CSM Magazine

JANUARY 3, 2025

The Growing Need for Multilingual Communication in Global Businesses As businesses expand globally, they encounter customers from various linguistic backgrounds. Effective communication is paramount to understanding customer needs , resolving issues, and ensuring a positive experience.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

CSM Magazine

FEBRUARY 19, 2025

It ensures seamless communication between customers, kitchen staff, and service teams, making every step of the process more fluid. Restaurants in major cities often serve a diverse clientele, and AI-driven chatbots can communicate in multiple languages, ensuring clear and efficient interactions with international customers.

Customer Experience 52

Customer Experience Social Media Competitive Advantage Customer Satisfaction 52

CSM Magazine

APRIL 11, 2023

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. Showcasing Your Venue The foundations of great customer service should be laid before your guests have even made a reservation. Tech can help.

Guest Experience 52

Guest Experience Hospitality Hotels Multi-Channel 52

CSM Magazine

JUNE 5, 2024

Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today. Personalised Experiences Personalisation is no longer just a trend; it’s a necessity.

Hospitality 52

Hospitality Hotels Customer Experience Guest Experience 52

Bill Quiseng

JANUARY 16, 2017

This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. You can learn more about Teri and her book at the end of her post. Just about everything is carefully planned, managed and orchestrated to ensure a positive guest experience.

Entertainment 83

Entertainment Guest Experience Hotels Culture 83

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. Over 80% prefer automatic notifications for such things as booking confirmations and room readiness. And 67% would sign up for location-based coupons and alerts.

2017 53

2017 Hospitality Guest Experience Hotels 53

Magellan Solutions

MAY 10, 2024

However, this success comes with challenges for hosts, who often find themselves overwhelmed with tasks such as responding to inquiries, managing bookings, and ensuring seamless guest communication. Our highly trained professionals understand the importance of delivering exceptional guest experiences and seamless operations.

Hospitality 52

Hospitality Competitive Advantage Guest Experience Books 52

Magellan Solutions

JUNE 10, 2021

We work with you to create the ultimate guest experiences. We want to ensure an exceptional customer experience. Unfortunately, it can be difficult to run a tight ship and maintain open lines of communications with prospective diners. Thus, communications with customers are usually limited. Reservation Inquiries.

Hotels 52

Hotels Entertainment Hospitality Call Center 52

CSM Magazine

MARCH 16, 2022

With a changing operational model, Fridays’ traditional ‘walk-in’ service has been extended to include more booking-led ‘Click & Collect’ services, deliveries and a Fridays at Home range. “A large part of this was to channel bookings from the website to the contact centre.

Multi-Channel 52

Multi-Channel Books Guest Experience Government 52

LoyaltyPlus

JUNE 12, 2022

There are opportunities to be had by implementing a loyalty programme to establish a direct relationship with guests. Using information about people’s interactions and preferences, accommodation purchases and amenity rewards can significantly enhance the overall guest experience and result in return visits.

Hotels 40

Hotels Tourism Guest Experience Social Media 40

Service Untitled

MARCH 20, 2009

Disney is a very interesting company that written about before and I’m hoping to come back from my short trip with some great post ideas.

Blog 40

Blog 2006 2009 Guest Experience 40

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? Pretty much everything you’ll find in the book. It’s the three P strategy.

Culture 60

Culture Books Leadership Hospitality 60

Currency Alliance

OCTOBER 11, 2018

But in reality, many customers do not book direct. 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.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Happy or Not

APRIL 1, 2025

If customers take the time to share their experiences, they expect companies to listen, respond, and act accordingly. Closing the feedback loop means acknowledging customer input, implementing necessary changes, and communicating those improvements to customers.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

delighted

JANUARY 28, 2020

At this point, they’ve experienced the entire service lifecycle including booking, pickup, driving, and returning. Additionally, HotelTonight , which helps people find last-minute rooms at luxury hotels on-demand, sends their surveys the day after a guest checks out of a hotel.

NPS 44

NPS Hotels Net Promoter Score Retail 44

delighted

MAY 10, 2017

At this point they’ve experienced the entire service lifecycle including booking, pickup, driving, and returning. HotelTonight sends their surveys the day after a guest checks out of a hotel. HotelTonight cares about both the booking experience in their app, as well as the complete guest experience at the hotel.

NPS 41

NPS E Commerce E-support Hotels 41

Comm100

AUGUST 23, 2018

In a way, each whipped the customer service industry into a frenzy when they came about, prompting the sale of products that would help companies remain relevant by establishing more and more ways of communicating with customers. But this, according to Murph Krajewski, VP of Marketing at Sharpen, is missing the point.

Exceptional Customer Service 45

Exceptional Customer Service 2018 Customer Service Hotels 45

Martin Hill-Wilson

JULY 23, 2016

Booking a hotel room – see Expedia’s early experiments. Being served as a hotel guest – experience Edward at the Radisson Blu Edwardian in London. The not so secret driver behind bots of course is our umbilical addiction to smartphones. These are revolutionising the mundane tasks in our daily lives.

Hotels 40

Hotels Guest Experience Brands Banking 40

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

BirdEye

FEBRUARY 18, 2025

The right hospitality digital marketing approach, whether through engaging social media marketing, personalized email campaigns, or exceptional guest experiences, can turn a one-time visitor into a loyal customer. It involves strategies like online advertising, branding, loyalty programs, and direct guest engagement.

Hotels 84

Hotels Hospitality Marketing Guest Experience 84