CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Hospitality Guest Experience Books 52

ijgolding

JANUARY 21, 2015

Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the […].

Hotels 95

Hotels Customer Experience Customer Retention Customer Journey 95

Maz Iqbal

DECEMBER 14, 2019

What is the driving force (as in motivation) for much of that which occurs under the Customer Experience label in many a corporate enterprise? My experience suggests it is some combination of fear and greed: fear of losing out and greed for higher revenues, higher profit margins, and higher profits.

Hotels 62

Hotels Customer Experience Customers Technology 62

Beyond Philosophy

OCTOBER 30, 2017

Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. It’s all part of the company’s plan to deepen its relationship with loyal customers. And the big hotel chains are worried. The problem is, customers are not rational!

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

Experience Investigators by 360Connext

APRIL 28, 2015

As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. 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.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

Zonka Feedback

MAY 10, 2023

Create memorable Hotel Stay Experiences and lure your hotel guests to choose your hotel in every trip! Explore the top Customer Satisfaction Survey Questions for Hotels to gauge Customer Satisfaction. So when you are in the Hotel industry, Customer Experience is everything!

Hotels 52

Hotels Customer Satisfaction Hospitality Travel 52

ShepHyken

OCTOBER 26, 2018

My guess is that your poor experiences will be at least quadruple the number of extraordinary experiences. Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. I arrived at the hotel in a downpour, perhaps a foreshadowing of what was to come.

Hotels 111

Hotels Blog Hospitality Guest Experience 111

Doing CX Right

JULY 7, 2023

Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. The post Golden Ticket to Customer Experience Event July 2023 appeared first on Doing CX Right. Only for DoingCXRight subscribers this week. Learn details and register for drawing ony July 10.

Events 97

Events 2023 Customer Experience Hotels 97

Doing CX Right

FEBRUARY 3, 2023

Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right. Only for DoingCXRight subscribers this week. Learn details and register for drawing by Feb 9.

Events 98

Events Customer Experience Hotels Customers 98

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. More on this here.

Customer Service 256

Customer Service Customer Experience Hospitality Hotels 256

ShepHyken

NOVEMBER 3, 2021

My hotels have struggled this year with our service scores. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. It could be that a competitor is delivering a better experience. First, there must be a way to measure the experience. He writes: .

Hospitality 165

Hospitality Hotels Customer Experience Feedback 165

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings.

Hotels 112

Hotels 2015 2014 Customer Experience 112

Magellan Solutions

JUNE 10, 2021

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. From customized virtual receptionist services for vacation home rentals, and bed and breakfasts. But the industry is anything but relaxing.

Hotels 52

Hotels Entertainment Hospitality Call Center 52

Experience Matters

MARCH 20, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S.

Hotels 78

Hotels 2017 Customer Experience Consumers 78

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 120

Customer Experience Hotels Banking Airlines 120

Beyond Philosophy

JULY 30, 2015

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. Am I just hacked off at hotels?

Customer Experience 159

Customer Experience Hotels Airlines Customers 159

Bill Quiseng

APRIL 25, 2021

We can learn from the processes we took during this pandemic to establish the same steps to reassess and create our customer experience in what is the new normal. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Customer Experience 190

Customer Experience Hospitality Airlines Hotels 190

Oracle

MARCH 5, 2018

In episode 20 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share tips and strategies for creating remarkable customer experiences, analyzing lessons learned from Michelin-starred restaurants to hotels and art galleries. See the Experience This!

Hotels 62

Hotels Customer Service Travel Events 62

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. This article shares ideas that any industry can use from the luxury hotel industry. Here are my top five picks from last week.

2024 76

2024 Article Hotels Loyalty Programs 76

Experience Investigators by 360Connext

JUNE 9, 2015

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The ultimate goal is to win customers and maximize their lifetime value.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

Experience Matters

APRIL 2, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion.

Hotels 67

Hotels 2018 Hospitality Consumers 67

ReviewTrackers

MAY 4, 2017

Welcome to This Week In Reviews , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: A new study finds that reviews are helping independent hotels drive revenue. Hotel brand names do not mean as much to guests as they once did. ”

Hotels 70

Hotels Feedback Brands Management 70

ShepHyken

OCTOBER 26, 2018

My guess is that your poor experiences will be at least quadruple the number of extraordinary experiences. Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. I arrived at the hotel in a downpour, perhaps a foreshadowing of what was to come.

Hotels 49

Hotels Blog Hospitality Guest Experience 49

Customer Bliss

AUGUST 8, 2019

The following books should be in your arsenal for customer experience transformation. The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. knows a thing or two about creating memorable experiences and providing stellar customer service.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

SurveySparrow

DECEMBER 24, 2023

One great way to crack this is by using customer experience surveys ! What is a Customer Experience Survey? A Customer Experience Survey is a systematic method businesses employ to collect and analyze feedback from their customer base. Customer Journey Surveys How do they align?

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Published on: January 29, 2016. I think it comes down to four areas: 1.

Hotels 56

Hotels Customer Service Social Media Travel 56

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. Customer service: what you can learn from great business leaders.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

Maz Iqbal

DECEMBER 15, 2015

My experience lived up to the five star rating that Homelands has earned on TripAdvisor. Here’s what I think the hotel … Continue reading "What Can The Hotel Industry Learn From Homelands B&B?". It was so good that staying at Homelands occurred as staying at a home away from home.

Hotels 75

Hotels Loyalty Customer Insights Insights 75

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

Heart of the Customer

JULY 1, 2019

We’d shipped them to the hotel ahead of time, but when I arrived, they were nowhere to be found. The hotel recommended I call USPS to ask who signed for the […]. The post Is Your Customer Experience Program Making Your Customer Experience Worse? appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience Hotels Books Customers 60

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Customer Journey Mapping Net Promoter Score Customer Journey 117

CloudCherry

MARCH 7, 2018

Businesses use it to garner essential customer insights that allow them to create the delightful customer experiences and compete at the top level. However, they might not be aware that there is more data available related to how the customer arrived on the site and on the reservation page. No One Realizes It Exists.

Customer Experience 186

Customer Experience Hotels Customers Insights 186

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. We have the privilege and honor of working with some amazing clients.

Hotels 117

Hotels Travel Workshop Reference 117

Customer Bliss

MARCH 21, 2019

Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. One who leads with a vision and principles that can transform both employee and customer experience?

Hotels 192

Hotels Employee Experience Leadership Magazine 192

Daniel Group

JUNE 20, 2023

Your Brand and Customer Experience: Is CX part of your brand now? Customer Experience is your brand. Your Brand and Customer Experience —The Connection To better understand the connection between CX and your brand, let’s start with a definition of branding. Customer experience boosts your marketing.

Brands 52

Brands Hotels Customer Experience B2B 52

ShepHyken

JULY 11, 2023

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118

Hotels Workshop Customer Service Training Communication 118