ENGAGE.cx

SEPTEMBER 23, 2015

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. A customer-experience driven B2C CRM like ENGAGE.cx for free today.

Guest Experience 72

Guest Experience Hospitality Hotels B2C 72

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in. Why is Customer Retention Important?

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty.

2021 162

2021 Article Customer Service Guest Experience 162

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. Less cost, less time and fewer efforts!

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

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

PK

OCTOBER 19, 2020

As the hospitality sector heads into uncharted waters, the guest experience needs to remain top-of-mind. The post Home away from home: Guest experience in hospitality appeared first on PK. In light of recent mass layoffs—namely, Disney theme parks, Carnival Cruise Line and MGM Resorts—one […].

Guest Experience 64

Guest Experience Hospitality Customer Retention Customer Journey 64

InMoment XI

JULY 16, 2024

By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Management 195

Management Social Media Hotels Airlines 195

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

Interactions

JULY 24, 2019

We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. With GXP, we’ve taken that expertise and experience and applied it to the Food Services industry to revolutionize digital ordering and guest care. The Guest Experience Platform (GXP).

Guest Experience 54

Guest Experience Interaction Social Media Omnichannel 54

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

JUNE 5, 2024

Client Testimonials The use of InMoment AI will allow us to easily analyze feedback in all of its forms to receive more detailed and immediate insight from a wider variety of guest experiences.

2024 195

2024 Social Media Innovation Document 195

CSM Magazine

MARCH 17, 2025

Reward Positive Customers: Build loyalty with fair-minded customers. A happy team is better equipped to deliver memorable guest experiences. Acknowledge positive behaviors to reinforce a strong sense of community and respect among diners. The Takeaway (excuse the pun!)

Hospitality 52

Hospitality Social Media Guest Experience Presentation 52

InMoment XI

AUGUST 14, 2024

A hotel chain might discover through AI that guests frequently mention the need for better room cleanliness. By addressing this feedback, the hotel can improve guest satisfaction and loyalty. AI customer feedback analysis can provide detailed insights into guest experiences, allowing for targeted improvements.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience. It drives repeat business and loyalty. How teaching your employees to provide great guest experiences increases sales by Alyssa Hanson .

2019 91

2019 Article Customer Service Guest Experience 91

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

Beyond Philosophy

JUNE 5, 2017

Rather than increase value and customer loyalty, a robot has the potential to destroy the things that make a business special in the first place. Can robots help the hotel guest experience? As a Star Trek fan, I love the idea of a robot bringing me snacks. But they should be used with caution. What do you think?

Hotels 143

Hotels Travel Books Guest Experience 143

IntouchInsight

APRIL 4, 2024

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. In the dynamic , competitive restaurant industry, every customer interaction counts.

Measurement 83

Measurement Guest Experience Customer Experience Touchpoint 83

inmoment

APRIL 5, 2019

If you’re in the food service industry , then you’re no stranger to the guest experience. In fact, the customer experience (CX) and food service industries have evolved together overtime. Well, the food service industry was one of the first to embrace the idea of customer experience. What do I mean by this?

Guest Experience 40

Guest Experience Touchpoint Brands Feedback 40

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

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 111

Tourism Entertainment Guest Experience Hospitality 111

ShepHyken

DECEMBER 4, 2023

Customers value businesses that are always friendly, always helpful, and always reliable. Plus, Josh shares what it means to “get rid of your customers” and more nuggets from his latest book, The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. Quotes: “Recognize that your guests don’t need you.

Hospitality 108

Hospitality Tourism Guest Experience Books 108

ShepHyken

OCTOBER 3, 2016

Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level. Provide Support) The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales.

2016 125

2016 Article Airlines Customer Service 125

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

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

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. But being big shouldn’t be a barrier to creating loyalty through customer service. The index ultimately lets hospitality companies understand how customer experience is driving financial performance.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

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

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

ReviewTrackers

MAY 15, 2017

In the real world, a good hotel manager doesn’t hide away in the office; instead, he or she is present in the lobby, or walking around the hotel, in order to connect with guests as well as get the staff together to deliver the best possible guest experience. 7: Gauge guest satisfaction and loyalty with the NPS 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

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 14, 2015

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. Last week, I stayed in two different hotels in the greater Atlanta area. 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

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Habit #2: Employee satisfaction and loyalty leads to customer satisfaction and loyalty.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

BirdEye

JANUARY 24, 2025

Responding to comments, reposting stories, and answering queries builds human connection and drives loyalty. Showcase guest reviews to build trust with user-generated content. Use video storytelling to share guest experiences and emotional narratives. Post behind-the-scenes content to humanize your hotel brand.

Social Media 52

Social Media Hotels Marketing Travel 52

CSM Magazine

JANUARY 3, 2025

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

2025 52

2025 E-support Customer Satisfaction E Commerce 52