Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps. Who took them?

Hotels 52

Hotels Marketing Guest Experience Travel 52

ShepHyken

SEPTEMBER 4, 2023

The five ideas in this article are exactly what he uses when leading his team to deliver a great guest experience. Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp?

Article 67

Article Customer Service Hospitality Hotels 67

Think Customers

MAY 14, 2015

Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Last week, I stayed in two different hotels in the greater Atlanta area.

Guest Experience 75

Guest Experience Hotels Blog Brands 75

Smith+co CX

FEBRUARY 27, 2018

When a disruptor brand enters a market, the traditional operators are forced to take stock and respond. By their very nature, a disruptor product has re-written the customer experience in such a way that it appeals to the frustrated and disillusioned consumer pretty much instantly. Which hotels need to be worried? Maybe it is.

Hotels 28

Hotels Brands Hospitality Sports 28

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hospitality 48

Avaya

MARCH 13, 2017

Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. So, why do 65% of customers still believe they put in more effort than a brand to resolve service issues?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

inmoment

NOVEMBER 26, 2019

Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. . Finance: Think finance is removed from guest experiences? Think again.

Feedback 40

Feedback Guest Experience Webinar Interaction 40

SurveySparrow

JUNE 30, 2023

This blog will show you how to captivate your audience, win their hearts, and make them fall head over heels for your brand. Understanding Customer Experience Design What is CX design, you ask? . #2 2 Consistency: Consistency is crucial in customer experience design. This increases customer lifetime value.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

SurveySparrow

JUNE 28, 2023

Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth. What is Customer Experience Optimization? Hence, this innovation saves time for guests and improves operational efficiency.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. According to Forrester, customers who have great experiences are 3.6x times more likely to spend more money with the brand. Roll the Guest and the Employee Experience into One .

Guest Experience 52

Guest Experience Webinar Employee Experience Connections 52

Smith+co CX

DECEMBER 8, 2020

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. We enjoyed a wonderful leisurely silver-service breakfast experience served by smiling and attentive staff. Top Global Brands 2020). Reinvent your Customer Experience.

Hotels 36

Hotels 2021 Hospitality 2020 36

Stella Connect

JANUARY 18, 2022

In the early stages of my career I analyzed my interactions with brands, products or services, looking for common themes — a crazy-making activity that eventually led to my first book, The Ten Principles Behind Great Customer Experiences. “Why do I think this bicycle looks cool?” . Why do I love this cafe so much?”.

Customer Experience 102

Customer Experience Contact Center Guest Experience Culture 102

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. According to Forrester, customers who have great experiences are 3.6x times more likely to spend more money with the brand. Roll the Guest and the Employee Experience into One .

Guest Experience 40

Guest Experience 2017 2018 2019 40

Clarabridge

MAY 4, 2017

Lyft Discusses Increasing Efficiency to Elevate the Customer Experience. Following HCSC and Northridge Group’s keynote, Rebecca Liberman, Voice of the Customer Specialist for Lyft, revealed why brands must track feedback in real-time to better delight their customers. Feel like you missed out on the extravaganza of the year?

2017 45

2017 Customer Service Social Media Guest Experience 45

Storyminers

FEBRUARY 2, 2016

The Cathy family have been building their brand based on service (they say hospitality) since 1946. This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture. Chick-fil-A [private], now America’s favorite chain restaurant , is proof.

Sales 45

Sales Hospitality Guest Experience 2016 45

Thematic

FEBRUARY 13, 2019

I hope you can learn from these customer experience best practices as well. David Garcia (VP of Guest Experiences @ Atlanta Hawks)?. Martha Craft ( VP Customer Experience @ Rollins). Jehan Moghazy (Executive Director, Customer Experience @ Havas. Your product is the brand.

Customer Experience 48

Customer Experience Chief Customer Officer Guest Experience Hospitality 48

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

inmoment

APRIL 22, 2019

While these statistics may seem grim, focusing on guest experience can help to revitalize the numbers. The first trend that stood out was how important frontline employees continue to be in the guest experience. A leader of a large Mississippi-based franchise group noted: “we have two businesses: people and pizza.”.

Guest Experience 40

Guest Experience Engagement 2019 Loyalty Programs 40

Smith+co CX

SEPTEMBER 26, 2013

However, a recent feature by the Sunday Times found that despite all the investment in improving services, hotels all too often fail on the customer experience. So why is it that as brands get more sophisticated in their technology and more innovative in their attempts to dazzle us, they fail to deliver a great experience?

Hotels 34

Hotels Customer Experience CEM 2011 34

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. This year, the company was ranked the most valuable brand in the world , with an estimated brand value of about 150.81 AR and VR can also be used to improve out-of-store experiences, such as by instilling buyer confidence online.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Avaya

JUNE 27, 2017

Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. 74% plan to implement location-based technologies.

2017 53

2017 Hospitality Guest Experience Hotels 53

Customer Enthusiast

AUGUST 2, 2017

In May I read the 2017 Qualtrics Hotel Pain Index Study , made some notes, and had every intention of writing a June blog post in response to the study. The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Hospitality 40

SurveySparrow

OCTOBER 12, 2023

In this blog, we will look into how questionnaires can transform the way you make decisions. Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience. Well, it’s not just a possibility anymore. What is a Questionnaire?

Feedback 52

Feedback Measurement Insights Customer Satisfaction 52

Grade.us

APRIL 2, 2019

Surprisingly, 98 percent of mobile users will read a branded/business SMS message and 90 percent will read all messages within 3 minutes ! Hospitality Industry review request template #1: How was your stay, [ guest name ]? If your experience was picture-perfect, please take a moment to tell us so! review funnel link ].

Automotive 42

Automotive Hospitality Healthcare Feedback 42