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. More on this later.)

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Join us as we analyze Airbnb’s surveys, explore their structure, and see how Airbnb redefines the travel and hospitality industry through insights.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Feedback 78

Currency Alliance

OCTOBER 11, 2018

It does give pause for thought, however, that agile tech companies have proven more apt at filling these gaps: owning more of the customer journey, gathering more detailed data, and making more relevant and personalized offers. Many of these are experience-enhancers which double up as upselling platforms. [ii].

Hotels 40

Hotels Hospitality Loyalty Travel 40

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

ENGAGE.cx

OCTOBER 13, 2016

This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money. So, the higher the score, the more engaged the customer. A Connected Customer Engagement solution like ENGAGE.cx

Engagement 40

Engagement Guest Experience Hotels Hospitality 40