ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Mission-Driven Customer Experiences (CX): A Guide by Nate Brown. Something that customers consider more important than even their time. My Comment: Here’s a great article about customer loyalty.

2021 155

2021 Article Customer Service Guest Experience 155

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Teams were now more connected to what was going on. Episode overview. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Customer Bliss

APRIL 19, 2019

You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. Establish a Framework to Connect All Facets of Your Business.

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

Magellan Solutions

JANUARY 19, 2024

The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience. It makes guests feel genuinely appreciated and looked after. Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

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. What makes creating great customer experiences so difficult in practice?

Customer Experience 102

Customer Experience Contact Center Guest Experience Culture 102

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. If you’re looking to connect with me online, I am at Michele Falcon everywhere, whether it’s LinkedIn or Instagram, Twitter so connect with me there.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Are you using Data?

Connections 50

Connections Healthcare Banking Insurance 50

Avaya

FEBRUARY 7, 2017

Build/embed custom communications into the CX: Hoteliers can tap into new engagement opportunities by creating or embedding custom, real-time communication capabilities into the customer experience. For example, they can uniquely differentiate themselves by embedding video into the mobile customer experience.

Hotels 55

Hotels Guest Experience Hospitality Travel 55

Experience Investigators by 360Connext

MARCH 26, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 282

Travel Hotels Guest Experience Airlines 282

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Article 67

Article Customer Service Hospitality Hotels 67

CSM Magazine

JUNE 15, 2021

In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights. Prior to that, he led insights teams for several years. About Avtex.

Retail 52

Retail Guest Experience Contact Center Insights 52

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. Here are my top five picks from last week.

2019 87

2019 Article Customer Service Guest Experience 87

Alida

OCTOBER 27, 2017

An essential part of that experience, however, is tying the brick-and-mortar visit with a digital-mobile relationship, said Johnson, so Starbucks is investing in elevating the in-store experience and the digital-mobile connection with customers simultaneously. Why do customers come to your store? Make it magical.

Retail 154

Retail E Commerce E-support Entertainment 154

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Hospitality Guest Experience Books 52

inmoment

JANUARY 28, 2020

But no matter how phenomenal a product is, there’s always room for a business to take its customer experience (CX) to the next level—and that’s why InMoment stepped into Auntie Anne’s kitchen to cook up a new CX strategy. . Auntie Anne’s understands that the guest experience and the employee experience are closely connected.

Guest Experience 52

Guest Experience Webinar Employee Experience Connections 52

Kustomer

JUNE 9, 2021

Furthermore, 59% of respondents said they would try a new brand just for the better customer service experience. While there’s always room for improvement, customer service provides a huge opportunity for your business to shine. Feel free to download our free ebook about four key ways to deliver on customer needs.

Tourism 96

Tourism Exceptional Customer Service Guest Experience Hospitality 96

Retently

SEPTEMBER 3, 2023

It’s more than just a set of questions; it’s a glimpse into the thoughts and emotions of Airbnb’s guests. This survey goes beyond the transactional aspects of a stay; it delves into the emotional connections between hosts, guests, and the unique places they briefly call home.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Feedback 78

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

inmoment

JANUARY 28, 2020

But no matter how phenomenal a product is, there’s always room for a business to take its customer experience (CX) to the next level—and that’s why InMoment stepped into Auntie Anne’s kitchen to cook up a new CX strategy. . Auntie Anne’s understands that the guest experience and the employee experience are closely connected.

Guest Experience 40

Guest Experience 2017 2018 2019 40

ENGAGE.cx

OCTOBER 13, 2016

This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money. Every guest’s journey is made up of each touch point a guest has with a brand or property. Not in the least.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

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

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level.

2016 123

2016 Article Airlines Customer Service 123

ReviewTrackers

APRIL 29, 2019

Another option is the Connect package , which is available as an iPhone app or a website on desktop and mobile devices. In addition to the available features on the ERB and Connect packages, GuestCenter also allows you to receive shift summaries to make sure your staff are operating at optimal pace. A Better Guest Experience.

Management 91

Management Guest Experience Connections Feedback 91

Oracle

MAY 1, 2019

One of the key findings from WeddingWire’s 2019 Newlywed Report indicated that an emphasis is placed “on personalization and creating a full guest experience.” Incorporate a little fun into your big day with some of these tech updates for a wedding experience that will be truly unforgettable.

2019 81

2019 Guest Experience Social Media Events 81

C Space

AUGUST 5, 2018

2) Agile 24/7 access to customers. “Expectations can and will change; our community is essential to maintaining direct dialogue with our guests and customers to help our growth” – Guest Experience Intelligence, Travel. 5 Retailers With the Best Customer Experiences of 2018.

2018 40

2018 Retail Customer Centricity Travel 40

Clarabridge

MAY 4, 2017

Coming off of the heels of a noteworthy first day and a night of ‘getting into the groove’ with an eighties cover band at LIV Nightclub, Day 2 of Clarabridge Customer Connections (C3) Conference did not disappoint! HCSC and Northridge Group Break Down the Importance of an Effortless Experience.

2017 45

2017 Customer Service Social Media Guest Experience 45

Kayako

SEPTEMBER 26, 2019

It is wildly imperative that all employees are on board with the brand philosophy and values of your company so that they are bringing that into every customer connection they have. . The business of customer service is emotional. A customer service agent might speak to dozens of people each day.

Communication 52

Communication Culture Customers Guest Experience 52

CSM Magazine

AUGUST 26, 2019

The concierge aims to provide the very best customer experience for all guests. You can also complement the event with their unique Spa Break experience that pampers attendees with a 15-minute shoulder massage done by professional Bali spa therapists thus easing tension and reviving senses. Romantic dining.

Events 40

Events Entertainment Guest Experience Hospitality 40

Kustomer

SEPTEMBER 9, 2021

Another major component to providing the ultimate customer experience is getting each branch of the company involved in CX in some way. This could mean keeping the sales team updated on customer events or having the engineers work with CX agents to learn more about the customers they’re making products for. TRANSCRIPT.

Contact Center 98

Contact Center Metrics Measurement Customer Experience 98

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. These results can be included within your Qualtrics CX dashboards to provide an ongoing comparison, and to help prioritize customer experience activities and investments.

Innovation 39

Innovation Social Media Download NPS 39

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

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. Other parts of the digital customer journey are more accessible to established hotel brands. Restive guests: understanding hospitality loyalty. Different loyalty drivers apply to different guest demographics.

Hotels 40

Hotels Hospitality Loyalty Travel 40

LiveChat

FEBRUARY 15, 2016

Poor customer experience is more expensive than we think. 78% of consumers won’t make a purchase in your store if they’ve had a bad experience in the past. And, as you can expect, it’s not easy to compensate these customers for it. They will usually need 12 positive experiences to make it up for the negative one!

Customer Service Training 53

Customer Service Training Customer Service Customers Guest Experience 53

Comm100

AUGUST 23, 2018

Starbucks’ mobile app has other interesting features that further improve the customer experience, including digital tipping, Shake to Pay, and a rewards system that incentivizes purchases by offering free food and drinks. The app even tells customers the songs playing in-store and lets them save the music to a playlist on Spotify.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40