Experience Investigators by 360Connext

JANUARY 12, 2015

As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while. Realizing I never rented a car because the client was across the street, the hotel front desk person offered to pick me up from the airport each month so I wouldn’t have to take a cab. Instead of greeting a frequent shopper with a “You again?”

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

ProProfs Chat

JANUARY 30, 2020

And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Let’s dive in!

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Experience Investigators by 360Connext

JUNE 9, 2015

It’s the little plus that show that you value the customer and their business. EXAMPLE: Doubletree Hotels and their chocolate chip cookie. It’s a signature extra by the hotel. Check in at any Doubletree around the world and you’ll receive a warm chocolate chip cookie at reception.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

APRIL 7, 2015

My husband tries another American Airlines customer service rep. That’s where we’re told that the “best they can do” is offer us a hotel “distressed passenger” discount for a hotel 40 minutes from the airport. Then we go wait for standby and realize our fate.

Airlines 307

Airlines Customer Experience Travel Books 307

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. A woman goes online to search for a hotel to stay at during her upcoming trip to New York. She types in “hotels in New York” in the search box and results populate the page. – Shep Hyken.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Hotels 231

Hotels Social Media Innovation Consulting 231

InMoment XI

JULY 16, 2024

Predictive analytics helps in anticipating customer needs and adapting strategies in real-time. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Predictive analytics helps in anticipating customer needs and adapting strategies in real-time. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction.

Management 195

Management Social Media Hotels Airlines 195

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Published on: January 29, 2016. I think it comes down to four areas: 1.

Hotels 56

Hotels Customer Service Social Media Travel 56

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Go to the hotels.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Experience Investigators by 360Connext

FEBRUARY 12, 2015

I plug in my flight, hotel and other trip information, and TripIt helps me by sending me reminders and alerting me to issues. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Off the top of my head, here are just a few SaaS products I use on a regular basis.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. The change is more than cosmetic.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Hotel brands sometimes thank customers for their 10th or 100th stay. Support your customers’ goals. What about when they complete a training process or post about your brand on social media? Look for milestones. Are there milestones to recognize? Can you plan for appreciation at key points in the relationship?

2020 372

2020 Airlines Social Media Hotels 372

ENGAGE.cx

OCTOBER 14, 2015

Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort. But being big shouldn’t be a barrier to creating loyalty through customer service. The post Optimizing the Guest Journey to Increase Customer Engagement appeared first on ENGAGEcx.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.

Customer Engagement 63

Customer Engagement Engagement B2C Customer Journey Mapping 63

ShepHyken

FEBRUARY 13, 2024

While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. The value of an exceptional customer experience cannot be understated, regardless of the product’s price tag. The answer is simple.

Customer Experience 146

Customer Experience Transportation Hotels Airlines 146

ShepHyken

JULY 11, 2023

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118

Hotels Workshop Customer Service Training Communication 118

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? 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

ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. It’s usually a box of chocolates, a bottle of wine or something the hotel can provide.

Hotels 117

Hotels Travel Workshop Reference 117

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

2017 0

2017 Article Net Promoter Score Customer Service 0

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Customers know to expect excellent hospitality and high-end service from a 5-star resort. Customers also understand they have a clean room and a place to stay the night at a lower-cost, no-frills hotel. The brands of those hotels are different, and the promise to customers is different, too.

Airlines 214

Airlines Brands Hotels Apparel 214

InMoment XI

APRIL 3, 2024

This means prioritizing positive interactions with products and services, engaging with people online, implementing customer feedback, and more. A well-designed digital experience can increase customer engagement and interaction with a brand.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Currency Alliance

FEBRUARY 26, 2021

The reason it is so hard for airlines to earn direct sales is because customers like to shop around in an OTA’s marketplace. Most airlines do sell hotel stays, but since that is not their core business, it is often outsourced to someone else. For instance, you may be a grocery store or a hotel chain.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Experience Investigators by 360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!

Hotels 125

Hotels Workshop Loyalty Programs Webinar 125

Beyond Philosophy

MARCH 5, 2015

There is packing, getting to the airport, taking care of all the details at work and home while you are gone, parking, confirming your hotel, and so on…I’m exhausted just typing the list. JetBlue recognizes that checking in is just one more task to add to a long list for their Customers.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

InMoment XI

FEBRUARY 5, 2024

Users can leave reviews for various establishments such as restaurants, hotels, shops, and more. Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers. These reviews often include ratings, written feedback, and sometimes photos.

Competitive Advantage 195

Competitive Advantage 2024 Consumers Feedback 195

InMoment XI

AUGUST 26, 2024

For example, a Google search for “hotel near me” might highlight top directories like Tripadvisor, Yelp, and Foursquare. By monitoring key metrics, you can make data-driven decisions to optimize your listings for better online visibility and customer engagement.

Customers 195

Customers Brands 2024 Management 195

TechSee

OCTOBER 23, 2018

Thanks for calling our Hotel. Personalization as a driver in customer service. AI has the power to achieve mass personalization by harnessing huge amounts of data from multiple data sources and uncovering patterns in customer behavior. Examples of AI-Driven Personalized Customer Service. How may I help you?

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Clarabridge

OCTOBER 12, 2015

Personalization isn’t just a buzz word for customer experience teams—it’s an integral part of any customer engagement strategy. Personalizing the customer experience shows your customers that you are listening to their feedback, that you understand and empathize with their needs , and that you value their opinions.

Customer Experience 75

Customer Experience Hotels Loyalty Programs Social Media 75

ReviewTrackers

JUNE 27, 2019

Entitled “Hotel Performance Impact of Socially Engaging with Consumers” and authored by Chris Anderson and Saram Han of the Cornell University School of Hotel Administration, the study analyzed review data on TripAdvisor and examined the effects of reviews and review responses on reputation and revenue.

Management 85

Management Hotels Hospitality Net Promoter Score 85

Topdown

FEBRUARY 27, 2017

But there’s another big lesson every industry can take away from retail and hospitality: happy employees make happy customers. Think about your own recent visits to stores, restaurants or hotels. How did that impact your experience as a customer? How did it impact your impression of the brand?

Engagement 48

Engagement Customer Engagement Hospitality Hotels 48

PeopleMetrics

JUNE 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. Such exchanges are typically what prospective clients seek from customer experience software like ours.

Customer Centricity 114

Customer Centricity Hotels Competitive Advantage Customers 114

Customers That Stick

OCTOBER 16, 2014

In your own personal experience, has customer service gotten better or worse in the past five years? For instance, I love the Hilton brand, and I find great service consistently there whether at a Hilton, Embassy Suites or Hampton Inn hotel. It depends on the industry and brand. Even the phone service has been great.

Customer Experience 124

Customer Experience Social Media Contact Center Fashion 124

Eptica

AUGUST 28, 2015

Martin Hill-Wilson believes the solution is to create a customer hub , which he defines as “housing every competency needed to operate aligned customer engagement; steered by real time analytics and leveraged through agile change management and stakeholder collaboration.” Share this page on: Tweet.

Social Media 92

Social Media 2015 Contact Center Hotels 92

Oracle

JANUARY 17, 2019

It connects systems, data, and teams to create a seamless customer experience across every brand touchpoint. It eliminates silos between business units to reduce friction, build customer engagement, and strengthen brand loyalty.” Same with hotels providing warm cookies in the reception area for a guest after a long trip.”

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged. But, the hotel operator also knows it only costs about 7€ to clean a room.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98