InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

Michel Falcon Experience

NOVEMBER 20, 2019

My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. We want all our team members to take ownership of the guest experience and their professional development. Michel Falcon and Melissa Smilie, a People-First Culture hire. But, guess what….

Engagement 89

Engagement Culture Guest Experience Hospitality 89

Storyminers

FEBRUARY 2, 2016

Chick-fil-A’s operating approach is crystal clear: American restaurateurs who double down on service first also get the sales. The team members have been trained to notice the need, arrange for back-up, make the offer to the guest, and provide the service.). Is there a measure for how much this helps the bottom line?

Sales 45

Sales Hospitality Guest Experience 2016 45

SurveySparrow

JUNE 30, 2023

Involves multiple departments within an organization, including marketing, sales, customer service, and operations. Aims to create positive and memorable experiences that foster customer loyalty and advocacy. Measures success through usability testing, user feedback, task completion rates, and conversion rates.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their cultural habits are not merely lip service; it’s how they do business.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

Playvox

APRIL 14, 2022

While there are many quantitative metrics to measure, such as how long it takes to cook a dish or the average customer wait time, identifying those intangible qualities of customer service can be a little trickier. Ritz-Carlton knows that a key to providing superior customer experiences is hiring the right people.

Contact Center 78

Contact Center Omnichannel Events Webinar 78

NetBase

MARCH 2, 2020

Nicki walked our audience through several examples connecting social conversations with changes in public opinions and beliefs as well as measuring the impact of the media narrative pulling through on social. Social Media Intelligence vs Listening, what the difference and why does it matter? Nick Love is happy to tell you.

Social Media 60

Social Media Seminar Multi-Channel Leadership 60