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

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

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 68

Article Customer Service Hospitality Hotels 68

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Micah even discusses how technology has and will change the guest experience.

Hospitality 149

Hospitality Culture Hotels Guest Experience 149

Beyond Philosophy

JUNE 5, 2017

It’s not the best customer experience, but if you travel often, you learn to live with it. They’re hoping to make the experience better for both guests and employees. Finding a memorable solution is a good impulse: our research has shown that positive memories are the number one driver of long-term value for customers.

Hotels 143

Hotels Travel Books Guest Experience 143

ShepHyken

JULY 16, 2019

Putting People First to Achieve an Exceptional Customer Experience. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! How can I create the best guest experience? “Yes” is the Answer; What is the Question? What is the Question?

Guest Experience 112

Guest Experience Culture Books Customer Service 112

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Build Customer Listening to Align to the Various Stages of the Customer Journey.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

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. . How Guest Feedback Impacts Department Roles . Think again.

Feedback 40

Feedback Guest Experience Webinar Interaction 40

ENGAGE.cx

OCTOBER 13, 2016

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. A Connected Customer Engagement solution like ENGAGE.cx

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. As a customer, what do you value most?

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

Michel Falcon Experience

NOVEMBER 20, 2019

My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. We want all our team members to take ownership of the guest experience and their professional development. Employee engagement strategies are one way that I’ve built my business and career.

Engagement 89

Engagement Culture Guest Experience Hospitality 89

Bill Quiseng

JANUARY 16, 2017

This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. You can learn more about Teri and her book at the end of her post. Just about everything is carefully planned, managed and orchestrated to ensure a positive guest experience.

Entertainment 100

Entertainment Guest Experience Hotels Culture 100

Magellan Solutions

JUNE 10, 2021

We work with you to create the ultimate guest experiences. We want to ensure an exceptional customer experience. Thus, communications with customers are usually limited. In turn, you keep customers informed and diners happy. Let Magellan Solutions book your tables with: After hours and overflow calls.

Hotels 52

Hotels Entertainment Hospitality Call Center 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. Reinvent your Customer Experience. Top Global Brands 2020).

Hotels 36

Hotels 2021 Hospitality 2020 36

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Businesses that respond to more than half of their reviews are 24 percent more likely to receive a booking inquiry via TripAdvisor.

Hotels 91

Hotels Travel Hospitality Books 91

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. Less blind spot accidents.

Connections 50

Connections Healthcare Banking Insurance 50

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. Branded Customer Experience. Ok, where is this going? It’s All about the Moments.

Brands 45

Brands Hotels Magazine Leadership 45

Storyminers

APRIL 24, 2018

They generate greater value for customers and shareholders at the same time because they anticipate needs and all but eliminate waste. Vacasa has a smart and adaptive business design based on simultaneously creating a positive customer experience for owners and guests. Vacasa delivers a great guest experience.

Culture 40

Culture Books Guest Experience Hotels 40

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

Storyminers

FEBRUARY 2, 2016

Disney, like Chick-fil-A has taken customer experience to heart. In fact, the company’s operations are based on this simple maxim (paraphrased) from Walt Disney, one of the Disney brothers/founders: “If you give your guests a great experience, they’ll want to come back and bring their friends.”.

Sales 45

Sales Hospitality Guest Experience 2016 45

Storyminers

APRIL 24, 2018

They generate greater value for customers and shareholders at the same time because they anticipate needs and all but eliminate waste. Vacasa has a smart and adaptive business design based on simultaneously creating a positive customer experience for owners and guests. Vacasa delivers a great guest experience.

Culture 40

Culture Books Guest Experience Hotels 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

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel would like to use data collected during the stay to bring the customer back a second time without, them going through an online travel agency (OTA). But in reality, many customers do not book direct.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ReviewTrackers

MAY 15, 2017

High-quality photos aid travelers looking to make a booking decision while browsing properties online. In fact, according to TripAdvisor research , hotels with at least one photo receive 225 percent more booking inquiries than those with zero photos. 3: Be where your guests are. 9: Invest in tools that drive efficiency.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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

ENGAGE.cx

SEPTEMBER 23, 2015

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. A customer-experience driven B2C CRM like ENGAGE.cx Not in the least.

Guest Experience 72

Guest Experience Hospitality Hotels B2C 72

Magellan Solutions

MAY 10, 2024

However, this success comes with challenges for hosts, who often find themselves overwhelmed with tasks such as responding to inquiries, managing bookings, and ensuring seamless guest communication. Improved Guest Experience A dedicated VA can communicate with guests promptly and professionally, addressing their queries and concerns.

Hospitality 52

Hospitality Competitive Advantage Guest Experience Books 52

Martin Hill-Wilson

JULY 23, 2016

Booking a hotel room – see Expedia’s early experiments. Being served as a hotel guest – experience Edward at the Radisson Blu Edwardian in London. These are revolutionising the mundane tasks in our daily lives. Ordering lunch – look out for Tacobot on Slack. Tracking ad performance – check out Zoey on Messenger.

Hotels 40

Hotels Guest Experience Brands Banking 40

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

ReviewTrackers

MARCH 3, 2019

Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. These stats suggest that potential customers are likely to make a decision about whether or not to book or spend money with you based on reviews they see on TripAdvisor. Respond to reviews.

Hotels 70

Hotels Travel Guest Experience Books 70

ENGAGE.cx

OCTOBER 14, 2015

The key to building loyalty and providing great customer experiences to increase customer engagement starts with collecting and optimizing guest data: Mapping the Guest Lifecycle: A guest’s journey, or “Guest Lifecycle,” is made up of each and every touch point a guest has with a brand or property.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

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. Over 80% prefer automatic notifications for such things as booking confirmations and room readiness. And 67% would sign up for location-based coupons and alerts.

2017 53

2017 Hospitality Guest Experience Hotels 53

Customer Enthusiast

AUGUST 2, 2017

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. 82% of guests question the value for price paid , thinking they overpaid for their stay at least sometimes. Watch the 90-second book trailer.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Hospitality 40

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? My approach to customer experience strategies to grow a business.

Culture 60

Culture Books Leadership Hospitality 60

ReviewTrackers

APRIL 29, 2019

The basic package is the Electronic Reservation Book (ERB) system, which uses a local terminal to manage reservations. A Better Guest Experience. GuestCenter also features the ability to create Guest Profiles. However, you can also utilize the system to rearrange your seating plan to accommodate different party sizes.

Management 91

Management Guest Experience Connections Feedback 91

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. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines.

2016 124

2016 Article Airlines Customer Service 124

delighted

MAY 10, 2017

Another approach is to stagger surveying, asking some customers for feedback shortly after the product has been delivered, and others a few weeks later. This can give you a wide angle view on the customer experience. At this point they’ve experienced the entire service lifecycle including booking, pickup, driving, and returning.

NPS 41

NPS E Commerce E-support Hotels 41