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

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. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true?

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

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. 2017 Local Search Survey ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Hotels and B&Bs that respond to 65 percent of their reviews receive an average review rating of 4.15, compared to only 3.81

Hotels 91

Hotels Travel Hospitality Books 91

ReviewTrackers

MARCH 21, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. According to PhoCusWright, 83 percent say reviews help them pick the right hotel.

Hotels 56

Hotels Travel Guest Experience Books 56

Think Customers

MAY 10, 2016

While customer expectations will vary based on each consumer's mindset going into an interaction and what they expect out of it, people who are paying for a high-end product or service typically have amplified expectations. 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

delighted

JANUARY 28, 2020

Administering feedback programs in this manner is time consuming and complex. Sending surveys in this sort of cadence is ineffective for a few reasons: Customers are asked for feedback at seemingly random times and are typically less engaged with the business. NPS survey timing for B2B and SaaS brands.

NPS 43

NPS Hotels Net Promoter Score Retail 43

Martin Hill-Wilson

JULY 23, 2016

His organisation has just installed a hotel bot using interactive text response. Booking a hotel room – see Expedia’s early experiments. Being served as a hotel guest – experience Edward at the Radisson Blu Edwardian in London. Heard of MyWave , Mindmeld , creativevirtual , myclever and x.ai ?

Hotels 40

Hotels Guest Experience Brands Banking 40

Comm100

AUGUST 23, 2018

Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In this list, you will find the customer service developments that have reshaped consumer expectations, and that are on their way to determining the customer expectations of the future.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

ENGAGE.cx

SEPTEMBER 23, 2015

You jump online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true? for free today.

Guest Experience 72

Guest Experience Hospitality Hotels B2C 72

ReviewTrackers

MARCH 3, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. You can also gain valuable insights on how to deliver even better guest experiences.

Hotels 70

Hotels Travel Guest Experience Books 70

Customer Enthusiast

AUGUST 2, 2017

In May I read the 2017 Qualtrics Hotel Pain Index Study , made some notes, and had every intention of writing a June blog post in response to the study. 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.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Hospitality 40