InMoment XI

JUNE 7, 2024

Moreover, your reputation directly impacts brand loyalty and repeat business in an industry where word-of-mouth recommendations carry significant weight. A positive reputation not only attracts new guests but also fosters trust and loyalty among existing clientele.

Hotels 195

Hotels Management Social Media Hospitality 195

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. By analyzing customer sentiment, businesses can gain valuable insights into how their customers perceive their offerings and overall brand experience. Why is Customer Sentiment Important? What is Customer Sentiment Analysis?

Measurement 195

Measurement Hotels Social Media Hospitality 195

CSM Magazine

MARCH 17, 2025

Its a phrase we’ve all heard, but in the hospitality world, sticking to this mantra is becoming increasingly challenging. A Balanced Approach to Hospitality Not all industry experts believe in abandoning the customer is always right philosophy. Reward Positive Customers: Build loyalty with fair-minded customers.

Hospitality 52

Hospitality Social Media Guest Experience Presentation 52

SurveySensum

JULY 3, 2019

Give reasons to your restaurant guests remember you for the best-in-class experience you deliver. Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Listening to guests is crucial! Conclusion.

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

BirdEye

APRIL 1, 2025

Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. In most cases, a guest forms the first impression of your hotel long before their arrivaloften with a single glance at your online reviews.

Hotels 52

Hotels 2025 Books Management 52

InMoment XI

AUGUST 14, 2024

For example, a hospital might use AI to detect recurring complaints about long waiting times or the quality of care. This insight can lead to operational changes that enhance patient experience and care quality. 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

CSM Magazine

MARCH 19, 2025

AI-powered support ensures that customers receive help in their native language, increasing trust and brand loyalty. Travel and Hospitality: Personalized Customer Service A global hotel chain implemented AI translation to enhance guest communication.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

Avaya

MARCH 13, 2017

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. We especially see this in one of today’s most customer-centric industries: hospitality.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Totango

JUNE 25, 2020

SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences. As many of us know, COVID-19 has been especially hard on those in the hospitality industry. Ilana Brown: Yes, for sure.

Hospitality 62

Hospitality Guest Experience Customer Success Definition 62

ShepHyken

OCTOBER 31, 2017

In this role, Josh has enabled numerous attractions to improve how they meet and exceed expectations, and then follow through by harnessing satisfaction and converting it to lifelong loyalty.

Tourism 112

Tourism Entertainment Guest Experience Hospitality 112

ShepHyken

OCTOBER 3, 2016

But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level. Bold words, yes, and I stand by them.)

2016 125

2016 Article Airlines Customer Service 125

Currency Alliance

OCTOBER 11, 2018

To answer this challenge, and preserve their largest-possible market share, hotels must deploy new technologies on two fronts: inside the hotel, but also with other local places that guests visit, and at digital touchpoints before, during and after their stay. Many of these are experience-enhancers which double up as upselling platforms.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ENGAGE.cx

OCTOBER 14, 2015

It’s fair to say the hospitality industry aims to welcome guests to its properties the way a host welcomes visitors into his or her home. 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.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

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

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

CSM Magazine

FEBRUARY 19, 2025

Beyond menu personalization, AI also enhances loyalty programs and targeted promotions. 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

Improved customer satisfaction not only fosters loyalty but can also lead to positive word-of-mouth, attracting new customers to the brand. These virtual concierges enhance the overall guest experience.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

CSM Magazine

JANUARY 3, 2025

Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth. 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

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

BirdEye

JANUARY 24, 2025

Responding to comments, reposting stories, and answering queries builds human connection and drives loyalty. Boost brand visibility among global and local audiences Hotels operate in a highly competitive hospitality industry where standing out is key. Showcase guest reviews to build trust with user-generated content.

Social Media 52

Social Media Hotels Marketing Travel 52

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

Beyond Philosophy

MARCH 6, 2017

Research by Market Metrix, a business that helps companies in the hospitality industry improve their guest experiences, showed that the top two things that drove value for hotel guests were adequate lighting in rooms and reliable internet access. Revolutionary Thinking on Customer Loyalty. Outrageous!

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

ShepHyken

SEPTEMBER 4, 2023

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. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits.

Article 71

Article Customer Service Hotels Hospitality 71

BirdEye

DECEMBER 27, 2024

Design email sequences that prioritize guest satisfaction before mentioning reviews. 3 ways to build strong relationships with loyal customers First, successful restaurants leverage review insights to personalize guest experiences. Follow up meaningfully after private customer feedback before requesting public reviews.

Multi-Channel 52

Multi-Channel Social Media Feedback Guest Experience 52

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

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. To ensure that your online reputation is driving guests to your hotel — instead of away from it — we created a list of hotel reputation management best practices and tactics. TripAdvisor ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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

Opinionator

MARCH 10, 2021

It can also help improve the services and products and develop strategies for customer loyalty. These comment cards are most often found in retail stores, but are also used in other industries, such as banks, restaurants and hospitals. Business owners use the data to improve the guest experience.

Feedback 87

Feedback Guest Experience Hospitality Customers 87

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

NICE inContact

JUNE 27, 2017

When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hotels 48

ENGAGE.cx

OCTOBER 13, 2016

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. finally delivers on the full promise that CX has been striving for in the hospitality industry.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Experience Investigators by 360Connext

SEPTEMBER 1, 2015

My husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across the city. We were seriously beat, and looking for something much more low-key than our usual trip to a theme park. We just wanted […].

Consulting 226

Consulting Customer Experience Travel Guest Experience 226

Optimove

JULY 19, 2022

The hospitality industry is back. With millions of us reaching for our passports and planning a long-overdue getaway, the hospitality sector is expected to grow from $3.9 It might sound like a first-world problem, but addressing the almost daily frustration of lost keys can go a long way to elevating the guest experience.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Happy or Not

APRIL 1, 2025

However, without a proper customer feedback strategy, companies risk missing out on valuable feedback that could help them refine their customer engagement techniques and improve customer loyalty strategies. A shopper in a retail store has different priorities than a traveler at an airport or a patient at a hospital.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

SurveySparrow

OCTOBER 12, 2023

Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience. Evaluating Customer Loyalty Customers can build or break an enterprise’s credibility. These surveys help identify areas of improvement, ensuring better products or services.

Feedback 52

Feedback Measurement Insights Presentation 52

Grade.us

APRIL 2, 2019

General / all purpose templates Home services templates Legal templates Hospitality templates Healthcare templates Wedding services templates Real estate templates Automotive templates. Hospitality Industry Templates. Hospitality Industry review request template #1: How was your stay, [ guest name ]? review funnel link ].

Automotive 42

Automotive Hospitality Healthcare Feedback 42

Comm100

AUGUST 23, 2018

By making your app a one-stop-shop for customer service needs, marketing offers, mobile payments, and more, you will be on your way to putting your customers before your channels, inspiring loyalty and boosting app retention. In 2018, video customer service is being adopted in industries such as healthcare, travel, and hospitality.

Exceptional Customer Service 45

Exceptional Customer Service 2018 Customer Service Hotels 45