Experience Investigators by 360Connext

JULY 16, 2019

Do you know your customer experience strategy? I talk to many leaders about their customer experience strategy, and confidence in CX execution is a consistent concern among them. There is fanfare around customer experience ideas. Not enough to make a difference to your customers. But then what?

Customer Experience 110

Customer Experience 2019 Guest Experience Hospitality 110

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

Alida

OCTOBER 27, 2017

An essential part of that experience, however, is tying the brick-and-mortar visit with a digital-mobile relationship, said Johnson, so Starbucks is investing in elevating the in-store experience and the digital-mobile connection with customers simultaneously. Why do customers come to your store? Make it magical.

Retail 154

Retail E Commerce E-support Entertainment 154

InMoment XI

JULY 16, 2024

Utilizing an Integrated CX (Customer Experience) platform allows businesses to unify all types of customer data—structured, unstructured, and semi-structured—into a single dashboard. This consolidated view is crucial for monitoring social data, star ratings, customer sentiment , and reviews efficiently.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Utilizing an Integrated CX (Customer Experience) platform allows businesses to unify all types of customer data—structured, unstructured, and semi-structured—into a single dashboard. This consolidated view is crucial for monitoring social data, star ratings, customer sentiment , and reviews efficiently.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JUNE 7, 2024

The benchmarks serve as a valuable tool for organizations looking to assess their reputational performance, set goals, make informed decisions, and drive continuous customer experience improvement. These strategies represent a commitment to the guest experience and lay the groundwork for continuous reputation success.

Hotels 195

Hotels Management Social Media Hospitality 195

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

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. Here are my top five picks from last week.

2019 94

2019 Article Customer Service Guest Experience 94

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

Avaya

FEBRUARY 7, 2017

Build/embed custom communications into the CX: Hoteliers can tap into new engagement opportunities by creating or embedding custom, real-time communication capabilities into the customer experience. For example, they can uniquely differentiate themselves by embedding video into the mobile customer experience.

Hotels 55

Hotels Guest Experience Hospitality Travel 55

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today.

Hospitality 52

Hospitality Hotels Customer Experience Guest Experience 52

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. 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

inmoment

SEPTEMBER 19, 2019

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. Here are a few strategies to get you started: Improving Experiences Today.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

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. Are you using Data?

Connections 50

Connections Healthcare Banking Insurance 50

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Understanding Customer Experience Design What is CX design, you ask?

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

Magellan Solutions

JANUARY 19, 2024

The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience. It makes guests feel genuinely appreciated and looked after. Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 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. 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

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. If you’re looking to connect with me online, I am at Michele Falcon everywhere, whether it’s LinkedIn or Instagram, Twitter so connect with me there.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

CSM Magazine

JUNE 15, 2021

In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights. Prior to that, he led insights teams for several years. About Avtex.

Retail 52

Retail Guest Experience Contact Center Insights 52

InMoment XI

SEPTEMBER 25, 2024

Integrations With how popular NLP has become, we can only expect continual integrations with other technologies allowing for a more intuitive voice-controlled interaction from smart devices, vehicles, and other connected technologies. With how rapidly NLP is evolving, future trends for natural language processing can change quickly as well.

Insights 195

Insights Social Media Net Promoter Score Events 195

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Article 73

Article Customer Service Hospitality Hotels 73

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

ReviewTrackers

MAY 15, 2017

In the real world, a good hotel manager doesn’t hide away in the office; instead, he or she is present in the lobby, or walking around the hotel, in order to connect with guests as well as get the staff together to deliver the best possible guest experience. 9: Invest in tools that drive efficiency.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Kustomer

JUNE 9, 2021

Furthermore, 59% of respondents said they would try a new brand just for the better customer service experience. While there’s always room for improvement, customer service provides a huge opportunity for your business to shine. Feel free to download our free ebook about four key ways to deliver on customer needs.

Tourism 76

Tourism Guest Experience Exceptional Customer Service Hospitality 76

inmoment

JANUARY 28, 2020

But no matter how phenomenal a product is, there’s always room for a business to take its customer experience (CX) to the next level—and that’s why InMoment stepped into Auntie Anne’s kitchen to cook up a new CX strategy. . Auntie Anne’s understands that the guest experience and the employee experience are closely connected.

Guest Experience 52

Guest Experience Webinar Employee Experience Connections 52

CSM Magazine

JUNE 20, 2024

Fast and accurate responses to customer inquiries are a reality with this technology, fostering a more harmonious customer experience. As of now, Sabre’s Customer Care and Delivery team is utilizing the Concierge.AI solution to manage various customer connections. ”

Hospitality 52

Hospitality Guest Experience Exceptional Customer Service Hotels 52

ENGAGE.cx

OCTOBER 13, 2016

This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money. Every guest’s journey is made up of each touch point a guest has with a brand or property. Not in the least.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

ReviewTrackers

APRIL 29, 2019

Another option is the Connect package , which is available as an iPhone app or a website on desktop and mobile devices. In addition to the available features on the ERB and Connect packages, GuestCenter also allows you to receive shift summaries to make sure your staff are operating at optimal pace. A Better Guest Experience.

Management 91

Management Guest Experience Connections Feedback 91

Retently

SEPTEMBER 3, 2023

It’s more than just a set of questions; it’s a glimpse into the thoughts and emotions of Airbnb’s guests. This survey goes beyond the transactional aspects of a stay; it delves into the emotional connections between hosts, guests, and the unique places they briefly call home.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Feedback 78

inmoment

JANUARY 28, 2020

But no matter how phenomenal a product is, there’s always room for a business to take its customer experience (CX) to the next level—and that’s why InMoment stepped into Auntie Anne’s kitchen to cook up a new CX strategy. . Auntie Anne’s understands that the guest experience and the employee experience are closely connected.

Guest Experience 40

Guest Experience 2017 2018 2019 40

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

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

Clarabridge

MAY 4, 2017

Coming off of the heels of a noteworthy first day and a night of ‘getting into the groove’ with an eighties cover band at LIV Nightclub, Day 2 of Clarabridge Customer Connections (C3) Conference did not disappoint! HCSC and Northridge Group Break Down the Importance of an Effortless Experience.

2017 45

2017 Customer Service Social Media Guest Experience 45

Kustomer

SEPTEMBER 9, 2021

Another major component to providing the ultimate customer experience is getting each branch of the company involved in CX in some way. This could mean keeping the sales team updated on customer events or having the engineers work with CX agents to learn more about the customers they’re making products for. TRANSCRIPT.

Contact Center 85

Contact Center Metrics Measurement Customer Experience 85

Kayako

SEPTEMBER 26, 2019

It is wildly imperative that all employees are on board with the brand philosophy and values of your company so that they are bringing that into every customer connection they have. . The business of customer service is emotional. A customer service agent might speak to dozens of people each day.

Communication 52

Communication Culture Customers Guest Experience 52

LiveChat

FEBRUARY 15, 2016

Poor customer experience is more expensive than we think. 78% of consumers won’t make a purchase in your store if they’ve had a bad experience in the past. And, as you can expect, it’s not easy to compensate these customers for it. They will usually need 12 positive experiences to make it up for the negative one!

Customer Service Training 53

Customer Service Training Customer Service Customers Guest Experience 53

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. These results can be included within your Qualtrics CX dashboards to provide an ongoing comparison, and to help prioritize customer experience activities and investments.

Innovation 39

Innovation Social Media Contact Center Download 39