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

Customer Bliss

OCTOBER 30, 2018

Niki Leondakis, who’s the CEO of Equinox Fitness Centers , tells about an experience at a hotel that you may have had too. After an early run one morning, she got back to her hotel, dying for a cup of coffee. Hire People Who Will Rise to the Occasion. She couldn’t help her. But why not? Leondakis a cup of coffee.

Hotels 256

Hotels Chief Customer Officer Social Media Books 256

Experience Investigators by 360Connext

JUNE 9, 2015

EXAMPLE: Doubletree Hotels and their chocolate chip cookie. It’s a signature extra by the hotel. It’s the little plus that show that you value the customer and their business. 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

JULY 9, 2024

Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. We’ll explore the immense potential of AI in leveraging vast data sources for digital engagement, enhancing chatbots, and providing predictive analytics—all while maintaining a genuine human touch.

2024 284

2024 Fashion B2C Hotels 284

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. A great experience, but for whom? The thought behind the gifts is nice, but he can’t enjoy either.

Brands 259

Brands Hotels Consulting Workshop 259

GetFeedback

JULY 19, 2019

The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints. There is greater ROI when the holistic customer journey is the focus. 2: identify the VoC data that best helps you measure your performance .

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Customer Bliss

APRIL 11, 2018

Virgin Hotels decided to act with fairness by eliminating “nickel and diming” at their hotels. You also won’t get dinged for room service fees or add-on service charges. “We shouldn’t feel like ‘we’ve got you,’” says CEO Raul Leal in rebuffing fees customers often feel imprisoned by at other hotels.

Hotels 209

Hotels Books Insurance Banking 209

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hospitals: 76%. Household Appliances: 80%. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

APRIL 7, 2015

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. My husband tries another American Airlines customer service rep. Then we go wait for standby and realize our fate. We aren’t getting home tonight.

Airlines 307

Airlines Customer Experience Travel Books 307

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. What is Guest Experience?

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

CSM Magazine

JUNE 13, 2024

Let’s explore some of the latest trends shaping the way hotels enhance guest experiences. Hotels are leveraging technology to create these unique moments. Just imagine arriving at a hotel and finding your favorite snack waiting for you. Take the example of a boutique hotel in New York.

Hotels 52

Hotels Customer Service Guest Experience Hospitality 52

InMoment XI

JULY 16, 2024

For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. 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.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. 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.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

AUGUST 14, 2024

Hospitality Hotels and resorts can use AI to analyze guest reviews and feedback forms to identify strengths and weaknesses in their services. 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.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

OCTOBER 31, 2024

Hospitality Call Center Mark is looking to stay at a hotel for the weekend during his business trip. After a quick Google search, he finds a hotel to his liking. Before picking up the phone, he decides to visit the hotel website. As a result, it’s very likely that he doesn’t need to call the hotel anymore.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

ShepHyken

NOVEMBER 3, 2021

My hotels have struggled this year with our service scores. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. This hotel owner knew his ratings were slipping and wanted to do something about it. But what happens when it becomes a trend? He writes: .

Hospitality 169

Hospitality Hotels Customer Experience Feedback 169

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Experience Hotel analyzed more than 9 million emails they sent to their guests. Even if you’re not in the hotel industry, you’ll find the results interesting.

Article 158

Article 2021 Customer Service Loyalty Programs 158

InMoment XI

AUGUST 1, 2024

Hospitality Industry A well-known hotel chain used customer sentiment monitoring to address areas of concern highlighted by guests. Through sentiment analysis of online reviews and survey feedback, the hotel identified recurring complaints related to cleanliness and service quality.

Measurement 195

Measurement Hotels Social Media Hospitality 195

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Hotels 2010 Customer Journey 204

ShepHyken

FEBRUARY 13, 2024

The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. The answer is simple. It’s about how businesses make us feel.

Customer Experience 149

Customer Experience Transportation Hotels Airlines 149

Customer Bliss

OCTOBER 11, 2016

He is responsible for inspiring customers across the world to explore, experience and fall in love with Hilton’s hotels and brands. Go to the hotels. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. Drive other leaders to experience the brand: Be a customer. Listen carefully there.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Alida

OCTOBER 18, 2016

86 percent of #GenerationZ travelers prefer to stay in hotels ( TWEET THIS STAT ). Compared to Millennials, they’re less likely to use Airbnb. Beachy vacations’ top the wish list of #GenerationZ travelers ( TWEET THIS INSIGHT ). Hard-working, bright-eyed workers.

Travel 279

Travel 2010 Fashion Hotels 279

Customer Bliss

AUGUST 8, 2019

Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst knows how to lead himself and others into greatness and has grown the Ritz-Carlton Hotel Co. knows a thing or two about creating memorable experiences and providing stellar customer service.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

InMoment XI

JANUARY 27, 2022

New Zealand’s international border remains closed to the world until at least April 30th 2022 , with arrivals having to undergo a 14 day hotel quarantine. First, some context for our international readers.

Airlines 397

Airlines Customer Experience 2022 Financial 397

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Hotel brands sometimes thank customers for their 10th or 100th stay. 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? Support your customers’ goals.

Airlines 372

Airlines 2020 Social Media Hotels 372

InMoment XI

AUGUST 15, 2022

For example, an airline may consider a passenger’s flight the extent of that individual’s experience, but this view fails to account for buying a ticket, waiting in the airport, finding a hotel, and all the other parts of the journey besides ‘just’ the flight. What Makes for a Great Retail Customer Experience Journey?

Retail 397

Retail Customer Experience E Commerce Airlines 397

InMoment XI

OCTOBER 17, 2024

Customer Feedback Questionnaire for Hotels How would you rate your overall satisfaction with your recent stay at our hotel? On a scale of 1-5, how likely are you to recommend our hotel to others? How satisfied were you with the cleanliness and upkeep of your room? Did the amenities offered meet your expectations?

Feedback 195

Feedback Insights Customers Banking 195

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

Beyond Philosophy

OCTOBER 15, 2020

Carbone did some work with hotels over the years and learned that people thought of the hotel room as a “safe container.” Consider a time you walked into your hotel room after checking in. I feel the same way about hotel rooms and the idea that people have been in there that I didn’t know about.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. The hotel she works at has no airport shuttle, but a guest who just landed at the airport calls and asks, “Do you have a shuttle to get me from the airport to the hotel?”. What is the Question ? The simple answer is, “No.”

Hotels 172

Hotels Hospitality Transportation Customer Service Training 172

ShepHyken

JANUARY 25, 2021

(Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. ” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries.

2021 164

2021 Article Customer Service Guest Experience 164

ShepHyken

JANUARY 13, 2021

A guest at the hotel had accidentally left his laptop in the room when he checked out. He flew to Hawaii and called the hotel, panicking because he had lost his computer that he needed for his meeting. The note would have been enough, but the chocolate sweetened the experience. Horst shared a better story.

Hotels 158

Hotels Customer Service Training Presentation Information 158

eglobalis

SEPTEMBER 28, 2024

This made it impossible to input the hotel address, and the system no longer recognized addresses that had previously been accessible. Here’s a detailed account of the problems we encountered: We stopped at a supermarket, and when I restarted the car, the navigation system stopped working. Before the trip, everything was working perfectly.

Automotive 373

Automotive Loyalty Return on Investment Transportation 373

InMoment XI

NOVEMBER 16, 2021

If you obtain customer contact information from business units, such as stores, hotels, dealerships, etc., Scrutinize Your Contact Data: Are a significant portion of your records getting removed because contact information is either missing or wrong? it’s important to look at sample quality at the unit level.

Automotive 370

Automotive Hotels Social Media Events 370

ShepHyken

AUGUST 1, 2023

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. Make it Unique – It’s customary for travel agencies to send clients a surprise welcome gift in their hotel room. It just has to be unexpected, appreciated, and memorable.

Hotels 117

Hotels Travel Workshop Reference 117

ShepHyken

MARCH 10, 2021

I remember the first time I stayed at a Hard Rock Hotel. I was excited to stay in this hip, cool, trendy hotel. Just like the restaurants have music memorabilia hanging on the walls, so do the hotels. Rock music was piped in through the hotel. Is it congruent with how employees act toward customers and each other?

Culture 162

Culture Hotels Customer Service Training Definition 162