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

Qualtrics

FEBRUARY 16, 2021

The guest experience could be the difference between whether a guest returns or not. Explore the ways that organizations can use guest experience as a key factor of their success. What is guest experience? The guest experience is the cumulative effect of every interaction your guests have with you.

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

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.

2021 155

2021 Article Customer Service Guest Experience 155

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 139

Hospitality Guest Experience Advertising Culture 139

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.

Contact Center 260

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

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 74

Guest Experience Hotels Hospitality Customer Satisfaction 74

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

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

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 79

Guest Experience Document Entertainment Hospitality 79

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

Avaya

JUNE 27, 2017

Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. And 67% would sign up for location-based coupons and alerts.

2017 53

2017 Hospitality Guest Experience Hotels 53

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

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. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Feedback 78

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

ENGAGE.cx

OCTOBER 14, 2015

It’s fair to say the hospitality industry aims to welcome guests to its properties the way a host welcomes visitors into his or her home. 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.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

BirdEye

MARCH 4, 2024

The hospitality industry also leads in Google search views. To transform these views into actual guest visits, enhancing your online review strategy is crucial. ” “I want to thank [waiter’s name] for going above and beyond to ensure that our dining experience was perfect.

Social Media 109

Social Media Hospitality Guest Experience Feedback 109

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.

Omnichannel 48

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 105

Tourism Entertainment Guest Experience Hospitality 105

ReviewTrackers

MARCH 3, 2019

Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. You can also gain valuable insights on how to deliver even better guest experiences. 83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions.

Hotels 70

Hotels Travel Guest Experience Books 70

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