Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. If you are new to the podcast, welcome.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Alida

OCTOBER 27, 2017

Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Personalization is a big part of the pilot store experience.

Retail 154

Retail E Commerce E-support Entertainment 154

Think Customers

MAY 10, 2016

These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

PeopleMetrics

FEBRUARY 26, 2015

It was for an Employee Engagement position at a Human Capital consulting firm. They cared about engaged employees. And yes, they really did conduct performance reviews, invest in training, and administer employee engagement surveys. They were able to boast best-in-class Employee Engagement scores and happy customers as a result.

Customer Experience 76

Customer Experience Hotels Guest Experience Employee Experience 76

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 112

Hotels Blog Hospitality Guest Experience 112

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. How can hotels competitively differentiate their front offices?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 50

Hotels Blog Hospitality Guest Experience 50

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Focus on Local SEO.

Connections 50

Connections Healthcare Banking Insurance 50

C Space

AUGUST 5, 2018

We believe companies should see online communities not just as a tool or a new way of doing existing types of research – but as an opportunity to change the ways they engage; to create something more authentic, more useful and more impactful. 5) Customer centric products and services. Leading the Way for Customer Experience.

2018 40

2018 Retail Customer Centricity Travel 40

SurveySparrow

OCTOBER 12, 2023

You create engaging conversational forms with advanced survey platforms such as SurveySparrow. For instance, a questionnaire that is built to collect consumer preferences for eco-friendly products. Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience.

Feedback 52

Feedback Measurement Insights Customer Satisfaction 52

Customer Enthusiast

AUGUST 2, 2017

The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel. 82% of guests question the value for price paid , thinking they overpaid for their stay at least sometimes. Unfriendly employees. Lacking effort.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Hospitality 40

ReviewTrackers

FEBRUARY 25, 2019

Hotels and accommodation properties that respond to TripAdvisor reviews enjoy 17 percent higher levels of engagement and are 21 percent more likely to receive a booking inquiry than those who don’t respond to reviews. for those who have not taken the time to answer any of their customers’ reviews. Don’t Humiliate Your Customer.

Hotels 91

Hotels Travel Hospitality Books 91

Service Untitled

FEBRUARY 8, 2012

Brands Keys Customer Loyalty Engagement Index sets Dunkin’ Donuts as number one in customer loyalty for the coffee category. The coffee category included ratings on consumer preferences, the consistency of meeting customer expectations for taste, quality, service, and brand value.

2008 47

2008 Rewards Programs Guest Experience Brand Values 47

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. Other parts of the digital customer journey are more accessible to established hotel brands. Restive guests: understanding hospitality loyalty. Different loyalty drivers apply to different guest demographics.

Hotels 40

Hotels Hospitality Loyalty Travel 40

LiveChat

FEBRUARY 15, 2016

Poor customer experience is more expensive than we think. 78% of consumers won’t make a purchase in your store if they’ve had a bad experience in the past. And, as you can expect, it’s not easy to compensate these customers for it. They will usually need 12 positive experiences to make it up for the negative one!

Customer Service Training 53

Customer Service Training Customer Service Customers Guest Experience 53

Martin Hill-Wilson

JULY 23, 2016

Booking a hotel room – see Expedia’s early experiments. Being served as a hotel guest – experience Edward at the Radisson Blu Edwardian in London. Or if the existing or potential customer value matters sufficiently even video engagement might be justified. Ordering lunch – look out for Tacobot on Slack.

Hotels 40

Hotels Guest Experience Brands Banking 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. What we have compiled here is a list of today’s industry-leading customer service examples. Source: Chipotle.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

ReviewTrackers

MARCH 3, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. You can also gain valuable insights on how to deliver even better guest experiences. It can be extremely time-consuming. Set Up TripAdvisor Alerts for Reviews. It may seem simple enough to track TripAdvisor reviews.

Hotels 70

Hotels Travel Guest Experience Books 70