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? they’re everywhere.

Article 67

Article Customer Service Hospitality Hotels 67

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

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

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

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

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. So, the higher the score, the more engaged the customer.

Engagement 40

Engagement Guest Experience Hotels Hospitality 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

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. Revolutionary Thinking on Customer Loyalty. Outrageous!

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

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

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

onboarding, purchase, support), while monitoring overall loyalty with quarterly or biannual relationship feedback. At this point, they’ve experienced the entire service lifecycle including booking, pickup, driving, and returning. NPS survey timing for retail and ecommerce brands.

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

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

ENGAGE.cx

OCTOBER 14, 2015

Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can. But being big shouldn’t be a barrier to creating loyalty through customer service. The index ultimately lets hospitality companies understand how customer experience is driving financial performance.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

ShepHyken

OCTOBER 3, 2016

Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level. It’s all about creating the right culture! 15 Reasons Your Customers Don’t Like You (Infographic) by Mary Shulzhenko.

2016 123

2016 Article Airlines Customer Service 123