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. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Optimove

JULY 19, 2022

We love our hotel apps. In 2022, travelers expect their hotel of choice to treat them as valuable customers and not just as a number in a vast sea of other numbers. They want it? They want it? So give it to them. Check-in with geofencing. But there’s another benefit to location-based check-in.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. We work hard to set expectations up front.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. Customer loyalty is not ONE BIG WOW to a customer. For hotels, offer bottled water at arrival and departure. COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Relationships build loyalty. One to One.

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Loyalty B2C Hotels B2B 134

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ijgolding

FEBRUARY 3, 2015

We crave speed, simplicity and consistency in our interactions. Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels'

Hotels 101

Hotels Travel Customer Retention Retail 101

BirdEye

NOVEMBER 30, 2023

Implementing a conversational AI chatbot like Birdeye Webchat to interact with visitors, collect information, and turn visitors into leads. Conversational AI chatbots can mimic human interaction and convince customers to engage with your business. How do travel agencies promote customer trust and loyalty?

Travel 108

Travel Marketing Social Media Hotels 108

LoyaltyPlus

SEPTEMBER 1, 2021

Continued lockdown restrictions are resulting in the closures of many airlines, hotels, restaurants, bed and breakfasts, and the list goes on. But whether it is safety or a seamless online environment, everything points to how important engendering loyalty has become in these difficult times. Customers want to feel valued.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. If you’re on the hunt for a CSAT calculator that will help you measure your score and prove the possible revenue impact of satisfaction, we’ve got just the right thing for you: Our free CSAT interactive calculator.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Customer Bliss

OCTOBER 30, 2018

As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically. Niki Leondakis, who’s the CEO of Equinox Fitness Centers , tells about an experience at a hotel that you may have had too. But why not?

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Hotels Chief Customer Officer Social Media Books 256

Customer Bliss

AUGUST 8, 2019

Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst knows how to lead himself and others into greatness and has grown the Ritz-Carlton Hotel Co. knows a thing or two about creating memorable experiences and providing stellar customer service.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. In legacy banking loyalty models, these customers are instead prone to disloyalty in exchange for tiny rewards, and likely to be of very poor lifetime value (LTV) to your business.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

SurveySparrow

DECEMBER 24, 2023

Businesses often rely on specialized survey metrics when gauging customer satisfaction and loyalty. They capture feedback immediately after a specific transaction, interaction, or event. Here are some customer experience surveys you can send out: Restaurant survey Hotel Guest Satisfaction Survey 2.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. The hotel staff, while generally helpful and accommodating, has other things to do. Now, though, a handful of hotels are using robots to ease this pain point. Can robots help the hotel guest experience?

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Hotels Travel Books Guest Experience 143

Zeisler Consulting

AUGUST 29, 2023

In the modern iteration, the acting is atrocious, the dialog is forced and clumsy, and for that matter, even the plot lines are eye-rollingly bad with all the surprise loyalty shifts and team-jumping. That came to mind recently when reflecting on an experience I had last year at a hotel for a conference. No be there. No be there.

Hotels 72

Hotels Definition Interaction Books 72

Alida

JULY 17, 2017

To develop mutual benefits, you need three things: a move from transactional to lifetime relationships, shared value between customer and brand, and Relationship Memory ™ to foster ongoing, authentic interactions. Loyalty programs, for example, are a great way to ensure a constant flow of insight from your customers.

2017 172

2017 Customer Experience Hotels 2025 172

Alida

JANUARY 29, 2018

Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty? by Matt Bertram.

Article 65

Article 2023 E Commerce Customer Service 65

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. But does it mean that loyalty sank into the oblivion? But does it mean that loyalty sank into the oblivion? There is only one thing that has changed: the way customer loyalty can be gained. Customer loyalty hack #1: reward your customers. Not at all.

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Loyalty Loyalty Programs 2004 Airlines 77

Beyond Philosophy

OCTOBER 18, 2017

The hotel mini-bar is a great example. In fact, I would wager if you asked the average hotel guest how they feel about his or her mini-bar experience, most of what you heard would be complaints. The sign also says that the hotel doesn’t understand what a Customer Experience is. To register, please click here.

Hotels 136

Hotels Consulting Customers Webinar 136

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. Understanding this important segment of customers means creating experiences that continue to earn their loyalty and, in return, their money. First things first.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. But does it mean that loyalty sank into the oblivion? But does it mean that loyalty sank into the oblivion? There is only one thing that has changed: the way customer loyalty can be gained. Customer loyalty hack #1: reward your customers. Not at all.

Loyalty 74

Loyalty Loyalty Programs 2004 Airlines 74

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind.

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NPS Net Promoter Score Reference Feedback 95

Help Scout

APRIL 27, 2021

Every time I travel to Boston, I stay in the same hotel. Hotels are a dime a dozen. I could probably find a cheaper hotel within a five-minute walk from the one I always stay in, so it’s not about price or convenience. Wowing your customers creates deeper loyalty and delight and promotes meaningful usage for years to come.

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Hotels Books Customers Return on Investment 117

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

SurveySparrow

JUNE 21, 2023

Hence, each time you interact with a consumer, you have the chance to establish a long-lasting bond with them and win their loyalty. Example: A hotel chain identified recurring complaints about slow check-in processes. Hence, each touchpoint contributes to customer loyalty and the likelihood of future engagement.

Customer Experience 52

Customer Experience E Commerce E-support Touchpoint 52

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Hotel brands sometimes thank customers for their 10th or 100th stay. Yet most business plans don’t have a “customer appreciation program” section. So let’s get proactive about how we thank customers. Look for milestones.

Airlines 372

Airlines 2020 Social Media Hotels 372

Kustomer

AUGUST 28, 2023

In the digital age, customer service has evolved from a mere necessity to a powerful tool that can shape a brand’s reputation and customer loyalty. Every now and then, some extraordinary customer service interactions capture the hearts of people online, sparking a chain reaction of shares, likes, and retweets.

Customer Service 52

Customer Service Airlines Hotels Omnichannel 52

TechSee

OCTOBER 23, 2018

Thanks for calling our Hotel. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. If so, I see you have 345 Loyalty points available to use towards your stay. Using AI to enhance interactions with customers is quickly gaining traction. How may I help you?

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Customer Service 2007 Virtual Agent 2018 157

SurveySparrow

JUNE 28, 2023

Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth. Customer experience refers to the overall perception customers have of a company based on their interactions and engagements throughout their journey.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

Interactions

MAY 20, 2021

Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . Or should hotels and airlines continue to be cautious? The post 3 Best Practices for Travel and Hospitality brands to thrive in the new normal appeared first on Interactions.

Hospitality 62

Hospitality Travel Brands Average Handle Time 62

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. After all, why pay a booking site when I know the hotel I want to stay in, right? On this occasion I was proven seriously wrong!

Customer Journey Mapping 78

Customer Journey Mapping Customer Journey Hotels Books 78

SurveySparrow

JUNE 28, 2023

In the competitive landscape of today’s business world, the success mantra that resonates among most thriving companies is the strategy of providing a personalized customer experience.This concept is rooted in the understanding that every customer is unique, with their own set of preferences, behaviors, and past interactions.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

Customer Enthusiast

NOVEMBER 26, 2017

Customer experience (CX) is the product of any interaction between an organization and a customer. Customer experience management (CEM) is the art and science of coaxing lifetime customer loyalty from daily transactions. Inherent in these related definitions is a reference to a customer interaction. Don’t settle for ordinary.

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Customer Experience CEM Hotels Lifetime Customer 53

Qualtrics

FEBRUARY 16, 2021

The guest experience is the cumulative effect of every interaction your guests have with you. In the case of a hotel for example, guests are involved from the booking stage, right through to check out, before (hopefully) re-booking for next time. If businesses want guests to return, the experience has to meet their expectations.

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

ShepHyken

JUNE 10, 2016

Having no previous hands-on experience in managing a customer service team whatsoever, in particular we weren’t sure what kind of mindset or culture we should have for our company in order to interact with the customers the best way possible. Marriott retains their position as one of the biggest hotel brands all over the world.

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Hospitality Blog Hotels Customer Service 81