CSM Magazine

JUNE 1, 2023

Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study reveals. About the Study ‘ When and how does leader humor promote customer-oriented organizational citizenship behavior in hotel employees?

Hotels 52

Hotels Tourism Management Hospitality 52

Optimove

JULY 19, 2022

We love our hotel apps. In 2022, travelers expect their hotel of choice to treat them as valuable customers and not just as a number in a vast sea of other numbers. They want it? They want it? So give it to them. Check-in with geofencing. But there’s another benefit to location-based check-in.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Comm100

JANUARY 25, 2018

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Not only do you need to consider how to create customer satisfaction survey questions specific to your hotel or establishment, you also need to consider who should receive your survey, and how to send it, as well as how to collate results.

Tourism 104

Tourism Hotels Customer Satisfaction Survey 104

Customer Bliss

MAY 25, 2018

For example, Virgin Hotels, named #1 U.S. hotel by Conde Nast Reader’s Choice Awards, walked away from price gouging at the mini bar, so you’ll never pay more for that Snickers bar than what you’d pay at the corner market. Do you build balanced relationships with customers, where both sides win?

Culture 277

Culture Customer Experience Hotels Policies 277

CX Accelerator

JULY 9, 2018

While my trip was short, I was able to experience four different cities and absorb a full range of cultural experiences. How can they infuse a service culture into their entire population that transcends generational gaps, wealth barriers, and stereotypes? So how do they do it? Most would have expected top notch service – and it was.

Culture 140

Culture Customer Journeys Hotels Contact Center 140

Vonage

NOVEMBER 24, 2016

Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. Creating a customer service culture that works can be done. Should your customer service culture be reserved and polite, or outgoing and friendly?

Culture 120

Culture Customer Service Entertainment Hospitality 120

InMoment XI

AUGUST 2, 2012

I’ve been reading quite a bit these last few days, as people have reacted to a recent JD Power study, showing a decline in hotel guest satisfaction as the travel industry has picked up. This runs a bit counter to some intuitive thinking that guest satisfaction should be positively correlated with profitability. Indeed, logic suggests.

Culture 200

Culture Hotels Travel Study 200

InMoment XI

AUGUST 2, 2012

I’ve been reading quite a bit these last few days, as people have reacted to a recent JD Power study, showing a decline in hotel guest satisfaction as the travel industry has picked up. This runs a bit counter to some intuitive thinking that guest satisfaction should be positively correlated with profitability. Indeed, logic suggests.

Culture 200

Culture Hotels Travel Study 200

InMoment XI

AUGUST 2, 2012

I’ve been reading quite a bit these last few days, as people have reacted to a recent JD Power study, showing a decline in hotel guest satisfaction as the travel industry has picked up. This runs a bit counter to some intuitive thinking that guest satisfaction should be positively correlated with profitability. Indeed, logic suggests.

Culture 200

Culture Hotels Travel Study 200

Lumoa

JULY 17, 2022

Their diverse portfolio includes 60 theme and amusement parks, zoos, aquariums, water parks, and hotels – each come with their own goals and challenges! Parques Reunidos is the eighth largest leisure park operator worldwide.

Case Study 208

Case Study Hotels Knowledge Base Study 208

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Each country has its own distinct culture, traditions, and norms, which can make it difficult to establish a unified customer experience mindset.

Culture 52

Culture Customer Experience B2B B2C 52

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Micah Solomon guest post: .

Culture 100

Culture Customer Focused Company Competitive Advantage 100

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Biv, thesimple system of continuous improvement developed by the Ritz-Carlton Hotel Company. [Originally published in Forbes.com. email, chat, web).

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Today, what matters most is the cultural fit. In the hotel I currently manage, we provide suite accommodations. If hospitality wasn’t in their existing repertoire, I wouldn’t look twice at them. Empathy is key.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

CX Journey

APRIL 7, 2016

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service.

Culture 80

Culture How To Net Promoter Score Airlines 80

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Industry Hotels Customer Journeys 204

Vonage

JUNE 5, 2018

The Ritz-Carlton Hotel Company. Part of Marriott International, the luxury hotel company goes above and beyond for its customers to deliver an award-winning service across 91 properties and 30 countries. How The Ritz-Carlton Hotel Company approaches customer service. In competitive markets especially, conditions change rapidly.

Self Service 136

Self Service Company Hotels Entertainment 136

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.”. Why Good Customer Experience Starts With Your Internal Culture. But after that, the focus is to help them to prosper.

Case Study 310

Case Study Hotels Travel Company 310

Wired and Dangerous

JANUARY 11, 2021

Social or cultural anthropologists seek to understand how a culture, tribe, family, or clan link together through language, myths, mores, beliefs, rituals, and symbols. We enjoy checking into a hotel via the front desk, complete with its capacity to influence our room choice and amenities.

Hotels 91

Hotels Culture Study Customers 91

SurveySparrow

MARCH 11, 2020

A research by Deloitte says that 94% of executives and 88% of employees believe that workplace culture is important to the success of an organization. It is the only thing that business owners need to keep in mind when they have a chance to create a customer-centric office culture. So what do to do? What are our company’s values?

Customer Centricity 52

Customer Centricity Culture Customers Measurement 52

ijgolding

MAY 10, 2018

Travelling as far and wide as I do, I consider myself extremely fortunate to witness first hand, customer experience in different cultural environments. The definition of the word empowerment – ‘authority or power given to someone to do something’ – does not align to the legacy of command and control cultures.

Hotels 156

Hotels Travel Culture Customer Experience 156

Storyminers

MAY 31, 2017

Lessons about culture, economics, design, and digital futures are freely shared in the form of guidelines, design principles, and practical activities to pursue. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

Bill Quiseng

AUGUST 10, 2015

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. A hotel’s associates have more impact in building the reputation of a hotel than the general manager. Many of them have never stayed at a hotel recognized for its exceptional service.

eBook 60

eBook Hospitality Culture Hotels 60

ijgolding

MARCH 6, 2017

In this post, I continue to explore my tips to create a customer-centric culture. Last year, I said the following on this subject (among other things): “If a business wants to transform its culture, then it is vitally important that its people at all levels understand how it FEELS to be a customer and to be an employee.

Customer Experience 140

Customer Experience Hotels Customer Centricity Culture 140

Vonage

SEPTEMBER 15, 2017

Start a Champions Programme – properly funded and supported – to help build momentum and embed the cultural change that is often required, from the bottom up. Paul’s Hotel. Bottom up as well as top down: Engaging managers and employees at all levels is critical. Find out more and register now.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Customer Bliss

APRIL 11, 2018

The ‘Make Mom Proud’ Standard For How to Treat Your Customers , but I share them with you here as a peek into the contents of this new book – established to provide you with a new set of tools to simplify and advance your customer experience and culture transformation. Acts of Fairness Earn Word of Mouth and Growth.

Company 209

Company Hotels Insurance Banking 209

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Define Your Purpose and Value. Implement the Work.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

Beyond Philosophy

OCTOBER 15, 2020

Carbone did some work with hotels over the years and learned that people thought of the hotel room as a “safe container.” Consider a time you walked into your hotel room after checking in. I feel the same way about hotel rooms and the idea that people have been in there that I didn’t know about.

Hotels 131

Hotels Customer Experience Management Customer Experience Consulting 131

Wired and Dangerous

JULY 1, 2019

Social or cultural anthropologists seek to understand how a culture, tribe, family or clan link together through language, myths, mores, beliefs, rituals and symbols. We enjoy checking into a hotel via the front-desk, complete with its capacity to influence our room choice and amenities.

Hotels 79

Hotels How To Culture Study 79

ijgolding

SEPTEMBER 13, 2016

Customer Experience – it’s pre-determined by culture! A hotel true to its word. We stayed in an independent hotel called Hotel Tres Reyes (the three kings). We had absolutely no idea what to expect from this hotel – but what we received was absolutely perfect. Customer Experience?

Hotels 120

Hotels Customer Experience Conference Customers 120

Vonage

NOVEMBER 11, 2015

A friend of mine had a complaint about the service, or lack thereof, at a local hotel. He visited the hotel’s website and wrote to the “feedback” email address provided. Obviously the General Manager had no idea who was answering the hotel email, or how it was being answered! (He Please do not mention my name in the letter.

Customer Service 120

Customer Service Hotels Fashion Culture 120

Wired and Dangerous

OCTOBER 18, 2019

Social or cultural anthropologists seek to understand how a culture, tribe, family or clan link together through language, myths, mores, beliefs, rituals and symbols. We enjoy checking into a hotel via the front-desk, complete with its capacity to influence our room choice and amenities.

Hotels 70

Hotels Culture Study Customers 70

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? This particular learning opportunity is in the form of an article that discusses hotel loyalty and rewards programs. Intentionally Creating a Culture that Prioritizes Customer Experience by Martha Kesler. It’s baked into the culture.

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

QuestionPro Audience

MAY 18, 2018

The three most popular activities are sightseeing, dining and taking in arts/culture. While baby boomer business travelers may have had their one hotel chain or airline they frequented in hopes of racking up loyalty points, millennials are more focused on the best experience and value. EXPERIENCE OVER CONVENIENCE.

Travel 186

Travel Airlines Transportation Guidelines 186

Retently

MARCH 2, 2023

How would you rate the hotel amenities (pool, fitness center)? The 5-star surveys are popular among service providers like hotels, restaurants, retailers, or medical care, as they allow quick assessment of customer satisfaction and quality of rendered services. How would you rate the packaging of the product?

Survey 158

Survey Effort Score Ecommerce Customer Satisfaction 158

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. While the ideas shared focus on hotels, don’t let that stop you from reading this. This is one of the keys to their success.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67