Think Customers

MAY 10, 2016

I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant, Director, Global Guest Experience & Innovation at Dorchester Collection , a luxury hotel operator whose properties include The Beverly Hills Hotel, The Dorchester, and Hotel Bel-Air.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

Storyminers

FEBRUARY 2, 2016

It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. 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. Look how much he got right!

Sales 45

Sales Hospitality Guest Experience 2016 45

Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. Ok, where is this going?

Brands 45

Brands Hotels Magazine Leadership 45

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Comm100

AUGUST 23, 2018

Their total customer count is over 310 million active customers – a number that was last reported in 2016. 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. billion U.S. Who does this right? Alaska Air and Capital One.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40