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 68

Article Customer Service Hospitality Hotels 68

CSM Magazine

JUNE 15, 2021

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights.

Retail 52

Retail Guest Experience Contact Center Insights 52

Magellan Solutions

MAY 10, 2024

Improved Guest Experience A dedicated VA can communicate with guests promptly and professionally, addressing their queries and concerns. This can lead to higher guest satisfaction, better reviews, and increased bookings, as guests appreciate the excellent service and attention to detail.

Hospitality 52

Hospitality Competitive Advantage Guest Experience Books 52

SurveySparrow

JUNE 30, 2023

This blog will show you how to captivate your audience, win their hearts, and make them fall head over heels for your brand. Understanding Customer Experience Design What is CX design, you ask? 2 Consistency: Consistency is crucial in customer experience design. Maintaining a consistent brand voice fosters trust and loyalty. #3

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

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

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. “Why do I think this bicycle looks cool?” . Why do I love this cafe so much?”.

Customer Experience 102

Customer Experience Contact Center Guest Experience Culture 102

Forrester

MAY 6, 2015

Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. But one aspect of the experience there drove me nuts. This example serves as a great reminder that no experience is inherently good or bad. measure CX.

Guest Experience 97

Guest Experience Hotels Travel Measurement 97

Playvox

APRIL 14, 2022

While there are many quantitative metrics to measure, such as how long it takes to cook a dish or the average customer wait time, identifying those intangible qualities of customer service can be a little trickier. The brand is synonymous with gold standard service. Don’t Make Guests Wait.

Contact Center 78

Contact Center Omnichannel Events Webinar 78

SurveySparrow

OCTOBER 12, 2023

Likert Scale Questionnaires Likert scale questions are used to measure attitudes and opinions through a series of statements where respondents indicate their level of agreement or disagreement on a scale. Likert Scale Questions: They measure the intensity of agreement or disagreement on a statement.

Feedback 52

Feedback Measurement Insights Customer Satisfaction 52

ENGAGE.cx

OCTOBER 13, 2016

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. Every guest’s journey is made up of each touch point a guest has with a brand or property.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

NetBase

MARCH 2, 2020

Nicki Zink discussed how taking an integrated approach to research methodology empowers brands to smarter strategic decision making, instead of merely informing tactical digital decisions. He shared how the brand used social media to engage with their audience in a relevant, authentic way, that had nothing to do with driving sales.

Social Media 60

Social Media Seminar Multi-Channel Leadership 60

BirdEye

JUNE 21, 2023

As the renowned business strategist Peter Drucker once said, “If you can’t measure it, you can’t improve it.” With it, you can create an effective marketing strategy to help increase brand awareness and, ultimately, gain a competitive advantage, all based on the revelations you learn.

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

Storyminers

FEBRUARY 2, 2016

The Cathy family have been building their brand based on service (they say hospitality) since 1946. The team members have been trained to notice the need, arrange for back-up, make the offer to the guest, and provide the service.). Is there a measure for how much this helps the bottom line? Hint: they don’t.

Sales 45

Sales Hospitality Guest Experience 2016 45

Michel Falcon Experience

APRIL 13, 2023

So there’s proof there, whether it’s through companies that you’ve associated yourself with Zappos, Starbucks or whichever brand. And I think that kind of permeates their whole brand today. At 1-800-GOT-JUNK, that was to become a globally admired brand. Why do some companies still struggle to commit to it?

Culture 60

Culture 2003 ROI Leadership 60

Kustomer

SEPTEMBER 9, 2021

When a brand is wholly aligned with the customer mission, it makes for a seamless experience across all departments. The customer game’s simple – as Justin puts it, “There’s no winner or loser in customer experience. It might be something that’s trying to measure. How to Play the Customer Game.

Contact Center 98

Contact Center Metrics Measurement Customer Experience 98

delighted

JANUARY 28, 2020

Today’s consumers are more security conscious, which means that they are less inclined to open and respond to emails that are seemingly random — especially if the survey doesn’t match the look of your brand. NPS survey timing for retail and ecommerce brands. NPS survey timing for B2B and SaaS brands.

NPS 43

NPS Hotels Net Promoter Score Retail 43

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Michel Falcon Experience

APRIL 11, 2019

Which, if none of you are familiar with the brand 1-800-GOT-JUNK, I think they’re very successful. Jason: Multiple brands, and Brian is just crushing it. Michel Falcon: Working for such a great brand. Any type of brand?” Then what were some of your big takeaways?

Culture 60

Culture Books Leadership Hospitality 60

Grade.us

APRIL 2, 2019

If you're running A/B split tests these email templates act as your control, a solid baseline for measuring performance. Surprisingly, 98 percent of mobile users will read a branded/business SMS message and 90 percent will read all messages within 3 minutes ! This is an overall measurement and is tracked on a per customer basis.

Automotive 42

Automotive Hospitality Healthcare Feedback 42