InMoment XI

OCTOBER 31, 2024

The Net Promoter Score (NPS) metric measures loyalty by asking customers how likely they are to recommend your business to others. 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.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. With billions of potential guests hanging out on Instagram, TikTok, and Facebook, it’s a crucial way to get your hotel noticed. Bottom Line Up Front Successful hotel marketing isn't just about showing up.

Social Media 52

Social Media Hotels Marketing Travel 52

Beyond Philosophy

OCTOBER 30, 2017

Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. And the big hotel chains are worried. Loyalty Points Don’t Lead to True Loyalty. I’ve stayed in their hotels many times and I like them just fine.

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Our attendants were stressed and quality was suffering.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall. No more broken treadmills! How lovely.

Travel 282

Travel Hotels Guest Experience Airlines 282

eglobalis

SEPTEMBER 28, 2024

When technical issues arise, many Toyota dealers take a proactive approach, often going above and beyond to ensure customer safety, satisfaction, and loyalty. Poor Understanding of Loyalty, CX, and Retention: Toyota dealers in my region (Bavaria) seem to have little understanding of how to build customer trust, loyalty, and confidence.

Automotive 469

Automotive Loyalty Return on Investment Transportation 469

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Winning in loyalty. ( [link] ).

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

OCTOBER 17, 2024

This question, often presented in a Net Promoter Score (NPS) survey, helps measure customer loyalty. 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?

Feedback 195

Feedback Insights Customers Banking 195

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

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? He’s diabetic and doesn’t drink or eat sugar.

Brands 259

Brands Hotels Consulting Workshop 259

PeopleMetrics

JANUARY 23, 2025

Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys. Building Relationships: AI can flag at-risk customers, but personalized outreach is what rebuilds trust and loyalty. Prioritizing What to Fix First Not all problems are equal.

NPS 118

NPS E Commerce Effort Score Metrics 118

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. 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. Never mind that again, this was not our fault.

Airlines 307

Airlines Customer Experience Travel Books 307

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 survey best practices.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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. It impacts the experiences and the loyalties of your customers. Hire People Who Will Rise to the Occasion.

Hotels 256

Hotels Chief Customer Officer Social Media Books 256

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. For customer experience leaders, customer sentiment is crucial because it directly impacts customer loyalty, satisfaction, and retention. Why is Customer Sentiment Important? What is Customer Sentiment Analysis?

Measurement 195

Measurement Hotels Social Media Hospitality 195

PeopleMetrics

JANUARY 24, 2025

Example: A hotel chain uses AI to assist agents during customer calls. AI predicts that improving delivery times will drive the largest increase in satisfaction and loyalty, helping the chain allocate resources effectively. This improves not only service efficiency but also overall CX.

Customer Service 118

Customer Service Touchpoint E Commerce E-support 118

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. Overlooking it might spell your downfall.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. Overlooking it might spell your downfall.

Management 195

Management Social Media Hotels Airlines 195

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. 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 Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

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. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. What is Guest Experience?

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. Power-winning guest loyalty program. Go to the hotels. Episode Overview. Mark was a great guest in that regard.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

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 154

Article 2021 Customer Service Loyalty Programs 154

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. The change is more than cosmetic.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Bill Quiseng

OCTOBER 9, 2024

QUI TAKEAWAY: Customer loyalty is not one BIG WOW to a customer. For hotels, offer bottled water at arrival and departure. Relationships build loyalty. Loyalty builds your business. To you, relationship capital is the only real currency of value to grow your business. Consistency builds trust. Trust builds relationships.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Hotels 231

Hotels Social Media Innovation Consulting 231

Beyond Philosophy

JULY 30, 2015

I’ll explain by using some examples from a hotel room. The nature of my job means I spend a lot of time in hotel rooms. So while it might seem I am picking on them, the truth is I just have a lot of experience dealing with hotels and the “little things” that make an experience what it is there. Am I just hacked off at hotels?

Customer Experience 159

Customer Experience Hotels Airlines Customers 159

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections.

2021 161

2021 Article Customer Service Guest Experience 161

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

Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. The hotel staff, while generally helpful and accommodating, has other things to do. Now, though, a handful of hotels are using robots to ease this pain point. Can robots help the hotel guest experience?

Hotels 143

Hotels Travel Books Guest Experience 143

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. Hotel brands sometimes thank customers for their 10th or 100th stay. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned.

2020 372

2020 Airlines Social Media Hotels 372

Very Best Service

DECEMBER 3, 2024

Here are some strategies for providing empathetic and personalized customer service: Active Listening: Truly listening to customers' concerns and feedback can foster trust and loyalty. Ritz-Carlton hotels train their staff to go the extra mile to anticipate and address guests' needs.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

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

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Alida

JULY 17, 2017

Loyalty programs, for example, are a great way to ensure a constant flow of insight from your customers. Silicon Valley keynoter, Connie Dieken, brought up the example of Marriott Hotels, who bought Starwood Hotels specifically because of the loyalty of their customers.

2017 172

2017 Customer Experience Hotels 2025 172