Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? Here are five ways hospitality leaders and/or IT decision makers can begin building a successful digital strategy: Extend customer communications beyond the call center: Customer relationships are shaped across every business unit at every touch point, so why quarantine communications within the call center?

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

InMoment XI

FEBRUARY 5, 2024

Users can leave reviews for various establishments such as restaurants, hotels, shops, and more. Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers. These reviews often include ratings, written feedback, and sometimes photos.

2024 260

2024 Competitive Advantage Consumers Feedback 260

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

Experience Investigators by 360Connext

NOVEMBER 12, 2014

In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. 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. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

Topdown

FEBRUARY 27, 2017

But there’s another big lesson every industry can take away from retail and hospitality: happy employees make happy customers. Think about your own recent visits to stores, restaurants or hotels. How did that impact your experience as a customer? How did it impact your impression of the brand?

Engagement 48

Engagement Customer Engagement Hospitality Hotels 48

ShepHyken

MARCH 10, 2024

If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” Is Customer Empowerment the New Customer Engagement?

Article 79

Article 2024 Customer Service Airlines 79

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. The change is more than cosmetic.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

ShepHyken

SEPTEMBER 5, 2022

The Remarkable Customer Experience Recovery System and Digital Transformation by Are Morch. Hospitality Net) In the hotel industry, we have traditionally emphasized customer service and customer service recovery. When you see the word hotel in this article, just mentally swap it with the word “business.”

Article 68

Article Net Promoter Score 2022 Customer Service 68

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

CSM Magazine

JUNE 27, 2023

As a ‘Groundbreaker Sponsor’ at the event, Sabio, the digital customer experience (CX) transformation specialist, and makepositive will demonstrate their commitment to innovation in the world of customer engagement and the revolutionary opportunities that come with it.

Consulting 52

Consulting 2023 Multi-Channel Events 52

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

2017 0

2017 Article Net Promoter Score Customer Service 0

SuiteCX

MAY 25, 2016

Amazon is a classic example of collecting and using personal information to improve customer engagement. Customers contribute to relevant personalization each time they rate a product. The consummate example of understanding fundamentally what customers want and translating that into a successful service comes from Airbnb.

Customer Engagement 40

Customer Engagement Engagement Customer Journey Mapping Travel 40

ShepHyken

AUGUST 1, 2022

These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Linkedin Pulse) The Ritz-Carlton Hotel Company carries an experience excellence mystique. Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM.

Article 71

Article 2022 Customer Service B2C 71

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

ReviewTrackers

JUNE 27, 2019

Entitled “Hotel Performance Impact of Socially Engaging with Consumers” and authored by Chris Anderson and Saram Han of the Cornell University School of Hotel Administration, the study analyzed review data on TripAdvisor and examined the effects of reviews and review responses on reputation and revenue.

Management 85

Management Hospitality Hotels Net Promoter Score 85

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Go to the hotels.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Experience Investigators by 360Connext

JUNE 9, 2015

It’s the little plus that show that you value the customer and their business. EXAMPLE: Doubletree Hotels and their chocolate chip cookie. It’s a signature extra by the hotel. Check in at any Doubletree around the world and you’ll receive a warm chocolate chip cookie at reception.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

Qualtrics

FEBRUARY 16, 2021

In the case of a hotel for example, guests are involved from the booking stage, right through to check out, before (hopefully) re-booking for next time. Other businesses have adopted these solutions to help keep their offering competitive and focused on their customers: Investing in mobile app technology for contactless customer engagement.

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

CSM Magazine

FEBRUARY 1, 2024

Customer service is a broad term that covers a large number of tasks. It may include everything from answering phones at a hotel to providing social media support for a large corporation. Increased customer engagement with weekly social media question and answer sessions. The following tips can help you do just that.

Net Promoter Score 52

Net Promoter Score Social Media Rewards Programs Customer Retention 52

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged. But, the hotel operator also knows it only costs about 7€ to clean a room.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

SurveySensum

JUNE 25, 2019

Offering exceptional guest experience is on the priority list for successful restaurants or hotels. The question here is how customer experience managers of restaurants or hotels can influence word-of-mouth advertising.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

Article 52

Article Net Promoter Score 2017 Customer Service 52

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

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Hotel brands sometimes thank customers for their 10th or 100th stay. Support your customers’ goals. What about when they complete a training process or post about your brand on social media? Look for milestones. Are there milestones to recognize? Can you plan for appreciation at key points in the relationship?

Airlines 372

Airlines 2020 Social Media Hotels 372

Clarabridge

OCTOBER 12, 2015

Personalization isn’t just a buzz word for customer experience teams—it’s an integral part of any customer engagement strategy. Personalizing the customer experience shows your customers that you are listening to their feedback, that you understand and empathize with their needs , and that you value their opinions.

Customer Experience 75

Customer Experience Hotels Loyalty Programs Social Media 75

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

Currency Alliance

JUNE 1, 2020

If you operate a hotel or airline, the margin on incremental revenue from rooms or seats that would have gone unsold is more than 80%. Create ‘wow’ moments to keep customers engaged. And don’t forget, when customers engage, you get the data and permission to continue marketing directly to them.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Experience Investigators by 360Connext

APRIL 7, 2015

My husband tries another American Airlines customer service rep. That’s where we’re told that the “best they can do” is offer us a hotel “distressed passenger” discount for a hotel 40 minutes from the airport. Then we go wait for standby and realize our fate.

Airlines 307

Airlines Customer Experience Travel Books 307

Lithium

SEPTEMBER 29, 2022

Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation. The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. A New Approach.

Hospitality 52

Hospitality Brands Travel Airlines 52

Bold360

FEBRUARY 19, 2020

This year, we’ll be reimagining customer engagement start to finish, from first touch through resolution. By rethinking every area of customer engagement, you just might find new ways to differentiate your business. CXNext 2020: Engagement Redefined. Boston Marriott Long Wharf Hotel, Boston, MA.

2020 52

2020 Engagement Hotels Events 52

Gravy Analytics

AUGUST 19, 2019

You can also segment devices by frequency of visit to better understand customer engagement with your brand. As consumers go about their daily lives – visiting grocery or clothing stores, traveling out-of-town for a concert, and staying at a hotel – new visits are automatically created and added to the file.

White Paper 71

White Paper Hotels Travel Consulting 71

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Off the top of my head, here are just a few SaaS products I use on a regular basis.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Lithium

DECEMBER 28, 2020

Let us introduce you to Khoros Engage. Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions. We’ve loved hearing your excitement for our new Khoros customer engagement platform.

Engagement 52

Engagement Workshop Social Media Events 52

Hallmark Business Connections

NOVEMBER 16, 2020

With just a few tweaks of your customer experience processes, you can make a difference in people’s lives while simultaneously building brand reputation and loyalty. It all starts with equipping your employees with customer engagement tool kits. How to Make Customer Engagement Tool Kits That Work.

2021 62

2021 Customer Experience Banking Hotels 62

Currency Alliance

MARCH 28, 2023

This is to increase participation among those less frequent customers who are never going to get to a free flight, hotel stay, or iPad. Over time, loyalty currencies became more liquid, as brands in more categories sought to engage more customers with increasingly more creative promotions.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Customer Alignment

AUGUST 6, 2017

Delegating companies often seem to want it both ways – let the partner have responsibility for delivering an important part of the customer experience; chastise them even if the customer pain point wasn’t of their doing and punish them for not hitting customer experience or satisfaction scores that they have been given.

Hotels 40

Hotels Connections Customer Experience Travel 40