide Gets 21% More Spend from Happy Customers

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For many of the world’s leading hospitality brands, building guest loyalty is a top priority. Hilton Worldwide understands the value of this more than most: after a three-year study across their entire family of brands, Hilton found that customers who receive a great experience spend on average 21% more than customers who don’t. But how …

Michelle de Haaff
Author:
September 2, 2014
Customer Experience

EBOOK: 3 Ways to Increase Revenue Through Customer Experience Improvement

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Customer experience improvement on your mind? You’re among a growing coterie of business leaders that understand its increasing value as a differentiator in a competitive global market. You understand that customer expectations for great, frictionless experience have never been higher. But while the need to deliver delightful experiences to customers is intuitive — successfully doing …

Michelle de Haaff
Author:
August 25, 2014
Customer Experience

VIDEO: 7-Eleven’s Head of Digital Innovation, Medallia’s CCO, and Ina Fried Fireside Chat at GrowthBeat

Given mounting customer expectations, how do today’s companies create fierce loyalty amongst their customers? This was the topic of conversation at a fireside chat at VentureBeat’s recent GrowthBeat conference, in which Re/code’s Ina Fried moderated a conversation with Medallia’s CCO, Ken Fine, and 7-Eleven’s Digital Innovation team leader and co-founder of 7-Ventures, Mike Debnar. Ina, …

Michelle de Haaff
Author:
August 7, 2014
Customer Experience

The Value of Customer Experience, Quantified

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This article was originally published in the Harvard Business Review on August 1st, 2014. Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to our friends and family. But …

Peter Kriss
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