ShepHyken

JULY 11, 2023

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118

Hotels Workshop Customer Service Training Communication 118

ShepHyken

MARCH 25, 2024

How the World’s Best Hotels Deliver Exceptional Customer Experience by Ryan Mann, Ellen Scully, Matthew Straus, and Jillian Tellez Holub (McKinsey & Company) Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Connect with Shep on LinkedIn.

2024 76

2024 Article Hotels Loyalty Programs 76

ShepHyken

APRIL 16, 2024

He should sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a great street sweeper who did his job well.’” As I reflected on Laura and her amazing attitude, I considered some of the other employees I’ve seen doing similar jobs in airports, hotels, and other types of businesses.

Workshop 149

Workshop Hotels Customer Service Training Books 149

ShepHyken

AUGUST 1, 2023

His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. Make it Unique – It’s customary for travel agencies to send clients a surprise welcome gift in their hotel room. Connect with Shep on LinkedIn.

Hotels 117

Hotels Travel Workshop Reference 117

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

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 59

Connections Contact Center 2030 Events 59

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. In the hotel I currently manage, we provide suite accommodations. We share our satisfaction scores and third-party reviews with every employee at the hotel, not just among the management team.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. Airlines, hotels and other travel-related businesses are reporting hours-long hold times.

Contact Center 52

Contact Center Connections Insurance Telecommunications 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

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

BirdEye

NOVEMBER 30, 2023

Connect with customers via SMS Social media channels are great for engagement but have a significant drawback – they own the customer data. You can leverage this channel to send flash discounts, engage customers once they visit your website, stay connected with the client, and improve your conversion rate.

Travel 108

Travel Marketing Social Media Hotels 108

The DiJulius Group

JUNE 5, 2023

There’s a common thread that connects each and every one of us, you just have to take the time to find it. Some people have an automatic connection, others end up connecting in funny ways. Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group.

Hotels 105

Hotels Airlines Connections Article 105

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

Bill Quiseng

FEBRUARY 7, 2022

For hotels, offer bottled water at arrival or departure. Customers have an emotional connection with you. The more emotional the connection, the more memorable the experience, the more loyal the customer. For retailers, start opening 10 minutes earlier and closing 10 minutes later.

Hotels 130

Hotels Retail Loyalty Connections 130

Customer Enthusiast

MARCH 31, 2023

Last month, I presented to a group of hotel general managers. Connect daily work activities to the higher purpose of the job role. These were the presentation’s three main objectives: Reveal the totality of employees’ job roles. Inspire greater employee engagement.

Customer Service 62

Customer Service Hotels Presentation Connections 62

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. Connect with Shep on LinkedIn.

Article 67

Article Customer Service Hospitality Hotels 67

C3Centricity

JUNE 8, 2020

But in today’s connected world it also needs to consider people who are currently strangers – but could potentially become guests. These may include the friends of past guests, who have heard about the hotel or restaurant and are interested in visiting it for themselves. Renovation is more than Buildings.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

Experience Investigators by 360Connext

MARCH 26, 2015

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. No more broken treadmills! How lovely.

Travel 282

Travel Hotels Guest Experience Airlines 282

Bill Quiseng

JUNE 21, 2023

For hotels, offer bottled water at arrival and departure. And when you do, customers have an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. For retailers, start opening 10 minutes earlier and closing 10 minutes later.

Loyalty 134

Loyalty B2C Hotels B2B 134

ShepHyken

SEPTEMBER 2, 2020

I get that you may be a guest of a hotel or a restaurant. She feels it should be a people experience or a human being experience , and that if you really want to connect emotionally to the customer—which is one of the drivers of repeat business—then we must get closer to them. Then there is the term “guest.”

Reference 154

Reference Hotels Connections Customer Service Training 154

Beyond Philosophy

JUNE 24, 2023

You wouldn’t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. In this case, it’s things like a popsicle hotline that makes this small hotel a surprisingly successful one. Connect with Colin on LinkedIn HERE. Check it out here.

Hotels 78

Hotels Customer Satisfaction Customers Connections 78

Customer Bliss

AUGUST 30, 2021

Isadore Sharp, the founder and CEO of The Four Seasons Hotels states that: It is our work to give people “a sense of purpose and the courage to believe in themselves.”. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

Customer Bliss

APRIL 11, 2018

CEO Thom Crosby connects this success to the company’s teams, and how they are hired and developed. Virgin Hotels decided to act with fairness by eliminating “nickel and diming” at their hotels. Pal’s turnover is one-third the industry average, and they have lost just seven general managers in thirty-three years.

Hotels 209

Hotels Insurance Books Banking 209

Customer Bliss

AUGUST 8, 2019

They explain how these experiences are created because of four elements: elevation, insight, pride, and connection. Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. into a multi-billion dollar brand.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

Thematic

FEBRUARY 11, 2024

An impressive hotel with crazy art and light shows, opulent decorations, non-stop gambling and a Balenciaga store for those few that get lucky. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. A great opportunity to connect with like-minded people.

NPS 62

NPS Hotels Events Demo 62

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.

Brands 124

Brands Hotels Rewards Programs Insurance 124

GetFeedback

JULY 19, 2019

The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints. Connect with him: convinceandconvert.com | @convince . There is greater ROI when the holistic customer journey is the focus.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

ShepHyken

JANUARY 25, 2021

Some loyalty programs create emotional connections. Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. My Comment: Here’s a great article about customer loyalty.

2021 155

2021 Article Customer Service Guest Experience 155

Beyond Philosophy

MAY 20, 2023

Here are some other key moments in the discussion: 04:10 We explain how we will demonstrate the application of behavioral sciences concepts to a standard Journey Map that we made up about booking a hotel online. Connect with Colin on LinkedIn HERE. Check it out here. Follow Colin on Twitter HERE.

ROI 78

ROI Hotels Books Customer Journey 78

Alida

JULY 17, 2017

Creating shared value is essential for developing an authentic brand and truly connecting with customers. Silicon Valley keynoter, Connie Dieken, brought up the example of Marriott Hotels, who bought Starwood Hotels specifically because of the loyalty of their customers. Develop personal connections with customers.

2017 172

2017 Customer Experience Hotels 2025 172

Bill Quiseng

JUNE 14, 2023

For hotels, offer bottled water at arrival or departure. Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, the more loyal the customers. Deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service.

Hotels 109

Hotels Loyalty Touchpoint Customer Expectations 109

Customer Alignment

AUGUST 6, 2017

We booked a holiday (flight and hotel) with a well known online travel company - one of our preferred brands. The hotel, according to the travel company, had 5 different restaurants. Excited to begin our holiday, we were given the low down on the hotel by the friendly receptionist. To illustrate this, a recent example.

Hotels 40

Hotels Connections Customer Experience Travel 40

Daniel Group

JUNE 20, 2023

Your Brand and Customer Experience —The Connection To better understand the connection between CX and your brand, let’s start with a definition of branding. Hilton Hotels I recently visited two Hilton Hotels, one in Arizona and one in Charlotte. I would have changed my preferred hotels and sold the RV.

Brands 52

Brands Hotels Customer Experience B2B 52

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. This is where hotel reputation management comes in. Hotel Reputation Management Today. Hotel Reputation Management: Best Practices and Tactics. TripAdvisor ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

ijgolding

SEPTEMBER 13, 2016

A hotel true to its word. We stayed in an independent hotel called Hotel Tres Reyes (the three kings). We had absolutely no idea what to expect from this hotel – but what we received was absolutely perfect. If you ever happen to be in Pamplona, I cannot recommend this hotel enough. The beauty of children.

Hotels 93

Hotels Customer Experience Books Customers 93

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

2024 66

2024 Article Customer Service Social Media 66

Kustomer

AUGUST 28, 2023

Ritz-Carlton Returns Beloved Stuffed Giraffe to Kid After Leaving It at the Hotel After visiting the hotel while on a family vacation, a young boy left behind his favorite stuffed giraffe, Joshie. The parents told their son that Joshie was just staying a few extra days on vacation.

Customer Service 52

Customer Service Airlines Hotels Omnichannel 52