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. That’s exactly why HITEC 2017 exists.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

Clarabridge

MAY 4, 2017

Lyft Discusses Increasing Efficiency to Elevate the Customer Experience. Following HCSC and Northridge Group’s keynote, Rebecca Liberman, Voice of the Customer Specialist for Lyft, revealed why brands must track feedback in real-time to better delight their customers. Feel like you missed out on the extravaganza of the year?

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. According to Forrester, customers who have great experiences are 3.6x times more likely to spend more money with the brand. Here’s Auntie Anne’s OSAT after InMoment implementation: 2017: 62.8. 2018: 65.0.

Guest Experience 40

Guest Experience Effort Score Employee Experience Feedback 40

Customer Enthusiast

AUGUST 2, 2017

In May I read the 2017 Qualtrics Hotel Pain Index Study , made some notes, and had every intention of writing a June blog post in response to the study. The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Study 40

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices). billion U.S. Who is doing this right?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

Hotels 20

Hotels Management Net Promoter Score Social Media 20