Alida

MARCH 27, 2018

At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in. Mandarin Oriental Hotel Group: Not all customers are created equal. From big data to insight.

Brands 124

Brands Hotels Rewards Programs Insurance 124

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. There are examples of the best programs from the biggest brands.

2024 76

2024 Article Hotels Loyalty Programs 76

Smith+co CX

FEBRUARY 27, 2018

When a disruptor brand enters a market, the traditional operators are forced to take stock and respond. This seems to be happening in hospitality, particularly within the hotel experience. We are currently seeing non-hotel brands setting up hotels as an extension of their main customer experience.

Hotels 28

Hotels Brands Hospitality Sports 28

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. .

Automotive 260

Automotive Management Social Media 2024 260

ReviewTrackers

MAY 4, 2017

This week: A new study finds that reviews are helping independent hotels drive revenue. Hotel brand names do not mean as much to guests as they once did. Welcome to This Week In Reviews , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. ”

Hotels 70

Hotels Feedback Brands Management 70

Oracle

MARCH 5, 2018

, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share tips and strategies for creating remarkable customer experiences, analyzing lessons learned from Michelin-starred restaurants to hotels and art galleries. Here are three customer customer service tips that Joey shares from his stay. Personalize.

Hotels 62

Hotels Customer Service Travel Events 62

ShepHyken

FEBRUARY 13, 2024

The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. Both brands offer the same functionality – a room with a bed, TV, bathroom, etc. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour.

Customer Experience 136

Customer Experience Transportation Hotels Airlines 136

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Doing CX Right

OCTOBER 23, 2022

author of ten business books, explains how you can achieve brand loyalty similar to reputable customer experience companies including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel Company, and others. The post Lessons Learned From Best-In-Class Customer Experience Brands appeared first on Doing CX Right.

Brands 45

Brands Customer Experience Hotels Books 45

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. Improved customer satisfaction not only fosters loyalty but can also lead to positive word-of-mouth, attracting new customers to the brand.

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Today, the customer experience is even more vital to staying in business for the hotel sector. Competition has increased – not just between hotels in the same location, but even those in different cities. Published on: January 29, 2016.

Hotels 56

Hotels Customer Service Social Media Travel 56

Customer Bliss

MARCH 21, 2019

Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. At Horst’s orientations, he encourages employees to embrace the vision of the hotel and be a part of the dream.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

Oracle

MARCH 18, 2021

Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards. billion individuals to travel abroad.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Airlines 62

Interactions

MAY 20, 2021

Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . However, it’s impossible to know what these brands should expect. Or should hotels and airlines continue to be cautious? Will this summer mark a full return to normal operations?

Hospitality 62

Hospitality Travel Brands Average Handle Time 62

Customer Enthusiast

AUGUST 3, 2015

Many companies have brand promises that look good in ads, and emblazoned on websites, banners, and buttons, but often these promises have little credibility among customers or employees. Take, for instance, my recent stay at a Courtyard Hotel in Lincoln, Nebraska. That said, I don’t blame the security guard for enforcing hotel policy.

Brands 72

Brands Hotels Financial Retail 72

Forrester

MAY 21, 2015

And this year, the iconic brand opened its first hotel in the US - a 250-room property located in the Chicago Loop. How does Virgin Hotel live up to the high standards set by other Virgin businesses? Indeed, one of the things that impresses me about the first Virgin Hotel in Chicago, is how reasonably priced the rooms are!

Hotels 87

Hotels Hospitality Travel Customer Experience Professionals 87

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Promote content created by your followers with branded hashtags.

Social Media 98

Social Media Brands Entertainment Connections 98

Experience Investigators by 360Connext

APRIL 28, 2015

We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back. From the moment we entered the Vero Beach Hotel and Spa, we were struck by the small touches that welcomed us at seemingly every turn.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

Strativity

JANUARY 6, 2023

In times of economic turmoil, brands tend to think of cost-saving measures such as limiting new products or cutting overheads as the ultimate solution to budgetary woes. In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. The same holds true for your brand.

Brands 52

Brands Apparel Airlines Hotels 52

InMoment XI

JANUARY 27, 2022

New Zealand’s international border remains closed to the world until at least April 30th 2022 , with arrivals having to undergo a 14 day hotel quarantine. Whatever they choose, I can tell you with certainty that when customers have a negative experience, they develop a negative perception of the brand.

Airlines 529

Airlines Customer Experience 2022 Financial 529

NetBase

DECEMBER 3, 2018

Wondering how European Hotel Chains fared in 2018 and what to expect in 2019? Our 2018 European Hotel Chain Social Sentiment Report offers that and more, sharing insight around trends and trouble spots, while offering tactics top brands employ on social media to stay ahead of competitors and sentiment shared around 21 of them.

Hotels 45

Hotels Travel Tourism Social Media 45

ShepHyken

NOVEMBER 3, 2021

My hotels have struggled this year with our service scores. In years past both of my locations were consistently in the top 30% of brands. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. He writes: . I would love to get some service-related feedback.

Hospitality 164

Hospitality Hotels Customer Experience Feedback 164

CSM Magazine

MAY 18, 2023

SevenRooms is currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St. Regis, Sheraton, JW Marriott, Le Méridien, Westin, Marriott Hotels, Renaissance Hotels, EDITION Hotels, The Luxury Collection and Gaylord Hotels.

Technology 52

Technology Hotels Guest Experience Hospitality 52

C Space

APRIL 17, 2020

The Brand Move Roundup – April 17, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Several hotels like the ibis & ibis budget Sa?o

2020 52

2020 Brands Hospitality Hotels 52

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? As customers increasingly use digital channels to interact with the brands they love, it’s imperative that hotels can support a personalized, omnichannel experience that drives insight and engagement at the individual account level.

Hotels 55

Hotels Guest Experience Hospitality Travel 55

BirdEye

NOVEMBER 30, 2023

Your business USP must be the focal point for digital marketing messages, branding development, and advertising efforts. To build brand awareness and ensure that every potential customer knows your brand, travel businesses must invest in paid campaigns. Offer exclusive tour packages and improve customer delight.

Travel 109

Travel Marketing Social Media Hotels 109

Lithium

SEPTEMBER 29, 2022

Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation. It’s clear that travel brands need to expand their reach into new channels and customer engagement methods, but what might be the best path to accomplish this? A brand could do one of two things.

Hospitality 52

Hospitality Brands Travel Airlines 52

C Space

APRIL 22, 2020

The Brand Move Roundup – April 22, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Brand Move Roundup – April 22, 2020.

2020 52

2020 Brands Fashion Hotels 52

C3Centricity

JUNE 8, 2020

Despite many books touting the need for our customers to “Love” our brands, in reality, I’m not sure that any of us want to have a deep relationship with brands. Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

C Space

JULY 29, 2020

The Brand Move Roundup – July 29, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

2020 40

2020 Brands Hotels Apparel 40

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. However, smart companies see this as an opportunity to create brand evangelists. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Brands Airlines 74

Think Customers

JUNE 21, 2021

In a new report, the 2021 US Customer Experience Index , Forrester Research set out to determine how brands did in making abrupt CX changes with very little preparation. The effectiveness at which brands met customer needs and expectations, however, varied across industries. The post How’s My CX?

2021 52

2021 Brands Hotels Airlines 52

ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. The hotel she works at has no airport shuttle, but a guest who just landed at the airport calls and asks, “Do you have a shuttle to get me from the airport to the hotel?”. What is the Question ? The simple answer is, “No.”

Hotels 168

Hotels Hospitality Transportation Customer Service Training 168

Customer Bliss

AUGUST 8, 2019

Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst knows how to lead himself and others into greatness and has grown the Ritz-Carlton Hotel Co. into a multi-billion dollar brand.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. Customer retention can also help build your brand and reputation.

Article 67

Article Customer Service Hospitality Hotels 67

Experience Investigators by 360Connext

MARCH 26, 2015

This means I jump from one brand to another. I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall.

Travel 282

Travel Hotels Guest Experience Airlines 282

ijgolding

JUNE 15, 2015

The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do. Now owned by the Hilton empire, the 5 star residence is an icon best associated with the wonderful city of New York (even though the brand has extended to other cities around the globe).

Hotels 97

Hotels Brands Entertainment Events 97