InMoment XI

OCTOBER 3, 2024

Build Personal Relationships In the same way that customers want to have personal experiences with a brand, your clients want to have a personal relationship with your organization. You can personalize your interactions by remembering key details about their business and showing genuine interest in their success.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Qualtrics

FEBRUARY 16, 2021

The guest experience could be the difference between whether a guest returns or not. Explore the ways that organizations can use guest experience as a key factor of their success. What is guest experience? The guest experience is the cumulative effect of every interaction your guests have with you.

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

InMoment XI

AUGUST 1, 2024

Understanding customer sentiment provides so many advantages for CX leaders—which ultimately lead to both strategic and operational improvements: Enhanced Customer Experience : By pinpointing and addressing pain points revealed through sentiment analysis, businesses can significantly elevate the overall customer experience.

Measurement 195

Measurement Hotels Social Media Hospitality 195

InMoment XI

AUGUST 14, 2024

By addressing this issue, perhaps through self-checkout options, the retailer can enhance the shopping experience. InMoment Conversational Intelligence feature helps understand customer interactions to improve agent performance and customer satisfaction. By addressing this feedback, the hotel can improve guest satisfaction and loyalty.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

JULY 16, 2024

By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience. The brand that engages builds a community of loyal customers who appreciate the interaction and responsiveness.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience. The brand that engages builds a community of loyal customers who appreciate the interaction and responsiveness.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. This data may include historical customer interactions, transcripts of conversations, customer profiles, and information from other relevant databases.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

Customer Bliss

OCTOBER 25, 2018

You’ll also hear from Lee West , Pastor of Guest Experiences at Gateway Church , who shares how his personal experience witnessing new church member isolation inspired him to map a welcoming strategy to make these new members feel more included and engaged with the community. Inspire what you want to be delivered. -

Hospitality 162

Hospitality Customer Experience Guest Experience Chief Customer Officer 162

Alida

OCTOBER 27, 2017

Before acquiring the Marvel and Star Wars universes, Walt Disney had established a long history of obsessing about great guest experiences, so a focus on its bricks-and-mortar presence is nothing new to the entertainment company. Personalization is a big part of the pilot store experience. Make it magical.

Retail 154

Retail E Commerce E-support Entertainment 154

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

Avaya

FEBRUARY 7, 2017

For example, they can uniquely differentiate themselves by embedding video into the mobile customer experience. By doing so, guests can escalate any mobile interaction to a video chat session with the touch of a finger—anytime, anywhere via an integrated mobile app (more on this below).

Hotels 55

Hotels Guest Experience Hospitality Travel 55

CSM Magazine

FEBRUARY 19, 2025

With the introduction of artificial intelligence, the way restaurants interact with their guests is evolving rapidly. From automated order processing and personalized recommendations to optimized feedback systems, AI is not only streamlining operations but also enhancing the customer experience in profound ways.

Customer Experience 52

Customer Experience Social Media Competitive Advantage Customer Satisfaction 52

Eptica

JULY 15, 2020

Tags: Jeanne Bliss, Dorchester Collection, hospitality, Customer Service, Customer experience, CX, Customer satisfaction, empathy, MakeMomProud Categories: Best Practice.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

IntouchInsight

APRIL 4, 2024

In the dynamic , competitive restaurant industry, every customer interaction counts. Whether through efficient drive-thru lanes, user-friendly self-service kiosks, or intuitive mobile apps, each touchpoint shapes the guest experience, influencing satisfaction and loyalty.

Measurement 83

Measurement Guest Experience Customer Experience Touchpoint 83

Bill Quiseng

AUGUST 10, 2015

In one day, the associates have more direct interaction with the customers than the general manager might in one week. Micah even discusses how technology has and will change the guest experience. Find out more about Micah and his new ebook at the end of this post.

Hospitality 133

Hospitality Culture Hotels Guest Experience 133

ShepHyken

MARCH 30, 2021

How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. Every interaction you have with external customers, as well as internal customers, should end with everyone feeling better than when they came to you.

Hospitality 110

Hospitality Guest Experience Advertising Culture 110

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly. Businesses are no longer confined to local or regional markets.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

Beyond Philosophy

JUNE 5, 2017

The personal touch of the experience had gone, been lost and missed. People who stay at boutique hotels often choose them because of the service and personal interactions they provide. Guests might enjoy saying hello to the desk clerk each day, getting restaurant recommendations or just seeing a friendly face delivering room service.

Hotels 143

Hotels Travel Books Guest Experience 143

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

inmoment

APRIL 22, 2019

While these statistics may seem grim, focusing on guest experience can help to revitalize the numbers. The first trend that stood out was how important frontline employees continue to be in the guest experience. A leader of a large Mississippi-based franchise group noted: “we have two businesses: people and pizza.”.

Guest Experience 40

Guest Experience Engagement 2019 Loyalty Programs 40

BirdEye

JANUARY 24, 2025

Hotels that embrace trends like challenges or interactive videos can use these major platforms to tap into a growing segment of active users who crave authentic experiences. Using paid advertising options like retargeting, hotels can directly target users whove already interacted with their social media posts or website.

Social Media 52

Social Media Hotels Marketing Travel 52

InMoment XI

SEPTEMBER 25, 2024

Merging all three disciplines, it focuses on the interaction between computers and humans through natural language. As the capabilities of NLP continue to expand, it further revolutionizes various industries, enhances user experiences, and opens new avenues for research and innovation.

Insights 195

Insights Social Media Net Promoter Score Events 195

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?

Customer Experience 98

Customer Experience Airlines Guest Experience Hotels 98

NICE inContact

OCTOBER 29, 2019

Voice and screen captures of interactions with CXone Quality Management are effective coaching tools—in fact, agent utilization has risen by 20 percent! Find out how NICE inContact and CXone continue to play a role in Radisson Hotel Group’s commitment to providing memorable moments for its guests all over the globe.

Contact Center 48

Contact Center Hotels Guest Experience Call Center 48

BirdEye

DECEMBER 27, 2024

Building your restaurant’s online reputation Every guest interaction with your restaurant leaves a digital footprint. Design email sequences that prioritize guest satisfaction before mentioning reviews. Use Birdeye’s automated system to identify optimal moments for review requests based on customer interactions.

Multi-Channel 52

Multi-Channel Social Media Feedback Guest Experience 52

ENGAGE.cx

OCTOBER 14, 2015

Measuring Customer Sentiment: The next step is to measure the guest’s affinity for each touch point along the journey. What is the relevance of each interaction in the eyes of a guest? Did the interaction have an emotional impact that pushed them towards or away from the brand? Did he or she like the outcome of the event?

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

ShepHyken

FEBRUARY 25, 2019

Every interaction is a chance for your employees to communicate the experience that your brand provides. How teaching your employees to provide great guest experiences increases sales by Alyssa Hanson . Fast Casual) A restaurant’s strongest competitive differentiator is the experience they offer their guests.

2019 89

2019 Article Customer Service Guest Experience 89

Magellan Solutions

JANUARY 19, 2024

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. It makes guests feel genuinely appreciated and looked after. Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Think Customers

MAY 10, 2016

While customer expectations will vary based on each consumer's mindset going into an interaction and what they expect out of it, people who are paying for a high-end product or service typically have amplified expectations. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

CSM Magazine

JUNE 13, 2024

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. They want personalized experiences that make them feel special and valued. Hotels are leveraging technology to create these unique moments.

Hotels 52

Hotels Customer Service Guest Experience Hospitality 52

Avaya

MARCH 13, 2017

From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Avaya

JUNE 27, 2017

Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. And 67% would sign up for location-based coupons and alerts.

2017 53

2017 Hospitality Guest Experience Hotels 53

Stella Connect

JANUARY 18, 2022

In the early stages of my career I analyzed my interactions with brands, products or services, looking for common themes — a crazy-making activity that eventually led to my first book, The Ten Principles Behind Great Customer Experiences. Three Things Every Business Needs to Create Great Customer Experiences.

Customer Experience 102

Customer Experience Contact Center Guest Experience Culture 102

Opinionator

MARCH 10, 2021

They are presented at the business location (perhaps even with the POS invoice or guest check) – so not an online customer interaction. Business owners use the data to improve the guest experience. The information on these cards can be anonymous and usually in the form of a survey. But how can you know for sure?

Feedback 87

Feedback Guest Experience Hospitality Customers 87

ShepHyken

AUGUST 1, 2022

(SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss.

Article 71

Article 2022 Customer Service B2C 71

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

NICE inContact

JUNE 27, 2017

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. When it comes to competitive industries, few rank higher than hospitality.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hospitality 48