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

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?

Article 67

Article Customer Service Hospitality Hotels 67

CSM Magazine

MARCH 16, 2022

With a changing operational model, Fridays’ traditional ‘walk-in’ service has been extended to include more booking-led ‘Click & Collect’ services, deliveries and a Fridays at Home range. “A large part of this was to channel bookings from the website to the contact centre.

Multi-Channel 52

Multi-Channel Books Guest Experience Government 52

Smith+co CX

DECEMBER 8, 2020

The third had a notice informing guests that due to Covid they had suspended their usual breakfast buffet but were using this as an opportunity to enhance the guest experience by providing a full hot and cold breakfast service at the table.

Hotels 36

Hotels 2021 Hospitality 2020 36

ReviewTrackers

AUGUST 30, 2017

A report from EY suggests that banks should segment their customers by technological and financial knowledge as opposed to basic demographic information, such as age and profession. Daniel is also the author of the upcoming book, The Anticipatory Organization: Turn Disruption and Change into Opportunity and Advantage. .

Connections 50

Connections Healthcare Banking Insurance 50

CSM Magazine

APRIL 11, 2023

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. Showcasing Your Venue The foundations of great customer service should be laid before your guests have even made a reservation. Tech can help.

Guest Experience 52

Guest Experience Hospitality Hotels Multi-Channel 52

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. The unique aspects of Vacasa’s business design include: Yield management technology that helps owners optimize pricing. TAKE-AWAYS.

Culture 40

Culture Books Guest Experience Hotels 40

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty. But in reality, many customers do not book direct.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. It naturally aligns the many clues (experience details) in the experience to be on brand.

Sales 45

Sales Hospitality Guest Experience 2016 45

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. The unique aspects of Vacasa’s business design include: Yield management technology that helps owners optimize pricing. TAKE-AWAYS.

Culture 40

Culture Books Guest Experience Hotels 40

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Qualtrics

JULY 2, 2019

An early adopter of this technology in the financial services industry saw their number of reviews increase significantly and doubled their star ratings, leading to increased app downloads and ultimately a higher level of satisfaction. Book a demo to see how it all works. Book a Demo. Faster, simpler in-app reviews.

Innovation 39

Innovation Social Media Download NPS 39

Kustomer

SEPTEMBER 9, 2021

Back in 2007, I joined the team at Hershey and got to build out, at that time was a guest experience program. So going back almost 15 years, this idea of putting customers at the center of a business was just a super fun experience. I got to do that for five years. Kind of moving into the world of training and consulting.

Contact Center 98

Contact Center Metrics Measurement Customer Experience 98

Comm100

AUGUST 23, 2018

Sephora is using its presence on messaging apps such as Facebook Messenger not only to connect users around the world to the right customer service team, but also to help customers book makeover appointments and even “test” beauty products. Chatbots Automate Exceptional Experiences. Who is doing this right?

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

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

NetBase

FEBRUARY 27, 2019

It’s not always easy deciding whether to dive into embracing new technologies before they’ve become commonplace. It Helps You Rewrite the Rule Book. It’s easy to be swayed by terms like “machine learning” or “deep learning,” but the reality is AI is still a growing technology. Such is the case with AI Analytics.

Travel 45

Travel Hotels Sports Guest Experience 45

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. 74% plan to implement location-based technologies.

2017 53

2017 Hospitality Guest Experience Hotels 53

Michel Falcon Experience

APRIL 13, 2023

The simplicity of their website copy, the simplicity of their stores, the simplicity of their technology, and then also just these insanely great products and we’re willing to pay for that. It was four years before he wrote the book. Michel Falcon: My last question, Cameron, it actually has to do with the guest experience.

Culture 60

Culture 2003 ROI Leadership 60

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

ShepHyken

OCTOBER 3, 2016

Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. He’s constantly trying new ideas and pushing the envelope to achieve better experiences for both his employees and guests. 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