InMoment XI

JUNE 7, 2024

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. 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

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

inmoment

AUGUST 27, 2019

So if your restaurant isn’t available on food delivery apps, guests may move on to your competition. . But those wary of jumping on board with a restaurant delivery brand like Grubhub and DoorDash worry about putting their guests’ experience—from the state of the food at arrival to the speed at which it arrives—in someone else’s hands.

Guest Experience 40

Guest Experience Brands Measurement Feedback 40

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

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

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Guest Experience 78

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

InMoment XI

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. By teaming with InMoment, Tough Mudder is able to report Net Promoter Scores and review participant feedback within a week of every event.

Insights 195

Insights Social Media Net Promoter Score Events 195

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. But as a quick-service restaurant chain connected through millions of pieces of data and feedback, it became nearly impossible to understand exactly how the two are connected.

Guest Experience 52

Guest Experience Webinar Employee Experience Connections 52

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. But as a quick-service restaurant chain connected through millions of pieces of data and feedback, it became nearly impossible to understand exactly how the two are connected.

Guest Experience 40

Guest Experience 2017 2018 2019 40

Experience Investigators by 360Connext

JULY 16, 2019

How often do you connect the dots between what you want from your strategy and how that will positively impact the business? We tend to get excited about customer experience projects. Your employees need to hear about your customer experience mission in ways that relate to them and their everyday lives. You heard me.

Customer Experience 110

Customer Experience 2019 Guest Experience Hospitality 110

Kustomer

JUNE 9, 2021

Businesses must capture customer feedback and respond to the dissatisfied ones immediately. Writing any wrong shows that the business cares and wants to continuously improve by addressing customer feedback instantaneously. When a business ignores an unhappy customer, it makes them feel like their voice and opinion does not matter.

Tourism 76

Tourism Guest Experience Exceptional Customer Service Hospitality 76

ReviewTrackers

APRIL 29, 2019

Reviews give you the opportunity to respond to negative feedback. By responding, you an opportunity to change perceptions about the experience and invite people to come back. In addition to text feedback, users also use a five-point rating system to judge the experience across different categories.

Management 91

Management Guest Experience Connections Feedback 91

SurveySparrow

JUNE 30, 2023

Considers emotional connections, perceptions, and customer satisfaction. Measures success through usability testing, user feedback, task completion rates, and conversion rates. Conduct user research , collect feedback, and analyze customer data to uncover valuable insights. Here’s a glimpse into the CX design process: 1.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

Opinionator

FEBRUARY 22, 2021

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Specifically: .

Feedback 86

Feedback Guest Experience Events ROI 86

ReviewTrackers

MARCH 21, 2019

Travel website TripAdvisor is a huge platform for travelers looking to connect with businesses. million accommodations, airlines, experiences, and restaurants. By staying on top of what people are saying, your business can build a stronger online reputation and gain valuable insights on how to deliver superior guest experiences.

Hotels 56

Hotels Travel Guest Experience Books 56

Stella Connect

JANUARY 18, 2022

By contrast, employees at some notable tech companies are encouraged to spend a proportion of their time working on their own projects — Gmail started life this way, for example — and Ritz Carlton employees are encouraged to seize the initiative when opportunities to elevate the guest experience present themselves.

Customer Experience 102

Customer Experience Contact Center Guest Experience Culture 102

NetBase

MARCH 2, 2020

This includes insights that reveal business trends, help them connect with consumers, and enable them to understand the story behind competitors and the market. Wingstop sets up a “command center” to track and respond to customers in real-time on game day to make sure they have a great guest experience.

Social Media 60

Social Media Seminar Multi-Channel Leadership 60

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. Enter Clarabridge.

2017 45

2017 Customer Service Social Media Guest Experience 45

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

ReviewTrackers

MAY 15, 2017

Not only does this give you more control over what’s being said by guests about your hotel; it also effectively plants your flag on key digital properties (outside of your own website, that is) so that you can more easily listen to the conversation and respond to guest feedback.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Specifically: .

Feedback 94

Feedback Guest Experience Events ROI 94

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Specifically: .

Feedback 88

Feedback Guest Experience Events ROI 88

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Specifically: .

Feedback 52

Feedback Guest Experience Events ROI 52

SurveySparrow

DECEMBER 20, 2018

Most of the reasons for migration can be resolved with an effective feedback system. To find what resonates most with the employees’ twitter leverages their well-established feedback systems. You have an interactive river stream that is pre-programmed to respond, connecting these different zones. Disney World.

Culture 69

Culture Definition Innovation Apparel 69

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. Teams were now more connected to what was going on. She’s on LinkedIn here. The importance of service.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

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 40

Exceptional Customer Service 2018 Customer Service Hotels 40