Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? By doing so, guests can escalate any mobile interaction to a video chat session with the touch of a finger—anytime, anywhere via an integrated mobile app (more on this below). Just consider that 35% of Americans believe outer space travel will become a reality within the next 15 years.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

ShepHyken

DECEMBER 17, 2019

Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. How do I define my brand standards? The Hospitality Mentality.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ENGAGE.cx

SEPTEMBER 23, 2015

You jump online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Guest Lifecycle. Guest Sentiment.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

ReviewTrackers

MARCH 3, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. You can also gain valuable insights on how to deliver even better guest experiences.

How To 70

How To Hotels Travel Guest Experience 70

ReviewTrackers

MARCH 21, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. According to PhoCusWright, 83 percent say reviews help them pick the right hotel.

Analysis 56

Analysis Hotels Travel Guest Experience 56

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. This is where hotel reputation management comes in. Hotel Reputation Management Today. Hotel Reputation Management: Best Practices and Tactics. 2017 Local Search Survey ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Hotels and B&Bs that respond to 65 percent of their reviews receive an average review rating of 4.15, compared to only 3.81

Examples 91

Examples Hotels How To Travel 91

NetBase

FEBRUARY 27, 2019

Though there are still brands not using social analytics in all the ways they could, arguably all brands at the forefront of their industry know the importance of sentiment analysis. Literally the heart of your analytics, sentiment analysis puts you in touch with what matters most to consumers. Can’t all brands do this?

Travel 45

Travel Hotels Analytics Sports 45

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true?

Engagement 40

Engagement Guest Experience Hotels Hospitality 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

North Highland

SEPTEMBER 16, 2019

Summer 2019 provided the timeshare industry with its first glimpses of a shifting consumer landscape. This shift sees all industry players reexamining product offerings, marketing, and sales processes as traditional consumers begin to wane and the next generation of buyers comes into view.

Travel 45

Travel ROI CRM Entertainment 45

Comm100

AUGUST 23, 2018

Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In this list, you will find the customer service developments that have reshaped consumer expectations, and that are on their way to determining the customer expectations of the future.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Playvox

APRIL 14, 2022

The quality of customer service experiences is a critical factor in shaping customers’ opinions of a brand and driving loyalty. In fact, PwC research revealed that 82% of consumers want more human interaction in the future. Take Ritz-Carlton hotels as an example. The brand is synonymous with gold standard service.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

PeopleMetrics

FEBRUARY 26, 2015

The extra scoop on top became their customer experience hallmark. Westin Hotels pioneered the Heavenly Bed, turning the hotel guest experience into one centered on the feeling of rest and rejuvenation. W Hotels introduced a pillow menu. The Heavenly Bed was Westin''s guest experience hallmark.

Customer Experience 48

Customer Experience Hotels Guest Experience Employee Engagement 48

delighted

JANUARY 28, 2020

Administering feedback programs in this manner is time consuming and complex. If surveys are sent too long after a purchase/interaction, customers will more than likely forget the critical details of their experiences. NPS survey timing for retail and ecommerce brands. NPS survey timing for B2B and SaaS brands.

NPS 44

NPS Survey Ecommerce Hotels 44

Martin Hill-Wilson

JULY 23, 2016

Meanwhile, a whole string of new brands are emerging in bot design, deep learning and personal assistance. Happily there are UK brands in this list! His organisation has just installed a hotel bot using interactive text response. Legacy brands want to code as well as the fintechs. No more it seems.

Self Service 40

Self Service Omni-Channel Hotels Course 40