Magellan Solutions

JUNE 10, 2021

What is covered by a vacation rental answering service. Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. Excellent customer service means never allowing the concierge desk to sit empty. Even to call center solutions for large hotels. TALK TO US!

Hotels 52

Hotels Entertainment Hospitality Call Center 52

Eptica

JULY 15, 2020

Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Published on: July 15, 2020.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother?

Customer Experience 98

Customer Experience Airlines Guest Experience Hotels 98

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. They want B2C-like experiences.

Article 70

Article 2022 Customer Service B2C 70

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

ShepHyken

DECEMBER 17, 2019

Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. How do I avoid bad customer reviews?

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Understanding Customer Experience Design What is CX design, you ask?

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

CSM Magazine

MAY 12, 2022

Of course, they’ll need a place to stay during their travels; however, hotels are often packed and overpriced. While owning a vacation rental can work in your favor, the key to generating income boils down to quality customer service and experiences. Amenities And Guest Services.

Customer Experience 52

Customer Experience Travel Entertainment Guest Experience 52

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Micah even discusses how technology has and will change the guest experience.

Hospitality 149

Hospitality Culture Hotels Guest Experience 149

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

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.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. Hotels Keep on Charging! Outrageous!

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

BirdEye

JUNE 21, 2023

It would be nice if simply producing a quality product and delivering exceptional customer service were all you need to ensure that your doors never close. Take hotels, for example. Impersonal service, unclean rooms, and a lack of amenities plague hotel guests. Why is the competitor analysis beneficial?

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

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

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. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. Sound too good to be true? Not in the least.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Smith+co CX

DECEMBER 8, 2020

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. We stayed at three of the best-known luxury 5-star hotel/restaurants in the UK. Reinvent your Customer Experience. Top Global Brands 2020).

Hotels 36

Hotels 2021 Hospitality 2020 36

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Bill Quiseng

JANUARY 16, 2017

This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. With the recent acquisition of Starwood, Marriott is the world’s largest hotel company with over 5700 properties worldwide. Filed under: Customer Service.

Entertainment 100

Entertainment Guest Experience Hotels Culture 100

Think Customers

MAY 14, 2015

Last week, I stayed in two different hotels in the greater Atlanta area. Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. One was a Ritz-Carlton, and the other a Marriott.* But it wasn't--at least not for me. 1to1Media.com/weblog.

Guest Experience 75

Guest Experience Hotels Blog Brands 75

Michelli Experience

NOVEMBER 14, 2017

I am delighted to have known Ed for years and am honored (beyond words) that he listed me as a member of his trusted personal board of directors in a recent article for Hotels Magazine. This week Ed Mady is being recognized as Hotelier of the World by Hotels Magazine at an awards ceremony at The Lotte New York Palace.

Brands 45

Brands Hotels Magazine Leadership 45

CSM Magazine

AUGUST 26, 2019

The resort ideally suits those planning to host a memorable, classic wedding and for company events as they have an experienced team always ready to serve guests in their stunning Grand Ballroom and the 24 conference rooms available. Many of the guests comment on the excellent service and attention from “the brilliant customer service team”.

Events 40

Events Entertainment Guest Experience Hospitality 40

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

ENGAGE.cx

SEPTEMBER 23, 2015

You jump online to check out the availability with your favorite hotel company at your targeted destination. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. Imagine this dream scenario when planning your next vacation or business trip.

Guest Experience 72

Guest Experience Hospitality Hotels B2C 72

Playvox

APRIL 14, 2022

Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant it is, excellent customer service is crucial to keeping it prosperous. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Omnichannel Events Webinar 78

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

ENGAGE.cx

OCTOBER 14, 2015

Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can. Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort. But being big shouldn’t be a barrier to creating loyalty through customer service.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65