ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 116

Hotels Blog Hospitality Guest Experience 116

ShepHyken

DECEMBER 17, 2019

The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Shep Hyken interviews Rupesh Patel.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

Avaya

FEBRUARY 7, 2017

This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. Enable data to be shared organization-wide: The hospitality industry serves millions of travelers who are generating, sharing and consuming their fair share of data each day.

Hotels 55

Hotels Guest Experience Hospitality Travel 55

Michel Falcon Experience

MARCH 17, 2023

I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. This episode is on the golden rule of hospitality, and I want to reframe what that golden rule is. So for me, the golden rule of hospitality is not your choice.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

InMoment XI

SEPTEMBER 25, 2024

.” — Noah Krusell VP of Product Development, evolve24 Customer Experience Management VOZIQ offers a suite of Predictive Customer Retention and Customer Experience Management solutions for call centers. VOZIQ turned to InMoment to fill this gap.

Insights 195

Insights Social Media Net Promoter Score Events 195

CSM Magazine

FEBRUARY 19, 2025

In the past, manually sifting through online reviews, social media comments, and customer surveys was a time-consuming process. 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

InMoment XI

JANUARY 16, 2024

Operational Efficiency and Resource Optimization Contact center AI solutions streamline operational workflows by automating repetitive and time-consuming tasks. These virtual concierges enhance the overall guest experience. Many businesses with a contact center would benefit from using AI.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

CSM Magazine

JANUARY 3, 2025

High Costs: Hiring and training multilingual staff is expensive and time-consuming. Travel and Hospitality In the travel and hospitality industry, AI tools facilitate seamless communication with international travelers. Inconsistency: Variations in language proficiency among agents can result in inconsistent service quality.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. Search: 68 percent of consumers say that at least half of their local searches result in a visit to a business. This is where hotel reputation management comes in. 2017 Local Search Survey ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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

Currency Alliance

OCTOBER 11, 2018

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. Different loyalty drivers apply to different guest demographics.

Hotels 40

Hotels Hospitality Loyalty Travel 40

BirdEye

DECEMBER 27, 2024

3 ways to build strong relationships with loyal customers First, successful restaurants leverage review insights to personalize guest experiences. Creating an authentic review-generation culture requires strategic and thoughtful approaches that don’t feel forced or transactional.

Multi-Channel 52

Multi-Channel Social Media Feedback Guest Experience 52

ReviewTrackers

MARCH 3, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. You can also gain valuable insights on how to deliver even better guest experiences.

Hotels 70

Hotels Travel Guest Experience Books 70

Kustomer

JUNE 9, 2021

Not only is it critical for businesses to solve a customer complaint the first time, it can truly sway a customer’s lifelong experience with that brand. consumers were willing to spend more when companies provided exceptional customer service. The tourism and hospitality company has been able to create a loyal fan base.

Tourism 76

Tourism Guest Experience Exceptional Customer Service Hospitality 76

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 51

Hotels Blog Hospitality Guest Experience 51

ENGAGE.cx

OCTOBER 13, 2016

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. finally delivers on the full promise that CX has been striving for in the hospitality industry.

Engagement 40

Engagement Guest Experience Hotels Hospitality 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. Focus on Local SEO. Are you using Data?

Connections 50

Connections Healthcare Banking Insurance 50

BirdEye

MARCH 4, 2024

The hospitality industry also leads in Google search views. To transform these views into actual guest visits, enhancing your online review strategy is crucial. ” “I want to thank [waiter’s name] for going above and beyond to ensure that our dining experience was perfect.

Social Media 111

Social Media Hospitality Guest Experience Feedback 111

ReviewTrackers

MARCH 21, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. You can also gain valuable insights on how to deliver even better guest experiences.

Hotels 56

Hotels Travel Guest Experience Books 56

Magellan Solutions

MAY 10, 2024

High Volume of Inquiries and Bookings If you receive guest inquiries and have a high volume of bookings, a VA can help you respond promptly to messages, handle booking requests, and provide excellent guest communication, which is crucial for maintaining high ratings and positive reviews.

Hospitality 52

Hospitality Competitive Advantage Guest Experience Books 52

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. Unfriendly employees. Lacking effort.

Hotels 40

Hotels Guest Experience Exceptional Customer Service Hospitality 40

Thematic

FEBRUARY 13, 2019

I hope you can learn from these customer experience best practices as well. David Garcia (VP of Guest Experiences @ Atlanta Hawks)?. Consumers expect to have a two-way relationship with you. ?. Josh Ives (VP Customer Experience Management & Strategy @ Samsung)?. Donna Nall (Content Strategy @ Instacart)?.

Customer Experience 48

Customer Experience Chief Customer Officer Guest Experience Hospitality 48

Smith+co CX

FEBRUARY 27, 2018

By their very nature, a disruptor product has re-written the customer experience in such a way that it appeals to the frustrated and disillusioned consumer pretty much instantly. And if the experience stands up, the consumers can quickly become advocates. And why not shake up the standard hotel guest experience?

Hotels 28

Hotels Brands Hospitality Sports 28

SurveySparrow

OCTOBER 12, 2023

For instance, a questionnaire that is built to collect consumer preferences for eco-friendly products. Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience.

Feedback 52

Feedback Measurement Insights Presentation 52

Avaya

NOVEMBER 7, 2018

Organizations are realizing that just as they need to deliver digital experiences in the ways consumers demand, they must empower employees to innovate and disrupt. Enterprise software is increasingly embodying these consumer apps, reshaping the role of IT and the processes it manages to support internal communications.

Communication 71

Communication 2010 Guest Experience Hospitality 71

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Hotels and B&Bs that respond to 65 percent of their reviews receive an average review rating of 4.15, compared to only 3.81

Hotels 91

Hotels Travel Hospitality Books 91

Comm100

AUGUST 23, 2018

Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In this list, you will find the customer service developments that have reshaped consumer expectations, and that are on their way to determining the customer expectations of the future.

Exceptional Customer Service 45

Exceptional Customer Service 2018 Customer Service Hotels 45

CSM Magazine

MAY 12, 2022

Though the start of the global pandemic prevented or reduced travel, the distribution of vaccines and a decline in hospitalizations have prompted people to get back out and explore. Consider some promotional options to get consumers excited about your vacation rental. Amenities And Guest Services.

Customer Experience 52

Customer Experience Travel Entertainment Guest Experience 52

BirdEye

FEBRUARY 18, 2025

In a world where travelers have endless options, hospitality marketing is crucial in attracting guests and building lasting relationships. It involves strategies like online advertising, branding, loyalty programs, and direct guest engagement. Here are some of the top hospitality marketing trends to watch: 1.

Hotels 84

Hotels Hospitality Marketing Guest Experience 84

BirdEye

FEBRUARY 20, 2025

Australians use it for navigation, making it a critical tool for hospitality, retail, and services businesses. Its seamless experience within the Apple ecosystem makes it trusted for finding local businesses. Yelp Yelp is popular for restaurant and hospitality reviews in Australia.

Insurance 94

Insurance Automotive Healthcare Hospitality 94