Currency Alliance

OCTOBER 11, 2018

To answer this challenge, and preserve their largest-possible market share, hotels must deploy new technologies on two fronts: inside the hotel, but also with other local places that guests visit, and at digital touchpoints before, during and after their stay. Many of these are experience-enhancers which double up as upselling platforms.

Hotels 40

Hotels Hospitality Loyalty Travel 40

LoyaltyPlus

JUNE 12, 2022

There are opportunities to be had by implementing a loyalty programme to establish a direct relationship with guests. Using information about people’s interactions and preferences, accommodation purchases and amenity rewards can significantly enhance the overall guest experience and result in return visits.

Hotels 52

Hotels Tourism Guest Experience Social Media 52

Beyond Philosophy

JUNE 5, 2017

Ryan Hamilton’s and my latest book, The Intuitive Customer. Rather than increase value and customer loyalty, a robot has the potential to destroy the things that make a business special in the first place. Can robots help the hotel guest experience? The post Be Prepared – Will Your Robotic Experience Work For You?

Hotels 143

Hotels Travel Books Guest Experience 143

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 119

Hotels Guest Experience Hospitality Social Media 119

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. out of 5, compared to an average of only 3.8

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Qualtrics

JULY 2, 2019

It incorporates another layer of benchmarking to help you see how you’re doing, growing our portfolio of benchmarks on the XM Platform, launched by our partners earlier this year — Bain NPS Prism, JD Power, Walker Loyalty Matrix, and Kantar TRIM. Book a demo to see how it all works. Book a Demo. Online Reputation Management.

Innovation 39

Innovation Social Media Download NPS 39

delighted

JANUARY 28, 2020

Sending surveys in this sort of cadence is ineffective for a few reasons: Customers are asked for feedback at seemingly random times and are typically less engaged with the business. If surveys are sent too long after a purchase/interaction, customers will more than likely forget the critical details of their experiences.

NPS 44

NPS Hotels Net Promoter Score Retail 44

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. In any case, the arrival experience was memorable and a signature for the brand. Ok, where is this going?

Brands 45

Brands Hotels Magazine Leadership 45

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 for free today.

Guest Experience 72

Guest Experience Hospitality Hotels B2C 72

ENGAGE.cx

OCTOBER 14, 2015

But being big shouldn’t be a barrier to creating loyalty through customer service. From planning to booking and the many small events that make up a guest’s stay, there are dozens of touch points to monitor and address in order to make that stay a memorable event and keep them coming back time and again.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

Comm100

AUGUST 23, 2018

By making your app a one-stop-shop for customer service needs, marketing offers, mobile payments, and more, you will be on your way to putting your customers before your channels, inspiring loyalty and boosting app retention. Delivery in Hours – Tailored to Fit Customer Needs.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40