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Elevating Guest Experiences in Hotels with Integrated CX

InMoment XI

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve.

Hotels 260
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How to Optimize Reputational Risk Management in Banks

ReviewTrackers

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Reputational risk can cause damage to a bank’s brand and reputation. Manage online reviews, social media, and customer feedback. reputational risk is intangible and hard to measure.

Banking 94
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5 Top Customer Service Articles for the Week of June 24, 2019

ShepHyken

Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

Article 114
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The ultimate customer service KPI?

Customer Enthusiast

Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. Quantifies invisibility : It validates the existence of neutral customers (labeled “Passives”) who largely feel invisible to the organization and its employees.

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A Valuable Commodity: Spend Less, Save More, and Win Customers Over

NICE inContact

Recently I was forced to stay in a hotel because my flight was canceled due to bad weather. When I showed up at the hotel, I couldn’t believe how long the line was to check in. That moment eroded the hotel’s guest-focused brand and image that they worked so hard to create through advertising and marketing.

Hotels 81
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What is Bank Reputation Risk Management?

ReviewTrackers

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Reputational risk can cause damage to a bank’s brand and reputation. Manage online reviews, social media, and customer feedback. reputational risk is intangible and hard to measure.

Banking 90
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Guest Blog: Why Online Reviews Are Important for Customer Engagement

ShepHyken

Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.