Storyminers

FEBRUARY 2, 2016

It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture. Look how much he got right!

Sales 113

Sales Hospitality Guest Experience Culture 113

Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. Ok, where is this going?

Brands 113

Brands Hotels Leadership Guest Experience 113

Think Customers

MAY 10, 2016

I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant, Director, Global Guest Experience & Innovation at Dorchester Collection , a luxury hotel operator whose properties include The Beverly Hills Hotel, The Dorchester, and Hotel Bel-Air.

Customer Experience 40

Customer Experience Hotels Guest Experience Conference 40

Comm100

AUGUST 23, 2018

Their total customer count is over 310 million active customers – a number that was last reported in 2016. She becomes our butler at the service at each of our guests,” Wynn founder, Steve Wynn explains. When Wynn first brought Alexa to the hotel in 2016, he used Amazon’s Alexa for Business. billion U.S. Source: GeekWire.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ShepHyken

OCTOBER 3, 2016

He’s constantly trying new ideas and pushing the envelope to achieve better experiences for both his employees and guests. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level. 15 Reasons Your Customers Don’t Like You (Infographic) by Mary Shulzhenko.

Airlines 123

Airlines Customer Service Infographics Customer Retention 123