CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is a data-driven guest experience and retention platform focused 100% on building operator-focused tools.

Technology 52

Technology Hotels Guest Experience Hospitality 52

CSM Magazine

JUNE 15, 2021

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights.

Retail 52

Retail Guest Experience Contact Center Insights 52

Experience Investigators by 360Connext

MARCH 26, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 282

Travel Hotels Guest Experience Airlines 282

ShepHyken

AUGUST 1, 2022

They can even be someone’s first real impression, eclipsing marketing materials. After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume.

Article 69

Article 2022 Customer Service B2C 69

ReviewTrackers

MAY 11, 2018

The end-to-end guest experience — from research and reservations to ordering, delivery, consumption, and payment — can now happen in a handful of screen taps or mouse clicks. And close to one in three are receptive to SMS marketing. The impact of engagement. Focus on Guest Experience = Increase Customer Satisfaction.

Customer Satisfaction 93

Customer Satisfaction Guest Experience Loyalty Consumers 93

Retently

SEPTEMBER 3, 2023

Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty. Yet, Airbnb’s Net Promoter survey is not just another routine questionnaire; it serves as a beacon in an evolving market. Short and enticing subject lines are the golden rule.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Feedback 78

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. If you market well but the experience isn’t there, your marketing won’t stick.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

BirdEye

JUNE 21, 2023

Basically, anyone that can claim a bit of your market share is fair game for a competitive analysis report. With it, you can create an effective marketing strategy to help increase brand awareness and, ultimately, gain a competitive advantage, all based on the revelations you learn. Detailed competitor analysis is empowering.

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience. How teaching your employees to provide great guest experiences increases sales by Alyssa Hanson . It drives word-of-mouth referrals.

2019 87

2019 Article Customer Service Guest Experience 87

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 111

Hotels Blog Hospitality Guest Experience 111

Alida

OCTOBER 27, 2017

Seeing and touching merchandise is appealing to the consumer, as is the opportunity to engage with other people. Customers enjoy coming to the store to engage with baristas but also want convenience that mobile supports, he said, and the human connection is the most important ingredient. Make it magical.

Retail 154

Retail E Commerce E-support Entertainment 154

Alida

JANUARY 26, 2017

AMB Sports & Entertainment (owner of Atlanta Falcons, Atlanta United FC and Mercedes-Benz Stadium) knows that the experience in the new stadium needs to match the building’s beauty and grandeur. The company is engaging with fans now to exceed their expectations by the time the new stadium opens.

Sports 174

Sports Entertainment Webinar Guest Experience 174

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum.

Hotels 52

Hotels Tourism Guest Experience Social Media 52

SurveySparrow

JUNE 28, 2023

Hence, this blog aims to explore the concept of customer experience optimization and highlight its importance across various sectors, supported by real-world examples. What is Customer Experience Optimization? How to do Customer Experience Optimization? Why is it Important to Optimize?

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

NetBase

MARCH 2, 2020

As the first of its kind, next generation consumer and market intelligence platform , we have so much to share with businesses around the actionable intel they could have at their fingertips. So, a Consumer and Market Intelligence Breakfast Seminar seemed the best way to deliver it en masse! And then to the meat of the meetings.

Social Media 60

Social Media Seminar Multi-Channel Leadership 60

Beyond Philosophy

MARCH 6, 2017

Our research led us to develop a tool called Emotional Signature that shows how an organization engages emotionally with its customers. These advocates act like informal marketing representatives, expanding your reach and your reputation simply because you made them happy. It’s the little things that make a difference.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 49

Hotels Blog Hospitality Guest Experience 49

Oracle

MAY 1, 2019

One of the key findings from WeddingWire’s 2019 Newlywed Report indicated that an emphasis is placed “on personalization and creating a full guest experience.” Engaged couples are designing invitations to include them, allowing guests to RSVP digitally for the big event with a tool like RSVPify.

2019 81

2019 Guest Experience Social Media Events 81

PeopleMetrics

FEBRUARY 26, 2015

It was for an Employee Engagement position at a Human Capital consulting firm. They cared about engaged employees. And yes, they really did conduct performance reviews, invest in training, and administer employee engagement surveys. They were able to boast best-in-class Employee Engagement scores and happy customers as a result.

Customer Experience 76

Customer Experience Hotels Guest Experience Employee Experience 76

SurveySparrow

OCTOBER 12, 2023

You create engaging conversational forms with advanced survey platforms such as SurveySparrow. Example: Market research surveys asking respondents to choose their preferred product features. Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience.

Feedback 52

Feedback Measurement Insights Customer Satisfaction 52

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. Strives to create delightful and meaningful interactions that keep users engaged and satisfied.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

ReviewTrackers

AUGUST 30, 2017

Customer journey mapping (drawing the various stages at which your customers engage with your brand) is crucial to providing an experience in which customers feel like banks care about them. The good news is that restaurants can create better guest experiences with data. Anticipate Rather Than React. Are you using Data?

Connections 50

Connections Healthcare Banking Insurance 50

Smith+co CX

DECEMBER 8, 2020

Smith+Co has worked with a number of leading hotel brands over the years, from luxury to budget, and so we were fascinated to see how they are coping given that the experience in staying at a hotel is so dependent on the emotional engagement. We stayed at three of the best-known luxury 5-star hotel/restaurants in the UK.

Hotels 36

Hotels 2021 Hospitality 2020 36

Service Untitled

FEBRUARY 8, 2012

Brands Keys Customer Loyalty Engagement Index sets Dunkin’ Donuts as number one in customer loyalty for the coffee category. Actually the superior guest experience happens when customer expectations are exceeded. Second only to oil production, coffee is the largest commodity sold.

2008 47

2008 Rewards Programs Guest Experience Brand Values 47

ReviewTrackers

MAY 15, 2017

In the real world, a good hotel manager doesn’t hide away in the office; instead, he or she is present in the lobby, or walking around the hotel, in order to connect with guests as well as get the staff together to deliver the best possible guest experience. out of 5, compared to an average of only 3.8

Hotels 20

Hotels Management Net Promoter Score Social Media 20

C Space

AUGUST 5, 2018

We believe companies should see online communities not just as a tool or a new way of doing existing types of research – but as an opportunity to change the ways they engage; to create something more authentic, more useful and more impactful. Here are the five benefits they were keen to highlight: 1) Cost-effective global collaboration.

2018 40

2018 Retail Customer Centricity Travel 40

SurveySparrow

DECEMBER 20, 2018

Employee churn has been the highest in ten years, and only 15% of the total employees has been revealed to be engaged in their jobs. Weeding out the people that focus too much on money helps the company to nurture and develop amazing employee engagement rate. Sprouts Farmers Market. Employee turnovers are expensive.

Culture 69

Culture Definition Innovation Apparel 69

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering. But there is a bigger story.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Michel Falcon Experience

APRIL 13, 2023

Second thing was I wanted to leverage free PR and start generating a lot of press because we had no marketing dollars, but we could get a lot of press coverage to drive the brand. You’re engaged now, how often do you tell your fiance that you love her? And then third is I wanted to create a really strong company culture.

Culture 60

Culture 2003 ROI Leadership 60

Kustomer

SEPTEMBER 9, 2021

I got suckered into cold calling newspaper subscriptions and really, I mean, I just kind of, I got, I never tried to actually try to steer away from it, but I somehow kept getting sucked back into customer experience and contact center types of roles. For me, it’s about elevating the intellect around customer experience.

Contact Center 98

Contact Center Metrics Measurement Customer Experience 98

Comm100

AUGUST 23, 2018

But this, according to Murph Krajewski, VP of Marketing at Sharpen, is missing the point. In marketing realms, it means putting a message anywhere a customer might be looking, listening, etc. It’s really magic to experience.”. Omnichannel isn’t actually about channels, it’s about your customers,” Krajewski says. “In

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Grade.us

APRIL 2, 2019

High engagement: These are your vocal customers, the often irritating but well-meaning bunch that will tell you the truth in love. Admiration: These customers love your business and display many of the same behavioral markers as the highly engaged group. If your experience was picture-perfect, please take a moment to tell us so!

Automotive 42

Automotive Hospitality Healthcare Feedback 42

Michel Falcon Experience

APRIL 11, 2019

Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. 2,000 engagements, $1,500 engagements, small retainers. Once the market turned around, it was like pre-recession. They market better. Now they’re gone.

Culture 60

Culture Books Leadership Hospitality 60

ReviewTrackers

MARCH 3, 2019

You can also gain valuable insights on how to deliver even better guest experiences. TripAdvisor alerts can also provide ideas on how you can increase engagement with consumers and improve your TripAdvisor business performance. Access free marketing tools to improve your TripAdvisor performance. Respond to reviews.

Hotels 70

Hotels Travel Guest Experience Books 70