Kayako

SEPTEMBER 26, 2019

It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. In this article, we will explore three ways to bring more humanity into your customer communication. They are authorized to spend up to $2,000 per guest per day to ensure guest satisfaction.

Communication 63

Communication Culture Customers Guest Experience 63

Avaya

FEBRUARY 7, 2017

Here are five ways hospitality leaders and/or IT decision makers can begin building a successful digital strategy: Extend customer communications beyond the call center: Customer relationships are shaped across every business unit at every touch point, so why quarantine communications within the call center?

Hotels 55

Hotels Guest Experience Hospitality Travel 55

BirdEye

APRIL 1, 2025

Personalize every guest experience Streamline hotel online review management with technology Master online reputation management with GenAI tools from Birdeye FAQs about hotel review management Final thoughts: A smarter approach to hotel review management What is hotel review management? Use the review feedback loop 2.

Hotels 52

Hotels 2025 Books Management 52

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. Establish a Framework to Connect All Facets of Your Business.

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

InMoment XI

JULY 16, 2024

By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

AUGUST 1, 2024

Ensure you communicate these insights with your team and other relevant departments. These improvements led to a noticeable increase in guest satisfaction scores, a rise in positive online reviews, and a stronger reputation in the hospitality industry and guest experience.

Measurement 195

Measurement Hotels Social Media Hospitality 195

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. One of the first quick wins was internal communications; employees weren’t in the loop. She’s on LinkedIn here.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

CSM Magazine

FEBRUARY 19, 2025

It ensures seamless communication between customers, kitchen staff, and service teams, making every step of the process more fluid. Some advanced chatbots even allow guests to place orders directly through messaging apps like WhatsApp or Facebook Messenger, creating a seamless and convenient experience.

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. Guest communication software is the perfect solution. Tech can help.

Guest Experience 52

Guest Experience Hotels Hospitality Multi-Channel 52

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

InMoment XI

JANUARY 16, 2024

Hospitality Virtual Concierge Services : Hotels and travel agencies employ virtual concierge services powered by AI to provide guests with information about amenities, local attractions, and hotel services. These virtual concierges enhance the overall guest experience.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

ShepHyken

JANUARY 7, 2022

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy.

Guest Experience 86

Guest Experience Document Entertainment Hospitality 86

ShepHyken

FEBRUARY 25, 2019

Every interaction is a chance for your employees to communicate the experience that your brand provides. How teaching your employees to provide great guest experiences increases sales by Alyssa Hanson . Fast Casual) A restaurant’s strongest competitive differentiator is the experience they offer their guests.

2019 91

2019 Article Customer Service Guest Experience 91

Experience Investigators by 360Connext

JULY 16, 2019

How often do you discuss customer experience strategy in your regular communications to employees? Constant communication and revisiting of key factors within the customer experience. Your employees need to hear about your customer experience mission in ways that relate to them and their everyday lives.

Customer Experience 110

Customer Experience 2019 Guest Experience Hospitality 110

BirdEye

JANUARY 24, 2025

Showcase guest reviews to build trust with user-generated content. Use video storytelling to share guest experiences and emotional narratives. Budget hotels: Communicate value proposition Budget travelers prioritize affordability without compromising comfort. Post behind-the-scenes content to humanize your hotel brand.

Social Media 52

Social Media Hotels Marketing Travel 52

BirdEye

DECEMBER 27, 2024

Design email sequences that prioritize guest satisfaction before mentioning reviews. 3 ways to build strong relationships with loyal customers First, successful restaurants leverage review insights to personalize guest experiences. Follow up meaningfully after private customer feedback before requesting public reviews.

Multi-Channel 52

Multi-Channel Social Media Feedback Guest Experience 52

Avaya

MARCH 13, 2017

From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

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. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. And 67% would sign up for location-based coupons and alerts.

2017 53

2017 Hospitality Guest Experience Hotels 53

InMoment XI

SEPTEMBER 25, 2024

By leveraging complex algorithms, machine learning techniques, and vast amounts of linguistic data, NLP aims to bridge the gap between human communication and computer understanding, transforming how we interact with technology in our daily lives. These tools can understand and answer customer questions quickly.

Insights 195

Insights Social Media Net Promoter Score Events 195

CSM Magazine

JUNE 13, 2024

Let’s explore some of the latest trends shaping the way hotels enhance guest experiences. Personalized Experiences Guests today expect more than just a place to sleep. They want personalized experiences that make them feel special and valued. Hotels are leveraging technology to create these unique moments.

Hotels 52

Hotels Customer Service Guest Experience Hospitality 52

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. Centralize and simplify.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hotels 48

Kustomer

JUNE 9, 2021

Active Communication Is Key. The best way to handle customer complaints is actively communicating with your customer and letting them know you’re working on the problem right away. How can you empower your support team to go above and beyond while they are in active communication with an unhappy customer?

Tourism 76

Tourism Guest Experience Exceptional Customer Service Hospitality 76

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

It’s important to pay attention to the details of the work environment because everything is communicating a message to your customers. Using the entertainment analogy of “onstage” and “offstage”, cast members are constantly reminded the importance of recognizing they are “onstage” every time they step into a guest area.

Entertainment 83

Entertainment Guest Experience Hotels Culture 83

Retently

SEPTEMBER 3, 2023

This diverse distribution strategy guarantees that Airbnb collects feedback from guests through their preferred means of communication. Airbnb crafts these subject lines with care, aiming to grab guests’ attention and communicate the survey’s relevance.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Guest Experience 78

Interactions

MARCH 6, 2019

Here are 5 ways that conversational AI can be helpful to transform your guest experience strategy: 1. Giving your guests an easy and stress-free way to order their food is crucial. Keep your guests in the loop – and make it easy for them to find out information about your restaurant. Restaurant information.

Rewards Programs 89

Rewards Programs Multi-Channel Guest Experience Technology 89

Magellan Solutions

DECEMBER 4, 2023

The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Significance in the Hospitality Tapestry At the core of exceptional guest experiences lies ongoing management. It connects every step of a guest’s journey. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

CSM Magazine

AUGUST 22, 2024

Despite a decline in international visitor arrivals and hotel room rates, Shangri-La Singapore attributes its success to a focus on enhancing guest experiences through training, feedback mechanisms, and proactive service.

Hotels 52

Hotels Customer Service Airlines Transportation 52

CSM Magazine

AUGUST 22, 2024

Despite a decline in international visitor arrivals and hotel room rates, Shangri-La Singapore attributes its success to a focus on enhancing guest experiences through training, feedback mechanisms, and proactive service.

Customer Service 52

Customer Service Airlines Hotels Transportation 52

Playvox

APRIL 14, 2022

Regular training and daily communication reaffirm the gold standard. Much planning takes place behind the scenes to create experiences that customers will also rave about to friends and family. Don’t Make Guests Wait. What guests experience when they first arrive sets the tone for the rest of the party.

Contact Center 78

Contact Center Omnichannel Events Webinar 78

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.

Hotels 52

Hotels Entertainment Hospitality Call Center 52

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

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

NetBase

MARCH 2, 2020

Nicki Zink , Director, Insights and Digital Intelligence, Purple Strategies and Nicholas Love , Digital Engagement Strategy Director, G&S Communications joined us to share how they are using consumer, market, and social media analytics to drive intelligence and insights from their audiences to make smarter, more strategic decisions.

Social Media 60

Social Media Seminar Multi-Channel Leadership 60

CSM Magazine

MARCH 16, 2022

As a result, we created a virtual contact centre to support our 85 UK stores, to help reduce administrative burdens on staff in our stores so they can instead focus on the guest experience. “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

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. The service staff will be interacting with guests for the entire event and needs to have a friendly and welcoming demeanor.

Events 52

Events Guest Experience Reference Hospitality 52