Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Micah even discusses how technology has and will change the guest experience.

Hospitality 133

Hospitality Culture Hotels Guest Experience 133

CSM Magazine

JUNE 13, 2024

As hospitality professionals, you’re likely aware that exceptional customer service is no longer just a nice-to-have—it’s a must. 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.

Hotels 52

Hotels Customer Service Guest Experience Hospitality 52

InMoment XI

AUGUST 14, 2024

Finance AI can analyze customer feedback from banking apps, online banking services, and customer service interactions to identify common issues such as transaction errors or poor user experiences. A hotel chain might discover through AI that guests frequently mention the need for better room cleanliness.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

AUGUST 1, 2024

Create a Strategy to Fix Common Pain Points Now that you have identified your customers’ most common pain points, it’s time to develop a strategy to address these issues. The insights you gain can also inform future improvements in product or service quality.

Measurement 195

Measurement Hotels Social Media Hospitality 195

CSM Magazine

MARCH 19, 2025

This helps customer support teams make informed decisions and improve overall communication effectiveness. Case Studies: How AI Translation is Transforming Customer Support 1. E-Commerce: Scaling Global Customer Service A leading e-commerce retailer adopted AI translation to assist customers in over 20 languages.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? 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.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

ShepHyken

DECEMBER 17, 2019

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. How do I avoid bad customer reviews?

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

Eptica

JULY 15, 2020

it highlights that you need to understand customers personally to elevate the ir experience. So, would your mother be happy with the outcome – and would your customer service decision make her proud of you? In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?,

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

InMoment XI

OCTOBER 3, 2024

Guest Retention Strategies Guest retention is critical for businesses in the hospitality industry, such as hotels, restaurants, and entertainment venues. Working to improve the guest experience and encouraging them to return can lead to increased revenue, positive online reviews, and valuable word-of-mouth marketing.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating.

Hotels 52

Hotels Customer Service Airlines Transportation 52

Magellan Solutions

JUNE 10, 2021

What is covered by a vacation rental answering service. Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. Excellent customer service means never allowing the concierge desk to sit empty. Even to call center solutions for large hotels. TALK TO US!

Hotels 52

Hotels Entertainment Hospitality Call Center 52

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. But how can hotels stay on top of their Customer Experience (CX) game using chatbots?

Hotels 52

Hotels Hospitality Guest Experience Books 52

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 69

Article Customer Service Hospitality Hotels 69

Beyond Philosophy

MARCH 6, 2017

The problem is, your profit margin is now so low that it’s hard to find the money to improve other areas such as customer service. Research has consistently shown that price is only one factor that customers consider in determining value. Your customers are actually more likely to look for and appreciate the little things.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

Magellan Solutions

DECEMBER 4, 2023

Immerse yourself in this scene: a fantastic hotel where activities flow gracefully throughout the day. It harmonizes a symphony of impeccable guest arrivals and content patrons. It guarantees that your hotel thrives by providing top-notch hospitality services. We provide more than just hotel management.

Hotels 52

Hotels Management Hospitality Guest Experience 52

Eptica

JULY 29, 2020

These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience? Does your customer experience pass the #MakeMomProud test? Share this page on: Tweet.

Customer Experience 98

Customer Experience Airlines Guest Experience Hotels 98

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Follow on Twitter: @Hyken.

Article 73

Article 2022 Customer Service B2C 73

Think Customers

MAY 14, 2015

Last week, I stayed in two different hotels in the greater Atlanta area. Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. One was a Ritz-Carlton, and the other a Marriott.* But it wasn't--at least not for me. 1to1Media.com/weblog.

Guest Experience 75

Guest Experience Hotels Blog Brands 75

InMoment XI

SEPTEMBER 25, 2024

For instance, product teams can extract data specific to their products, while service teams can focus on improving customer service. These AI bots can understand and answer customer questions. These tools can understand and answer customer questions quickly. Why is Natural Language Processing Important?

Insights 195

Insights Social Media Net Promoter Score Events 195

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. This means that providing an exceptional, above-and-beyond level of customer service in your hospitality business is more important than ever before. Tech can help.

Guest Experience 52

Guest Experience Hospitality Hotels Multi-Channel 52

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

ENGAGE.cx

OCTOBER 14, 2015

Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can. 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.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

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

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating.

Customer Service 52

Customer Service Airlines Hotels Transportation 52

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

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 currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St.

Technology 52

Technology Hotels Guest Experience Hospitality 52

Think Customers

MAY 10, 2016

I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant, Director, Global Guest Experience & Innovation at Dorchester Collection , a luxury hotel operator whose properties include The Beverly Hills Hotel, The Dorchester, and Hotel Bel-Air.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

Bill Quiseng

JANUARY 16, 2017

This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. With the recent acquisition of Starwood, Marriott is the world’s largest hotel company with over 5700 properties worldwide. Filed under: Customer Service.

Entertainment 83

Entertainment Guest Experience Hotels Culture 83

CSM Magazine

JANUARY 3, 2025

A major hotel chain utilized AI-powered chatbots to handle bookings and inquiries in multiple languages, resulting in higher booking rates and enhanced guest experiences. Travel and Hospitality In the travel and hospitality industry, AI tools facilitate seamless communication with international travelers.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

CSM Magazine

JUNE 20, 2024

uses advanced Generative AI to help hotels provide exceptional customer service. This introduction to Generative AI is a first for Sabre Hospitality, with an aim to extend the reach of customer service beyond conventional support agent abilities. The company says SynXis’ Concierge.AI His prediction?

Hospitality 52

Hospitality Guest Experience Exceptional Customer Service Hotels 52

BirdEye

JUNE 21, 2023

It would be nice if simply producing a quality product and delivering exceptional customer service were all you need to ensure that your doors never close. Take hotels, for example. Impersonal service, unclean rooms, and a lack of amenities plague hotel guests. Why is the competitor analysis beneficial?

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. A Connected Customer Engagement solution like ENGAGE.cx

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Customer Enthusiast

AUGUST 2, 2017

In May I read the 2017 Qualtrics Hotel Pain Index Study , made some notes, and had every intention of writing a June blog post in response to the study. 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.

Hotels 40

Hotels Guest Experience Exceptional Customer Service Hospitality 40

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 41

Exceptional Customer Service 2018 Customer Service Hotels 41

Playvox

APRIL 14, 2022

Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant it is, excellent customer service is crucial to keeping it prosperous. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Omnichannel Events Webinar 78

Michelli Experience

NOVEMBER 14, 2017

I am delighted to have known Ed for years and am honored (beyond words) that he listed me as a member of his trusted personal board of directors in a recent article for Hotels Magazine. This week Ed Mady is being recognized as Hotelier of the World by Hotels Magazine at an awards ceremony at The Lotte New York Palace.

Brands 45

Brands Hotels Magazine Leadership 45