Interactions

JULY 24, 2019

We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. For more than a decade, we have been a market leader in building Conversational AI applications for enterprise customer care. The Guest Experience Platform (GXP).

Guest Experience 54

Guest Experience Interaction Social Media Omnichannel 54

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps. Who took them?

Hotels 52

Hotels Marketing Guest Experience Travel 52

Magellan Solutions

JANUARY 19, 2024

The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience. It makes guests feel genuinely appreciated and looked after. Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

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

ShepHyken

JANUARY 25, 2021

Some loyalty programs are actually marketing programs. 5 Step Plan to Create the Perfect Guest Experience by Patrick Landman. .” This is an excellent article that showcases five ways to create the perfect guest experience. Substitute the word guest for customer, client, member, patient, etc.,

2021 155

2021 Article Customer Service Guest Experience 155

Customer Bliss

APRIL 19, 2019

You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. It’s a Competitive Market, Invest in Technology.

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. 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.

Hospitality 139

Hospitality Guest Experience Advertising Culture 139

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

ShepHyken

DECEMBER 17, 2019

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. Find ways to personalize your customers’ experience.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

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

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. Focus on Guest Experience = Increase Customer Satisfaction. Franchise Help ).

Customer Satisfaction 93

Customer Satisfaction Guest Experience Loyalty Consumers 93

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

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

inmoment

NOVEMBER 26, 2019

Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. . Finance: Think finance is removed from guest experiences? Think again.

Feedback 40

Feedback Guest Experience Webinar Interaction 40

ShepHyken

SEPTEMBER 4, 2023

The five ideas in this article are exactly what he uses when leading his team to deliver a great guest experience. Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp?

Article 67

Article Customer Service Hospitality Hotels 67

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

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

(CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it.

2019 87

2019 Article Customer Service Guest Experience 87

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Micah even discusses how technology has and will change the guest experience.

Hospitality 149

Hospitality Culture Hotels Guest Experience 149

Alida

OCTOBER 27, 2017

Before acquiring the Marvel and Star Wars universes, Walt Disney had established a long history of obsessing about great guest experiences, so a focus on its bricks-and-mortar presence is nothing new to the entertainment company. Make it magical.

Retail 154

Retail E Commerce E-support Entertainment 154

CSM Magazine

MAY 12, 2022

Then incorporate other forms of marketing like social media, blog posts, videos, flyers, etc. As many factors impact the vacation rental market, owners are encouraged to use a dynamic pricing tool to help them price their rentals fairly. More importantly, they’re local, so that they can resolve any immediate guest issues.

Customer Experience 52

Customer Experience Travel Entertainment Guest Experience 52

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

Michel Falcon Experience

NOVEMBER 20, 2019

We want all our team members to take ownership of the guest experience and their professional development. Melissa joined our company as a server at one of our venues and today she is a key member of our marketing team. This helps us maintain high employee engagement. Take Melissa Smilie as an example. She is already engaged!

Engagement 89

Engagement Culture Guest Experience Hospitality 89

Kustomer

JUNE 9, 2021

If you can deliver an exceptional customer experience, your business will be able to steal market share from the competition. 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

SurveySparrow

JUNE 28, 2023

How to do Customer Experience Optimization? Understand your customers: To optimize customer experience, it’s vital to have a deep understanding of your target audience. Therefore, conduct market research, surveys , and collect feedback to gain insights into their preferences, pain points, and expectations.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

Alida

JANUARY 26, 2017

Instead of obsessing over the ROI of everything, the company believes that dollars and cents will work themselves out later if the fan experience comes first. “We We want to ensure that all elements of the guest experience are as great as they can be,” shares Schohl. Use tools that engage fans in a meaningful way.

Sports 174

Sports Entertainment Webinar Guest Experience 174

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

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! Day Two: Dallas. Day Three: Austin.

Social Media 60

Social Media Seminar Multi-Channel Leadership 60

Beyond Philosophy

MARCH 6, 2017

These advocates act like informal marketing representatives, expanding your reach and your reputation simply because you made them happy. They will return to your place of business AND they will tell everyone they know about you. They may mention you in social media posts and may bring their friends the next time they come in.

Hotels 119

Hotels Guest Experience Hospitality Social Media 119

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. This can be especially beneficial if you’re just starting out as a wedding venue and need to establish yourself in the market.

Events 52

Events Guest Experience Reference Hospitality 52

Steve DiGioia

AUGUST 5, 2015

Numbers, budgets and marketing take the lead over all else. New policies are put in place that puts numbers ahead of the guest experience. I have found, time and time again, that along the “ ladder of success ” comes a withdrawal from the front line of customer service. But what about the customer?

Guest Experience 71

Guest Experience Article Customer Service Marketing 71

Forrester

MAY 2, 2015

Adam Weber, SVP of marketing, Dollar Shave Club. Mark McCormick, SVP of customer experience, Wells Fargo. Chris Brown, executive director, guest experience, New York Mets. Kit Hickey, cofounder, head of experience, Ministry of Supply. Rachel Shechtman, founder and CEO, Story.

Guest Experience 80

Guest Experience 2015 Hotels Events 80

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. By delivering exceptional experiences, you can stand out from the competition and create a strong brand identity.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

Forrester

MAY 2, 2015

· Adam Weber, SVP of Marketing, Dollar Shave Club. · Mark McCormick, SVP of Customer Experience, Wells Fargo. · Chris Brown, Executive Director, Guest Experience, New York Mets. · Kit Hickey, Co-Founder, Head of Experience, Ministry of Supply. · Blaine E.

Guest Experience 72

Guest Experience Hotels Events Customer Experience Professionals 72

PeopleMetrics

FEBRUARY 26, 2015

The extra scoop on top became their customer experience hallmark. Westin Hotels pioneered the Heavenly Bed, turning the hotel guest experience into one centered on the feeling of rest and rejuvenation. In a market centered on luxury amenities, they decided to differentiate on how great their guests would feel the next morning.

Customer Experience 76

Customer Experience Hotels Guest Experience Employee Experience 76

ReviewTrackers

AUGUST 30, 2017

The good news is that restaurants can create better guest experiences with data. The key customer segments from the report are “digital stars,” “pros,” “traditionalists,” and “ financial stars.”. Make sure agents are being found online: implement a customer feedback management system as part of your local SEO strategy.

Connections 50

Connections Healthcare Banking Insurance 50

Smith+co CX

DECEMBER 8, 2020

The third had a notice informing guests that due to Covid they had suspended their usual breakfast buffet but were using this as an opportunity to enhance the guest experience by providing a full hot and cold breakfast service at the table.

Hotels 36

Hotels 2021 Hospitality 2020 36