Michel Falcon Experience

MARCH 17, 2023

I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. This episode is on the golden rule of hospitality, and I want to reframe what that golden rule is. So for me, the golden rule of hospitality is not your choice.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Bill Quiseng

AUGUST 10, 2015

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. While I was quoted in the first chapter, I bought the Kindle version for the invaluable insight shared by some real hospitality heavyweights. Micah has done that for you here.

Hospitality 149

Hospitality Culture Hotels Guest Experience 149

Totango

JUNE 25, 2020

SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences. As many of us know, COVID-19 has been especially hard on those in the hospitality industry. Ilana Brown: Yes, for sure.

Hospitality 62

Hospitality Guest Experience Customer Success Definition 62

inmoment

SEPTEMBER 19, 2019

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. Here are a few strategies to get you started: Improving Experiences Today.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

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

Avaya

MARCH 13, 2017

We especially see this in one of today’s most customer-centric industries: hospitality. This is a serious issue, considering that the hospitality industry is coming off five consecutive years of employee turnover rate increases. There are many paths that hotel owners, operators and consultants can take to improve on these fronts.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

ShepHyken

JANUARY 25, 2021

5 Step Plan to Create the Perfect Guest Experience by Patrick Landman. Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. That’s a basic goal of a good program.

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2021 Article Customer Service Guest Experience 154

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Lee West, Pastor of Guest Experiences @GatewayPeople Click To Tweet.

Hospitality 162

Hospitality Customer Experience Guest Experience Chief Customer Officer 162

Magellan Solutions

DECEMBER 4, 2023

It harmonizes a symphony of impeccable guest arrivals and content patrons. It guarantees that your hotel thrives by providing top-notch hospitality services. Our goal is to provide exceptional service that sets a new standard for hospitality. We are your partner in providing exceptional hospitality. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

ShepHyken

MARCH 30, 2021

How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. The Most Powerful Marketing Tool is a Happy Customer.

Hospitality 138

Hospitality Guest Experience Advertising Culture 138

NICE inContact

OCTOBER 29, 2019

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. Find out how NICE inContact and CXone continue to play a role in Radisson Hotel Group’s commitment to providing memorable moments for its guests all over the globe. million calls and 1.5

Contact Center 48

Contact Center Hotels Guest Experience Call Center 48

Avaya

FEBRUARY 7, 2017

This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. Enable data to be shared organization-wide: The hospitality industry serves millions of travelers who are generating, sharing and consuming their fair share of data each day.

Hotels 55

Hotels Guest Experience Hospitality Travel 55

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. I have added my comment about each article and would like to hear what you think too.

Article 67

Article Customer Service Hospitality Hotels 67

InMoment XI

JANUARY 16, 2024

Hospitality Virtual Concierge Services : Hotels and travel agencies employ virtual concierge services powered by AI to provide guests with information about amenities, local attractions, and hotel services. These virtual concierges enhance the overall guest experience.

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Contact Center Virtual Agent E Commerce E-support 260

Currency Alliance

OCTOBER 11, 2018

Beyond the booking process, and to complement the digital guest experience, hotels stand to make the greatest gains by becoming better resellers of local services and experiences. Restive guests: understanding hospitality loyalty. Different loyalty drivers apply to different guest demographics.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Eptica

JULY 15, 2020

Tags: Jeanne Bliss, Dorchester Collection, hospitality, Customer Service, Customer experience, CX, Customer satisfaction, empathy, MakeMomProud Categories: Best Practice.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

ShepHyken

DECEMBER 17, 2019

The Hospitality Mentality. 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. Shep Hyken interviews Rupesh Patel.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

Helpware

FEBRUARY 14, 2023

The hospitality sector is an industry highly dependent on customer satisfaction. Great reviews are often proof of a great hotel guest experience. When more people share their positive experiences online, the hotel’s reputation dramatically improves.

Guest Experience 72

Guest Experience Hotels Hospitality Customer Satisfaction 72

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 110

Hotels Blog Hospitality Guest Experience 110

ShepHyken

JANUARY 7, 2022

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy.

Guest Experience 78

Guest Experience Document Entertainment Hospitality 78

Optimove

JULY 19, 2022

The hospitality industry is back. With millions of us reaching for our passports and planning a long-overdue getaway, the hospitality sector is expected to grow from $3.9 It might sound like a first-world problem, but addressing the almost daily frustration of lost keys can go a long way to elevating the guest experience.

Hotels 52

Hotels Marketing Guest Experience Travel 52

NICE inContact

OCTOBER 29, 2019

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups.

Hotels 48

Hotels Contact Center Guest Experience Call Center 48

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.

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Innovation Healthcare Customer Experience Net Promoter Score 200

Magellan Solutions

JUNE 10, 2021

Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. These are especially the people behind the successful hospitality businesses. We work with you to create the ultimate guest experiences. We want to ensure an exceptional customer experience.

Hotels 52

Hotels Entertainment Hospitality Call Center 52

NICE inContact

JUNE 27, 2017

When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty.

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Omnichannel Contact Center Guest Experience Hospitality 48

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

ShepHyken

OCTOBER 31, 2017

With more than 12 years of experience in the Hospitality, Tourism, and Attractions Industry, Joshua specializes in guest experience training, feedback analysis, mystery shopping, and quality assurance consulting.

Tourism 104

Tourism Entertainment Guest Experience Hospitality 104

Kustomer

JUNE 9, 2021

The tourism and hospitality company has been able to create a loyal fan base. One of the many reasons they are known for their impeccable service is because they have empowered every employee to provide additional touches to make their guests’ experience exceptional.

Tourism 96

Tourism Exceptional Customer Service Guest Experience Hospitality 96

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. The Engagement Score provides the ability to understand and recognize how guest experience investments are truly impacting financial performance.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Think Customers

APRIL 20, 2016

Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. I recently visited Iceland's capital, Reykjavik, for a four-day vacation. Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to.

Tourism 53

Tourism Guest Experience Hospitality Travel 53

CSM Magazine

MAY 12, 2022

Though the start of the global pandemic prevented or reduced travel, the distribution of vaccines and a decline in hospitalizations have prompted people to get back out and explore. More importantly, they’re local, so that they can resolve any immediate guest issues. Amenities And Guest Services.

Customer Experience 52

Customer Experience Travel Entertainment Guest Experience 52

CSM Magazine

MARCH 27, 2023

The key to having successful events is having a team that pays attention to detail and makes sure that your guests’ experience is as pleasant and stress-free as possible. Look for Experienced Candidates When scouting for potential staff members, look for candidates with industry experience.

Events 52

Events Guest Experience Reference Hospitality 52

Opinionator

MARCH 10, 2021

These comment cards are most often found in retail stores, but are also used in other industries, such as banks, restaurants and hospitals. They are presented at the business location (perhaps even with the POS invoice or guest check) – so not an online customer interaction. What Does a Customer Comment Card Look Like?

Feedback 87

Feedback Guest Experience Hospitality Customers 87

Michel Falcon Experience

NOVEMBER 20, 2019

We want all our team members to take ownership of the guest experience and their professional development. Below is an image of our entire process that has helped us experience an employee retention rate 2.5x higher than the hospitality industry average. These same professionals apply and teach themselves to get better.

Engagement 89

Engagement Culture Guest Experience Hospitality 89

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. One of the hardest hit sectors in the is the hospitality industry. So, we recently decided to have a short staycation in the UK to see how hospitality was faring post-lockdown.

Hotels 36

Hotels 2021 Hospitality 2020 36

ReviewTrackers

MARCH 21, 2019

Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. By staying on top of what people are saying, your business can build a stronger online reputation and gain valuable insights on how to deliver superior guest experiences. Respond to your customers.

Hotels 56

Hotels Travel Guest Experience Books 56

Beyond Philosophy

MARCH 6, 2017

Research by Market Metrix, a business that helps companies in the hospitality industry improve their guest experiences, showed that the top two things that drove value for hotel guests were adequate lighting in rooms and reliable internet access.

Hotels 119

Hotels Guest Experience Hospitality Social Media 119