Avaya

FEBRUARY 7, 2017

The post Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience appeared first on Avaya Connected Blog. The right technology, combined with the right approach, will enable organizations across every sector to master digital to a point of competitive differentiation.

Hotels 55

Hotels Guest Experience Hospitality Travel 55

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 49

Hotels Blog Hospitality Guest Experience 49

Experience Investigators by 360Connext

MARCH 26, 2015

More Posts - Website Follow Me: The post 5 Essentials for a Happy Business Travel Experience appeared first on Customer Experience Consulting. Blog Customer Experience customer service Featured Opinion B2B guest experience linkedin loyalty microinteractions travel experience'

Travel 282

Travel Hotels Guest Experience Airlines 282

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

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

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

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. What do you think?

Hotels 143

Hotels Travel Books Guest Experience 143

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

Bill Quiseng

AUGUST 10, 2015

Their collective insight focuses on all the key ingredients to deliver an exceptional guest experience – hiring the right people, developing the necessary internal systems and hospitality standards, creating the proper service culture, and defining steps for service recovery. Filed under: Customer Service.

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Hospitality Culture Hotels Guest Experience 149

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

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

CSM Magazine

MAY 12, 2022

Then incorporate other forms of marketing like social media, blog posts, videos, flyers, etc. More importantly, they’re local, so that they can resolve any immediate guest issues. Amenities And Guest Services. How do you make your vacation rental stand out and enhance your guests’ experiences?

Customer Experience 52

Customer Experience Travel Entertainment Guest Experience 52

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

Service Untitled

MARCH 20, 2009

Service Untitled The blog about customer service and the customer service experience. I’ve been to Disney plenty of times before, but I think this is will be my first trip there since I started my blog. week I blogged about how I would be going to Disney for a day.

Blog 40

Blog 2006 2009 Guest Experience 40

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

Totango

JUNE 25, 2020

SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences. The post How SevenRooms Pivoted To Help Support The Hospitality Industry appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Hospitality 62

Hospitality Guest Experience Customer Success Definition 62

Beyond Philosophy

MARCH 6, 2017

Research by Market Metrix, a business that helps companies in the hospitality industry improve their guest experiences, showed that the top two things that drove value for hotel guests were adequate lighting in rooms and reliable internet access. Outrageous! Hotels Keep on Charging! Revolutionary Thinking on Customer Loyalty.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

BirdEye

MARCH 4, 2024

This blog post, containing a few sample reviews for a restaurant, can serve as your beacon of hope in getting the best reviews. Encouraging customers to leave feedback that highlights all the desirable aspects can be a daunting task. You can overcome this challenge by having a few well-crafted restaurant review examples handy.

Social Media 111

Social Media Hospitality Guest Experience Feedback 111

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. Roll the Guest and the Employee Experience into One . With any company, the guest experience is only half the battle. Food for Thought: Smarter Data.

Guest Experience 52

Guest Experience Webinar Employee Experience Connections 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

Stella Connect

JANUARY 18, 2022

By contrast, employees at some notable tech companies are encouraged to spend a proportion of their time working on their own projects — Gmail started life this way, for example — and Ritz Carlton employees are encouraged to seize the initiative when opportunities to elevate the guest experience present themselves.

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. Roll the Guest and the Employee Experience into One . With any company, the guest experience is only half the battle. Food for Thought: Smarter Data.

Guest Experience 40

Guest Experience 2017 2018 2019 40

CustomerGauge

FEBRUARY 10, 2017

.” CustomerGauge recently had the pleasure of co-hosting a webinar with Cary Self, Senior Manager of GUEST Services and Training for Areas, to discuss customer experience (or “guest experience” as Areas calls it) in retail and best practices for using and implementing a […].

Webinar 64

Webinar Retail Guest Experience Management 64

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

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. Also, Disney has mastered the art of customer experience design with its MagicBands.

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

Opinionator

MARCH 10, 2021

Business owners use the data to improve the guest experience. 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. The information on these cards can be anonymous and usually in the form of a survey. What Does a Customer Comment Card Look Like?

Feedback 87

Feedback Guest Experience Hospitality Customers 87

Clarabridge

MAY 4, 2017

Later in the day, Adam Lamb, Guest Experience Manager of The Restaurant Group, led a session about the creative and unexpected ways the Restaurant Group is going above and beyond to delight customers using social media. The Restaurant Group Spills on How They Go Above and Beyond for Their Customers.

2017 45

2017 Customer Service Social Media Guest Experience 45

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

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

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)?. Much of the advice also focused on how to avoid common pitfalls for practitioners who take on too much. Think beyond the next game, focus on the customers’ intent to return as the KPI.

Customer Experience 48

Customer Experience Chief Customer Officer Guest Experience Hospitality 48

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. 9: Invest in tools that drive efficiency.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Smith+co CX

FEBRUARY 27, 2018

And why not shake up the standard hotel guest experience? If Apple, Google, Sony or Starbucks began to delve into the hotel market, they would have a genuine opportunity to unsettle some household names. And it will be the mid-market that needs to keep an eye on this the most.

Hotels 28

Hotels Brands Hospitality Sports 28

Experience Investigators by 360Connext

SEPTEMBER 1, 2015

My husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across the city. We were seriously beat, and looking for something much more low-key than our usual trip to a theme park. We just wanted […].

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Consulting Customer Experience Travel Guest Experience 226

Smith+co CX

SEPTEMBER 26, 2013

So for all you hoteliers out there, here’s my top ten list of basics that inspired this blog. If you’re struggling to find out what they are, I offer a few tips at the end of this blog. The hotel guest experience: my top ten irritants…. The pillow epidemic.

Hotels 34

Hotels Customer Experience CEM 2011 34

Opinionator

NOVEMBER 29, 2020

Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. A digital comment card enables point of experience customer feedback. So How Does a Digital Comment Card Work?

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Feedback Guest Experience Events ROI 94