NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Which metrics matter most as you strive to change that statistic? Top Content.

Social Media 49

Social Media Metrics Webinar Airlines 49

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. Because social media plays such a big role in the hospitality business, we reward our agents every time a guest names them in an online review.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) and the not so good.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Survicate

APRIL 10, 2019

We all remember those massive notebooks where guests and customers would leave their impressions and comments based on their experience when they’d visit a store or stay in a hotel. This is why obtaining and analyzing social media reviews has become a standard practice among growing business from all industries.

Social Media 40

Social Media Customer Experience Hotels Feedback 40

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Simple, but a really nice way to connect with customers in an unexpected way. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Hotel brands sometimes thank customers for their 10th or 100th stay.

Airlines 372

Airlines 2020 Social Media Hotels 372

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

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

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

NOVEMBER 22, 2022

Simple, but a really nice way to connect with customers in an unexpected way. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Hotel brands sometimes thank customers for their 10th or 100th stay.

Airlines 143

Airlines 2020 Social Media Hotels 143

Retently

JUNE 28, 2022

Ask customers to spread their love on social media. Give them direct links and ask to share their satisfaction on social media. Hotel chains are notorious for using loyalty programs by offering discounts and free upgrades to their customers. Great feedback? You get what you ask for.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

BirdEye

NOVEMBER 8, 2023

Facebook Though it started as a social networking site, Facebook has become a social commerce platform, connecting businesses with customers worldwide. HomeAdvisor HomeAdvisor connects homeowners with service professionals for home improvement and repair services. Read our guide on how to do Facebook marketing correctly.

Travel 59

Travel Hotels Social Media Healthcare 59

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. A great experience, but for whom? The thought behind the gifts is nice, but he can’t enjoy either.

Brands 259

Brands Hotels Consulting Workshop 259

ShepHyken

NOVEMBER 11, 2022

You can easily use QR codes to drive customers to customer assistance sections on your website, social media channels, and other platforms. . You can connect the QR codes with the live chat software on your official website so that your customers can directly land there for any queries they may have. To sum it up.

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

Experience Investigators by 360Connext

JANUARY 12, 2015

As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while. Realizing I never rented a car because the client was across the street, the hotel front desk person offered to pick me up from the airport each month so I wouldn’t have to take a cab. Instead of greeting a frequent shopper with a “You again?”

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

Kustomer

JUNE 1, 2023

Think of a CRM as your eyes and ears throughout the internet: it can capture client information through an embedded form on your most visited website blog; it can search social media and sort leads based on user activity; and it can optimize your website by giving intel on which keywords are driving the most people to your specific webpages.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

ShepHyken

JANUARY 21, 2024

You will love his opening story about what happened in a well-known, name-brand hotel. In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular.

2024 59

2024 Article Customer Service Workshop 59

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

Customer Bliss

JUNE 6, 2017

Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. About Brad. Vertical integration.

Hotels 149

Hotels Social Media Consulting 2014 149

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. Social Media Link ). Hotel Reputation Management: Best Practices and Tactics.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Experience Investigators by 360Connext

APRIL 7, 2015

We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. Since everything on our end was the same, including flight numbers, we assumed the airline had determined this was a comfortable amount of time to make the connection.

Airlines 307

Airlines Customer Experience Travel Books 307

CSM Magazine

SEPTEMBER 28, 2021

The study included insights from 2,000 nationally representative consumers who visit a bar, restaurant, pub or hotel once every six months. At the same time, social media platforms, along with ratings and review sites like TripAdvisor, are more commonly used during and after the visit. Discounts and promotions.

Hospitality 52

Hospitality Consumers Social Media Hotels 52

Stella Connect

OCTOBER 21, 2021

A major hotel chain recently issued an internal memo from its leadership to hotel owners and managers. . “We Compounding the issue is the fact that there is no longer such a thing as an “offline” experience, because any customer interaction can be photographed and shared on social media – thereby bringing it online.

Hotels 59

Hotels Social Media Contact Center Customers 59

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. Whilst the hospitality industry has been based on serving and satisfying its guests, in today’s connected world it also needs to consider people who are currently strangers – but who could potentially become clients. ” #3.

Hospitality 87

Hospitality Hotels Social Media Innovation 87

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Hotels 231

Hotels Social Media Innovation Consulting 231

Bill Quiseng

JULY 28, 2014

The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Marriott Hotel in Washington, D.C., Many such interactions will come from social media networks.

Customer Service 143

Customer Service Hotels Social Media 2013 143

Customer Alignment

AUGUST 6, 2017

When talking about touch points and channels, we refer most often to those within our control e.g. the call centre, email, the physical store, social media. We booked a holiday (flight and hotel) with a well known online travel company - one of our preferred brands. To illustrate this, a recent example.

Hotels 40

Hotels Connections Customer Experience Travel 40

SurveySparrow

NOVEMBER 7, 2023

Omnichannel Collection: Gather feedback from various touchpoints, including email, social media, and QR codes, ensuring comprehensive data. Effortless Sharing: Create an account, choose from sharing options, and post on social media, use links, or embed on websites. Pricing: $15 per month 4.

Interaction 52

Interaction Social Media Hotels Travel 52

ShepHyken

AUGUST 9, 2019

Stay Connected with Your Customers. For Example, I remember my stay at one of the boutique hotels. After my visit, I received an earnest call from someone at the hotel asking about different aspects of my stay. His client was so surprised and thrilled that he shared it on social media.

Blog 118

Blog Seminar Hotels Customer Satisfaction 118

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. These include online travel agencies (OTAs), social media, mobile apps, and brand websites. What is Guest Experience?

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

ReviewTrackers

JUNE 27, 2019

By taking the time to listen to, acknowledge, and respond to guest and customer feedback — particularly those posted on websites like TripAdvisor , Yelp, Google, and Facebook, among others — organizations can strengthen their brand reputation, improve social media performance, and boost financial outcomes.

Management 85

Management Hospitality Hotels Net Promoter Score 85

Lithium

DECEMBER 28, 2020

Our mission is to help you be all-ways connected with your customers — to know who they are, what they want, and how you can meet them wherever and whenever they want to connect. Make connections. Keep up with us on social media by following @KhorosLLC and using #KhorosEngage.

Engagement 52

Engagement Workshop Social Media Events 52

Clarabridge

DECEMBER 3, 2015

At its core, IoT is about connecting devices over the internet to enable them to talk to other devices, other apps, or even to us. Examples range from connected devices, such as smart meters in the home that turn off the heat when no one is at home, to smart cities that include smart trash cans that tell you when they need to be emptied.

Connections 40

Connections Net Promoter Score Hotels B2C 40

LoyaltyPlus

SEPTEMBER 1, 2021

Continued lockdown restrictions are resulting in the closures of many airlines, hotels, restaurants, bed and breakfasts, and the list goes on. It is especially crucial for airlines and those in hospitality to create an emotional connection. Sadly, things are not any better elsewhere in the world.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

Experience Investigators by 360Connext

FEBRUARY 12, 2015

I plug in my flight, hotel and other trip information, and TripIt helps me by sending me reminders and alerting me to issues. Off the top of my head, here are just a few SaaS products I use on a regular basis. TripIt by Concur – This travel organizer has saved me on countless occasions.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

CSM Magazine

NOVEMBER 5, 2021

Marketing on mobile devices through SMS, MMS, email, social media, and apps is nothing new, but it’s never been more important for businesses to invest in this crucial channel. Before, unified communications services only combined email, social media, and telecommunications, unlike now. Why mobile?

Marketing 52

Marketing Social Media B2B Telecommunications 52

ijgolding

NOVEMBER 25, 2014

Those of you who have ever seen the reaction of teenagers who have experienced a failing Wi-Fi connection will know exactly what I am talking about. The hotel industry is one that needs to recognise the importance of Wi-Fi as a driver of customer dissatisfaction.

Social Media 84

Social Media 2014 Hotels Entertainment 84

transcosmos Information Systems

FEBRUARY 18, 2019

People share almost everything on social media, sometimes, a little too much. They’ve been known to surprise customers as ways to connect and engage. Legendary hotel chain Ritz-Carlton’s service policies are as sophisticated as the hotel itself. After all, everyone is a customer one way or another.

Customer Service 75

Customer Service Hotels Magazine Retail 75