C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! We love our hotel apps. They want it? They want it? So give it to them.

Hotels 52

Hotels Marketing Guest Experience Travel 52

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum. Furthermore, hotels contributed 66% to the 98.3%

Hotels 52

Hotels Self Service Tourism Guest Experience 52

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. It proves Katie was listening to her customer.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. I agree that customers are more demanding than ever.

Loyalty Programs 79

Loyalty Programs Hotels Customer Service Hospitality 79

Kerry Bodine

OCTOBER 20, 2021

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. But here’s what innovative organizations understand: Customer experience is the superhighway to business success. Thoughts/Emotions/Perceptions: You customer thinks, “I’m angry!”

Customer Experience 227

Customer Experience B2C Hotels B2B 227

Steve DiGioia

FEBRUARY 15, 2021

I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. So, what can the Mandalorian teach you about your customer service? The overall experience given is what’s remembered and creates repeat customers. The only precious time is the customer’s time. Look directly at your customer.

Customer Service 348

Customer Service Hotels Customers Travel 348

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. How do metrics and standards play a role in customer service?

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

C3Centricity

OCTOBER 1, 2019

And customer satisfaction is becoming insufficient to drive growth alone. I was recently in the US and as seems to be the norm these days, the hotel in which I stayed asked me to rate their performance afterwards. To think that a Hotel apologises for not exceeding my expectations! Companies need to deliver more, a lot more!

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

ShepHyken

APRIL 16, 2024

He should sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a great street sweeper who did his job well.’” As I reflected on Laura and her amazing attitude, I considered some of the other employees I’ve seen doing similar jobs in airports, hotels, and other types of businesses. Don’t be ordinary.

Hotels 152

Hotels Customer Service Training Customer Service Training 152

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 Customer Service Training Course Communication 118

Beyond Philosophy

JUNE 24, 2023

You wouldn’t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. It’s the little things make a big difference in their customer satisfaction. It’s the little things make a big difference in their customer satisfaction.

Hotels 78

Hotels Customer Satisfaction Customers Customer Experience 78

Experience Matters

SEPTEMBER 9, 2014

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. ” #3.

Industry 218

Industry Strategy Hospitality Hotels 218

Customer Bliss

MAY 12, 2020

And the thing is, when hotels come back, the person at the front desk of the hotel is likely going to be replaced by something that looks like an automatic teller machine. Because the people who run the hotel chain will save money by doing that. Well, most hotel experiences the answer is no.

Leadership 210

Leadership Hotels Connections Software 210

Bill Quiseng

FEBRUARY 7, 2022

Don’t serve to satisfy customers. The customer does not “journey” sequentially over time, from start to finish. The more ow, the more disgustingly memorable the experience, the more disloyal the customer. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.

Hotels 130

Hotels Retail Loyalty Connections 130

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. The vision is bold and clear: “To be the best independent hotel in the world.”.

Culture 174

Culture Customer Service Hotels Hospitality 174

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

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. After all, why pay a booking site when I know the hotel I want to stay in, right? Otherwise you're just cheating the customer.

Customer Journeys 195

Customer Journeys Hotels Touchpoint CRM 195

ShepHyken

SEPTEMBER 2, 2020

What do you call your customers? Do you call them “customers”? Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? I get that you may be a guest of a hotel or a restaurant. Most people would call them customers.

Hotels 157

Hotels Connections Customer Service Training Retail 157

Beyond Philosophy

MAY 20, 2023

Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. Since customer’s feelings are challenging to itemize, many organizations tend to leave them off. Check it out here.

Customer Journeys 78

Customer Journeys ROI Hotels Exercises 78

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. at an experience I had in a four star hotel in Johannesburg, South Africa.

Airlines 164

Airlines Hotels Customer Experience Connections 164

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. How can you give your customer a voice within your business?

ROI 309

ROI How To Touchpoint Hotels 309

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 68

Customer Service Hospitality Hotels Customer Retention 68

Customer Enthusiast

MARCH 31, 2023

Last month, I presented to a group of hotel general managers. Connect daily work activities to the higher purpose of the job role. These were the presentation’s three main objectives: Reveal the totality of employees’ job roles. Inspire greater employee engagement.

Customer Service 62

Customer Service Hotels Employee Engagement Study 62

Customer Bliss

AUGUST 30, 2021

Isadore Sharp, the founder and CEO of The Four Seasons Hotels states that: It is our work to give people “a sense of purpose and the courage to believe in themselves.”. Our humanity—our “humanness”—now more than ever, needs to show through in how we do business with customers and each other. Customers need a healthy dose of both.

Case Study 310

Case Study Hotels Travel Company 310

ijgolding

SEPTEMBER 13, 2016

As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! The simplicity of a smile – its great for you and your customers! Customer Experience – it’s pre-determined by culture! Customer Experience? A hotel true to its word.

Hotels 120

Hotels Customer Experience Conference Customers 120

NICE inContact

NOVEMBER 13, 2018

Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business. How can you respect your customers’ time? Some customers dread calling customer support. What is it?

Self Service 202

Self Service Hotels Wait Times Customers 202

AWS Machine Learning

APRIL 16, 2024

AWSTemplateFormatVersion: "2010-09-09" Transform: AWS::Serverless-2016-10-31 Description: CloudFormation template for book hotel bot. MaxRetries: 2 AllowInterrupt: false - Name: "RoomType" Description: "Enumeration of types of rooms that are offered by a hotel." Resources: # 1. You set the LocaleId , then the VoiceSettings.

Management 81

Management Hotels Resources Policies 81

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. They are on the front line of a brand’s relationship with customers and the public.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

Daniel Group

JUNE 20, 2023

Your Brand and Customer Experience: Is CX part of your brand now? Customer Experience is your brand. Your Brand and Customer Experience —The Connection To better understand the connection between CX and your brand, let’s start with a definition of branding. I would have changed my preferred hotels and sold the RV.

Brands 52

Brands Customer Experience Hotels B2B 52

ijgolding

DECEMBER 9, 2014

When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. Marketing emails have actually become as big a certainty as anything else in the continuously connected world we now live in – and that brings me nicely back to the subject of this blog post.

Hotels 212

Hotels Customer Retention Retail Communication 212

BirdEye

NOVEMBER 30, 2023

Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. Understand what makes them work and what issues customers have with them, analyze their reviews and ratings, and monitor their marketing campaigns on social media.

Travel 108

Travel Marketing Social Media Hotels 108

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer service expert Chip Bell sets the stage with a story. How many of your employees haven’t experienced what it’s like to be a customer of yours? Some loyalty programs create emotional connections.

Customer Service 158

Customer Service Guest Experience Loyalty Programs Hospitality 158

Customer Bliss

AUGUST 8, 2019

The following books should be in your arsenal for customer experience transformation. The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. They explain how these experiences are created because of four elements: elevation, insight, pride, and connection.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Our customers provide us all the success of our businesses. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. So let’s get proactive about how we thank customers. Chewy THANK YOU!!!

How To 372

How To Airlines Social Media Tips 372

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172