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 133

Hospitality Culture Hotels Guest Experience 133

BirdEye

JANUARY 24, 2025

Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Therefore, hotels must do more than exist on these channelsthey need a tailored approach to connect with guests, build trust, and showcase their unique selling points.

Social Media 52

Social Media Hotels Marketing Travel 52

Beyond Philosophy

JUNE 5, 2017

Ryan Hamilton’s and my latest book, The Intuitive Customer. Can robots help the hotel guest experience? To learn more about providing positive memories for your customers read our new book The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level. There’s One Thing Robots Can’t Do.

Hotels 143

Hotels Travel Books Guest Experience 143

Eptica

JULY 15, 2020

Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Published on: July 15, 2020.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Aisling: We have built out both the guest and host journeys and are driving how we build customer listening aligned to the stages of those journeys.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

ShepHyken

DECEMBER 4, 2023

Customers value businesses that are always friendly, always helpful, and always reliable. Plus, Josh shares what it means to “get rid of your customers” and more nuggets from his latest book, The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. They can go elsewhere.

Hospitality 108

Hospitality Tourism Guest Experience Books 108

InMoment XI

JUNE 7, 2024

Positive reviews and glowing recommendations can drive bookings, while negative reviews can deter potential guests. Download the Report Hotel Reputation Management Strategies for Success There are various ways to improve the hospitality experience for your guests, but every great hotel reputation is built upon similar strategies.

Hotels 195

Hotels Management Social Media Hospitality 195

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother?

Customer Experience 98

Customer Experience Airlines Guest Experience Hotels 98

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

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

Beyond Philosophy

MARCH 6, 2017

Research by Market Metrix, a business that helps companies in the hospitality industry improve their guest experiences, showed that the top two things that drove value for hotel guests were adequate lighting in rooms and reliable internet access. As a customer, what do you value most? Follow Colin Shaw on Twitter @ColinShaw_CX.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

CSM Magazine

FEBRUARY 19, 2025

AI-driven virtual assistants can also manage real-time table bookings and cancellations, preventing overbooking and optimizing restaurant capacity. From automating ordering systems and personalizing the guest experience to improving customer service and feedback management, AI is transforming how restaurants operate.

Customer Experience 52

Customer Experience Social Media Competitive Advantage Customer Satisfaction 52

CSM Magazine

JANUARY 3, 2025

A major hotel chain utilized AI-powered chatbots to handle bookings and inquiries in multiple languages, resulting in higher booking rates and enhanced guest experiences. Travel and Hospitality In the travel and hospitality industry, AI tools facilitate seamless communication with international travelers.

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

ReviewTrackers

MARCH 3, 2019

Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. These stats suggest that potential customers are likely to make a decision about whether or not to book or spend money with you based on reviews they see on TripAdvisor. Update your listing information.

Hotels 70

Hotels Travel Guest Experience Books 70

ENGAGE.cx

OCTOBER 14, 2015

The key to building loyalty and providing great customer experiences to increase customer engagement starts with collecting and optimizing guest data: Mapping the Guest Lifecycle: A guest’s journey, or “Guest Lifecycle,” is made up of each and every touch point a guest has with a brand or property.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

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

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

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

Michel Falcon Experience

NOVEMBER 20, 2019

We want all our team members to take ownership of the guest experience and their professional development. Are you interested in improving your company culture, employee engagement, and customer experience? Click this link to book a call with me directly to learn if the course is right for you and your company.

Engagement 89

Engagement Culture Guest Experience Hospitality 89

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

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

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. Who took them?

Hotels 52

Hotels Marketing Guest Experience Travel 52

ReviewTrackers

MARCH 21, 2019

Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. These numbers go to show that potential customers are likely to make a decision about whether or not to book or spend money with you based on the TripAdvisor reviews they see. TripAdvisor Review Analysis.

Hotels 56

Hotels Travel Guest Experience Books 56

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 70

Article Customer Service Hospitality Hotels 70

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

ReviewTrackers

APRIL 29, 2019

The basic package is the Electronic Reservation Book (ERB) system, which uses a local terminal to manage reservations. A Better Guest Experience. GuestCenter also features the ability to create Guest Profiles. However, you can also utilize the system to rearrange your seating plan to accommodate different party sizes.

Management 91

Management Guest Experience Connections Feedback 91

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. Improved Guest Experience A dedicated VA can communicate with guests promptly and professionally, addressing their queries and concerns.

Hospitality 52

Hospitality Competitive Advantage Guest Experience Books 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

Magellan Solutions

JUNE 10, 2021

We work with you to create the ultimate guest experiences. We want to ensure an exceptional customer experience. Let Magellan Solutions book your tables with: After hours and overflow calls. From customized virtual receptionist services for vacation home rentals, and bed and breakfasts. Keycode and access troubleshooting.

Hotels 52

Hotels Entertainment Hospitality Call Center 52

ReviewTrackers

AUGUST 30, 2017

Daniel is also the author of the upcoming book, The Anticipatory Organization: Turn Disruption and Change into Opportunity and Advantage. . The good news is that restaurants can create better guest experiences with data. For example, autonomous vehicles will prevent blind spot accidents. So how will that affect healthcare?

Connections 50

Connections Healthcare Banking Insurance 50

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

Customer Enthusiast

AUGUST 2, 2017

The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel. 82% of guests question the value for price paid , thinking they overpaid for their stay at least sometimes. Watch the 90-second book trailer.

Hotels 40

Hotels Guest Experience Exceptional Customer Service Hospitality 40

Storyminers

FEBRUARY 2, 2016

This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture. It naturally aligns the many clues (experience details) in the experience to be on brand. The use of emotions in experience design will be covered in upcoming blogs.

Sales 45

Sales Hospitality Guest Experience 2016 45