Beyond Philosophy

JUNE 5, 2017

Can robots help the hotel guest experience? To learn more about providing positive memories for your customers read our new book The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level. Colin is an international author of six bestselling books and an engaging keynote speaker.

Hotels 143

Hotels Travel Books Guest Experience 143

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. When it comes to competitive industries, few rank higher than hospitality.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hospitality 48

Totango

JUNE 25, 2020

SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences. But I think, the biggest thing with the direct delivery for many businesses is really around keeping your guests engaged.

Hospitality 62

Hospitality Guest Experience Customer Success Definition 62

Avaya

MARCH 13, 2017

From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

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. One was a Ritz-Carlton, and the other a Marriott.* But it wasn't--at least not for me.

Guest Experience 75

Guest Experience Hotels Blog Brands 75

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? Enhanced customer satisfaction: Customer experience optimization leads to improved satisfaction levels.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

Beyond Philosophy

MARCH 6, 2017

Our research led us to develop a tool called Emotional Signature that shows how an organization engages emotionally with its customers. Read my latest book: The Intuitive Customer: 7 Imperatives for moving your customer experience to the next level to find out more about these ideas for business. Outrageous! Hotels Keep on Charging!

Hotels 119

Hotels Guest Experience Hospitality Social Media 119

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 These highly engaged stores also helped achieve higher OSAT, or overall satisfaction, year over year, which resulted in higher sales.

Guest Experience 52

Guest Experience Webinar Employee Experience Connections 52

Think Customers

APRIL 20, 2016

Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. I recently visited Iceland's capital, Reykjavik, for a four-day vacation. 1to1Media.com/weblog.

Tourism 53

Tourism Guest Experience Hospitality Travel 53

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 These highly engaged stores also helped achieve higher OSAT, or overall satisfaction, year over year, which resulted in higher sales.

Guest Experience 40

Guest Experience 2017 2018 2019 40

Opinionator

MARCH 10, 2021

Business owners use the data to improve the guest experience. You can ask for opinions on any aspect of the business and by doing so will likely increase customer engagement. Customer input is at the location, using a pen and paper to fill in the card, which is then placed in a box, mailed or just handed to staff.

Feedback 87

Feedback Guest Experience Hospitality Customers 87

SurveySparrow

JUNE 30, 2023

But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. This blog will show you how to captivate your audience, win their hearts, and make them fall head over heels for your brand. Aims to create positive and memorable experiences that foster customer loyalty and advocacy.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 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. One of the hardest hit sectors in the is the hospitality industry.

Hotels 36

Hotels 2021 Hospitality 2020 36

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. Trend #2: The Importance of Engaged Employees. Trend #3: The Growth of Third Party Delivery.

Guest Experience 40

Guest Experience Engagement 2019 Loyalty Programs 40

Storyminers

FEBRUARY 2, 2016

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. It naturally aligns the many clues (experience details) in the experience to be on brand. The use of emotions in experience design will be covered in upcoming blogs.

Sales 45

Sales Hospitality Guest Experience 2016 45

Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Ok, where is this going?

Brands 45

Brands Hotels Magazine Leadership 45

ReviewTrackers

MAY 15, 2017

In the real world, a good hotel manager doesn’t hide away in the office; instead, he or she is present in the lobby, or walking around the hotel, in order to connect with guests as well as get the staff together to deliver the best possible guest experience. out of 5, compared to an average of only 3.8

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. Chatbots that aim to engage users and deliver services are often found on company apps and messaging platforms, where they are easily accessible to users. What we have compiled here is a list of today’s industry-leading customer service examples.

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. And 67% would sign up for location-based coupons and alerts.

2017 53

2017 Hospitality Guest Experience Hotels 53

SurveySparrow

OCTOBER 12, 2023

In this blog, we will look into how questionnaires can transform the way you make decisions. You create engaging conversational forms with advanced survey platforms such as SurveySparrow. Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience.

Feedback 52

Feedback Measurement Insights Customer Satisfaction 52

Grade.us

APRIL 2, 2019

High engagement: These are your vocal customers, the often irritating but well-meaning bunch that will tell you the truth in love. Admiration: These customers love your business and display many of the same behavioral markers as the highly engaged group. If your experience was picture-perfect, please take a moment to tell us so!

Automotive 42

Automotive Hospitality Healthcare Feedback 42

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