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

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. Sprinklr Sprinklr is a customer experience management platform specializing in social media, emails, and messaging apps.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

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. . Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. In the hotel I currently manage, we provide suite accommodations. Because social media plays such a big role in the hospitality business, we reward our agents every time a guest names them in an online review.

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

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195

Customer Bliss

OCTOBER 30, 2018

Social media feedback from every type of customer group cites how much the person understood who they were or if they got them. Niki Leondakis, who’s the CEO of Equinox Fitness Centers , tells about an experience at a hotel that you may have had too. It is a condition for earning that sale. She couldn’t help her.

Hotels 256

Hotels Chief Customer Officer Social Media Books 256

PeopleMetrics

JANUARY 23, 2025

AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys. Example: A retail chain sees declining CSAT scores for its online checkout process.

NPS 118

NPS E Commerce Effort Score Metrics 118

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. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) and the not so good.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

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

BirdEye

DECEMBER 28, 2022

Are you looking for ways to increase your social media followers? If the answer to either question is yes, you should consider running a social media contest. In fact, research shows that contests can be up to three times more effective than regular posts at generating engagement on social media.

Social Media 19

Social Media Brands Engagement Entertainment 19

BirdEye

DECEMBER 8, 2022

Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging. There are more than a dozen types of social media with more popping up every day. Table of contents Choosing the right social media types for your business 1. Social networks 2.

Social Media 98

Social Media Brands Entertainment Connections 98

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! Social media isn’t about brands. But they must remember one thing: Social media may provide your brand’s first and last impression, so both need to be good ones. What Is Social Analytics?

Social Media 104

Social Media Net Promoter Score Consumers Brands 104

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

InMoment XI

AUGUST 14, 2024

By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral. Restaurants Restaurants can leverage AI to analyze customer feedback from review sites, social media, and direct feedback forms.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Internet Social Media: 72%. 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%. Internet Search Engines and Information: 79%. Internet Service Providers: 62%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

Experience Investigators by 360Connext

OCTOBER 3, 2023

Social media monitoring: CX teams and brand leaders can monitor social media channels to see what customers talk about in relation to the brand. Facial Recognition for CX Airports, hospitals, and hotels have been testing and using facial expression recognition software with some success in recent years.

Feedback 270

Feedback Social Media Hospitality Hotels 270

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. What about when they complete a training process or post about your brand on social media? Look for milestones. Are there milestones to recognize?

2020 372

2020 Airlines Social Media Hotels 372

InMoment XI

AUGUST 1, 2024

Customer sentiment analysis involves using natural language processing (NLP) and machine learning techniques to analyze customer feedback from various sources— think social media, reviews, surveys, and more. First, collect feedback from various sources, including social media, reviews, surveys, and support interactions.

Measurement 195

Measurement Hotels Social Media Hospitality 195

Very Best Service

DECEMBER 3, 2024

The Power of Omnichannel Customer Service Omnichannel customer service is about providing a seamless and consistent experience across all channels, including: Social Media: Social media platforms have become essential customer service channels.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. Example: A hotel chain uses AI to assist agents during customer calls. This improves not only service efficiency but also overall CX.

Customer Service 118

Customer Service Touchpoint E Commerce E-support 118

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. These include online travel agencies (OTAs), social media, mobile apps, and brand websites. What is Guest Experience?

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

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

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

Bill Quiseng

OCTOBER 9, 2024

They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. For hotels, offer bottled water at arrival and departure. Your loyal customers will return repeatedly, spend more money, and rave to others about you on social media. Consistency builds trust.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

InMoment XI

NOVEMBER 16, 2021

If you obtain customer contact information from business units, such as stores, hotels, dealerships, etc., Remember that we’re here with the latest tips and tricks to help you figure out the best way to listen to your customers (via surveys or other feedback channels like social media, websites, apps, reviews etc.),

Automotive 370

Automotive Hotels Events Social Media 370

InMoment XI

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. million global participants.

Insights 195

Insights Social Media Net Promoter Score Events 195

Experience Investigators by 360Connext

FEBRUARY 12, 2015

I plug in my flight, hotel and other trip information, and TripIt helps me by sending me reminders and alerting me to issues. Off the top of my head, here are just a few SaaS products I use on a regular basis. TripIt by Concur – This travel organizer has saved me on countless occasions.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face.

Social Media 158

Social Media Hospitality Airlines Hotels 158

NetBase

JULY 24, 2019

Part 4 of our Social Media Analytics Guide contains all the info you could ever need about why competitor analysis is crucial, and what it entails. Brands like Stance , Edible Arrangements, Airbnb, and Etsy have given the likes of Nike, FTD, the entire hotel and eCommerce industries, and many major retailers a run for their money.

Social Media 78

Social Media Metrics Brands Events 78

InMoment XI

MARCH 11, 2024

Feedback Collection: The feedback is then collected by the company through various channels such as surveys, reviews, social media, customer service interactions, and more. Social Media Monitoring Understanding the importance of social media marketing is another way to implement a successful feedback loop.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

TechSee

SEPTEMBER 24, 2019

On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. Customers want to receive service anywhere, at any time, and any which way they like: web, voice, chat, messaging, social media, video or email. Sam travels often for business.

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

InMoment XI

MARCH 27, 2024

With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. Organizations that are highly visible in search results and on social media enjoy a natural advantage.

Automotive 195

Automotive Management Social Media 2024 195

transcosmos Information Systems

JULY 6, 2017

The increasing popularity of social media has given businesses a great opportunity to reach their customers where they’re at in real time. Today, social media plays an important role in the customer service industry. Social media is a channel for people to express their feelings, thoughts, and opinions.

Social Media 78

Social Media Customer Service 2009 2008 78

Customer Bliss

JUNE 6, 2017

Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. About Brad.

Hotels 149

Hotels Social Media Consulting 2014 149