ShepHyken

OCTOBER 3, 2016

Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. He’s constantly trying new ideas and pushing the envelope to achieve better experiences for both his employees and guests. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level.

2016 125

2016 Article Airlines Customer Service 125

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. So how will that affect healthcare?

Connections 50

Connections Healthcare Banking Insurance 50

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 Hotels Hospitality Multi-Channel 52

CSM Magazine

JANUARY 3, 2025

Effective communication is paramount to understanding customer needs , resolving issues, and ensuring a positive experience. Multilingual customer support enables businesses to connect with a broader audience, breaking down language barriers that could otherwise hinder growth and customer satisfaction.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

ReviewTrackers

MAY 15, 2017

High-quality photos aid travelers looking to make a booking decision while browsing properties online. In fact, according to TripAdvisor research , hotels with at least one photo receive 225 percent more booking inquiries than those with zero photos. 3: Be where your guests are. 9: Invest in tools that drive efficiency.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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

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

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

Stella Connect

JANUARY 18, 2022

In the early stages of my career I analyzed my interactions with brands, products or services, looking for common themes — a crazy-making activity that eventually led to my first book, The Ten Principles Behind Great Customer Experiences. What makes creating great customer experiences so difficult in practice?

Customer Experience 102

Customer Experience Contact Center Guest Experience Culture 102

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.

Hotels 52

Hotels Marketing Guest Experience Travel 52

ENGAGE.cx

OCTOBER 13, 2016

Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. She answers your questions about the property, puts the booking through for you with the discount applied. A Connected Customer Engagement solution like ENGAGE.cx

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

ReviewTrackers

APRIL 29, 2019

The basic package is the Electronic Reservation Book (ERB) system, which uses a local terminal to manage reservations. Another option is the Connect package , which is available as an iPhone app or a website on desktop and mobile devices. Both ERB and Connect charge you for every reservation. A Better Guest Experience.

Management 91

Management Guest Experience Connections Feedback 91

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

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 71

Article Customer Service Hotels Hospitality 71

ReviewTrackers

MARCH 21, 2019

Travel website TripAdvisor is a huge platform for travelers looking to connect with businesses. million accommodations, airlines, experiences, and restaurants. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. Reviews directly impact bookings.

Hotels 56

Hotels Travel Guest Experience Books 56

CSM Magazine

SEPTEMBER 13, 2024

By adopting advanced technologies, casinos strive to deliver a more personalized, efficient, and engaging experience. These innovations streamline operations and greatly enhance the overall guest experience, ensuring that every interaction is smooth and tailored to individual preferences.

Technology 52

Technology Customer Service Innovation Guest Experience 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

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

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. It’s great to hear some of the early success stories of our customers, I recently heard from Patty Lopez, VP of Guest Experience at Fiesta International Group that it was “a game changer.”.

Innovation 39

Innovation Social Media Contact Center Download 39

Happy or Not

APRIL 1, 2025

Businesses that make feedback a priority see improvements not only in customer experience but also in operational efficiency and overall profitability. For example, a hospitality brand using customer feedback analysis to refine its guest experience significantly boosted repeat bookings and revenue.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

Kustomer

SEPTEMBER 9, 2021

For some, empathy comes naturally and they’re able to really connect with customers on a personal level. Back in 2007, I joined the team at Hershey and got to build out, at that time was a guest experience program. Others might be organizationally inclined and more numbers-oriented. I got to do that for five years.

Contact Center 85

Contact Center Metrics Measurement Customer Experience 85

Comm100

AUGUST 23, 2018

There are several ways that companies are opting to use third-party messaging systems to connect with their customers. This gives customers another option for connecting with their favorite companies on the go, outside of the company’s native app. One is by providing customer service directly on messaging apps. Who is doing this right?

Exceptional Customer Service 45

Exceptional Customer Service 2018 Customer Service Hotels 45

Michel Falcon Experience

APRIL 13, 2023

It was four years before he wrote the book. Michel Falcon: My last question, Cameron, it actually has to do with the guest experience. So you go to a fast casual restaurant, how do you define a brilliant guest experience within a fast casual restaurant? Michel Falcon: Cameron, you’ve written four books.

Culture 60

Culture 2003 ROI Leadership 60

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

BirdEye

FEBRUARY 20, 2025

They cover various industrieshospitality, retail, real estate, healthcare, and personal servicesallowing businesses to connect with targeted audiences. Apple Business Connect Apple Business Connect is gaining popularity among Australian users, especially those using iPhones and other Apple devices. Smile.com.au

Insurance 94

Insurance Automotive Healthcare Hospitality 94