QuestionPro Audience

DECEMBER 21, 2017

With the excitement of the holidays over, and the dread of the cold winter months ahead setting in, another popular resolution is to travel more, but to do so in 2018 will be expensive. The “2018 Global Travel Forecast” states that travel prices are expected to rise sharply in the coming year.

Consumers 220

Consumers Hotels Travel Transportation 220

Ann Michaels and Associates

DECEMBER 27, 2018

I love reading reviews…whether it’s booking a hotel, trying out a new restaurant, buying a new laptop, or even renting a movie. 53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018). • Unless you’ve been hiding under a rock, you know that online reviews are all the rage now.

B2B 73

B2B Hotels Consumers Brands 73

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? April 2018 CX Events and Conferences. April 8 – 11, 2018. April 10 – 12, 2018. April 10 – 11, 2018. April 16 – 18, 2018. April 18, 2018. April 19, 2018. April 19 – 20, 2018. April 23 – 25, 2018.

Conference 60

Conference Customer Experience Chief Customer Officer Contact Center 60

CSM Magazine

APRIL 26, 2018

percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Guest satisfaction with hotels remains steady at an ACSI score of 76, while internet travel services fall 1.3 The same holds true among hotels. Hotels respond to pressure.

Airlines 40

Airlines Customer Satisfaction Hotels Travel 40

ShepHyken

SEPTEMBER 3, 2018

Rupesh Patel has hotels and consults with other hotels (large and small), sharing great ideas to improve the bottom line. The post 5 Top Customer Service Articles for the Week of September 3, 2018 appeared first on Shep Hyken. He lives and breathes hospitality and knows his “stuff.”. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. The post 5 Top Customer Service Articles For the Week of January 8, 2018 appeared first on Shep Hyken. Here are my top five picks from last week.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Oracle

APRIL 10, 2018

On Monday, I started my journey from New York City to Chicago for Oracle Modern Customer Experience 2018. My CX with Hyatt Hotel. Upon check in at the Hyatt Centric Chicago Magnificent Mile hotel, the front desk concierge asked for the best number to reach me. My CX with American Airlines.

Airlines 40

Airlines Hotels Customer Experience Travel 40

Customer Bliss

AUGUST 20, 2019

A drink of water from a bottle in my hotel room just cost me about 42 cents. According to priceonomics.com , water in hotel room mini bars have an average markup of 100% compared to grocery store prices or a markup of about 300% based on what they actually pay! hotel by Conde Nast Reader’s Choice Awards. To your customer?

Hotels 125

Hotels Customer Experience Case Study Video 125

ShepHyken

NOVEMBER 19, 2018

LinkedIn) Given the deeply human-centric nature of hospitality, luxury hotels are under intense pressure to get into their customer’s hearts and minds to differentiate from their competition – but so is any profit-seeking business.power of video. How Human-Centric Design Thinking Can Improve the Customer Experience by Kindra Cooper.

Customer Service 85

Customer Service Self Service Customer Centricity Video 85

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. It was allowing hotels to deliver better value to guests with built-in room keys.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Helen Dewdney

SEPTEMBER 27, 2018

The new Package Travel and Linked Travel Arrangements 2018 have replaced and considerably modified the former 1992 Package Travel, Package Holidays and Package Tour Regulations 1992. The new regulations came into force on the 1 st July 2018. For example, you buy a flight with a link to a hotel provided by a different company.

Travel 56

Travel Hotels Transportation Airlines 56

CX University

SEPTEMBER 11, 2018

Ask employees why they join and why they stay,” says Chief Administrative Officer Fred Steckler (DNA of Engagement, 2018). Accessed on July 19, 2018. Accessed on July 19, 2018. Accessed on July 19, 2018. Accessed on July 19, 2018. Accessed on July 19, 2018. The fundamental thing is engagement with employees.

Management 209

Management Employee Engagement Government Engagement 209

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more. Kitty Koelemeijer.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Talkdesk

NOVEMBER 29, 2017

To help contact centers make the most of their valuable time and help you avoid digging through all the resources available online, we pulled together a list of five must-see videos to address the hottest contact center topics in 2018 like transforming your contact center and preparing for the insurgence of artificial intelligence.

Contact Center 40

Contact Center Video Call Center Hotels 40

Customer Bliss

NOVEMBER 26, 2019

That’s what happened to Michelle Chaffey during a recent hotel stay. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Sep 12, 2018 at 10:05am PDT. The following is a lightly edited transcript of the video below. You matter. From time to time, as a customer, you might feel like you don’t seem to.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

Verint

DECEMBER 20, 2017

Registration is open for this year’s event at the Sheraton Dallas Hotel in Dallas, Texas. on Monday, May 14, 2018 and concludes on Thursday, May 17 at 10 a.m. Register before January 31, 2018 to take advantage of the early bird discount. The conference starts at 6 p.m. on Monday, May 14 and conclude at 4 p.m.

Engagement 41

Engagement Conference Hotels Tips 41

Totango

APRIL 6, 2018

Here are a few pictures of the event from the luxurious Palace Hotel downtown San Francisco. . Don’t miss catching Totango’s amazing product announcement of Spark, the next generation customer success platform. More to come in our next blog post! Hope you join us next year for Customer Success Summit 2019!

Customer Success 54

Customer Success Hotels Conference Video 54

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . After an inspiring and productive day, we had an 80s themed party on the hotel rooftop with local D.C. The post From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights appeared first on Clarabridge. cover band and C3 staple, The Legwarmers.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Christopher Moloney (@Moloknee) September 2, 2018. Hotel brands sometimes thank customers for their 10th or 100th stay. Suzan and Bob got me a sock-of-the-month membership from @JohnsCrazySocks. Each order comes with a handwritten note from John and candy. Great company! pic.twitter.com/LuzWHH4Lgt. Look for milestones.

How To 372

How To Airlines Social Media Tips 372

Totango

APRIL 6, 2018

Here are a few pictures of the event from the luxurious Palace Hotel downtown San Francisco. . Don’t miss catching Totango’s amazing product announcement of Spark, the next generation customer success platform. More to come in our next blog post! Hope you join us next year for Customer Success Summit 2019!

Customer Success 48

Customer Success Hotels Conference Video 48

ijgolding

FEBRUARY 5, 2018

Chris is also someone who spends as much time in airports, aircraft and hotels as I do! My book, Customer What – the honest and practical guide to Customer Experience – will be published early in 2018. Also get a copy of their Award Winning Book, The Customer Culture Imperative here: [link].

Culture 264

Culture Measurement Customer Centricity Hotels 264

ReviewTrackers

APRIL 18, 2022

According to the 2018 online reviews survey , the search engine giant has outpaced other platforms like Facebook, Yelp, and Tripadvisor in terms of growth in online reviews. This might explain why Google has quickly become the No. 1 website for consumers who want to read or write online reviews of businesses.

Policies 132

Policies Guidelines Hotels Social Media 132

NICE inContact

JANUARY 24, 2019

Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. . This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again.

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

ReviewTrackers

FEBRUARY 21, 2018

They wrote, “While these gains may seem modest, TripAdvisor rounds average ratings to the nearest half star: A hotel with a rating of 4.26 while a hotel with 4.24 Approximately one-third of the hotels we studied increased their rounded ratings by half a star or more within six months of their first management response.”.

Study 78

Study Hotels Feedback Financial 78

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Christopher Moloney (@Moloknee) September 2, 2018. Hotel brands sometimes thank customers for their 10th or 100th stay. Suzan and Bob got me a sock-of-the-month membership from @JohnsCrazySocks. Each order comes with a handwritten note from John and candy. Great company! pic.twitter.com/LuzWHH4Lgt. Look for milestones.

How To 143

How To Airlines Social Media Tips 143

ShepHyken

NOVEMBER 11, 2022

Even before the pandemic, usage of QR codes increased by 96% between 2018 and 2020, highlighting its importance in this digital era. QR codes in hotel check-ins and rooms . QR codes are used in the hospitality industry, especially by hotel chains, to interact with customers.

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

TechSee

OCTOBER 23, 2018

Thanks for calling our Hotel. These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. How may I help you? Vs. Good morning, Laura. Are you calling to make another reservation?

Tools 157

Tools Customer Service Chatbots How To 157

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the insights! We talk about a few others – as well as where hotels have the upper hand – in the report. What does that mean for hotel brands?

Hospitality 43

Hospitality Industry Hotels Social Media 43

Customer Bliss

DECEMBER 26, 2018

Hotels, hospitals, insurance companies, pet stores, airlines, you name it. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Oct 20, 2018 at 10:00am PDT. Now, nearly every type of industry takes surveys. A friend of mine recently actually received a survey to rate the experience of her mammogram on a scale of 0 to 10.

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

ReviewTrackers

MARCH 1, 2019

Home to over 730 million reviews and opinions covering the “world’s largest selection of travel listings worldwide,” TripAdvisor is an essential platform for every hotel or hospitality executive. For example, 2019 Certificate of Excellence recipients qualify for the Hall of Fame if they were recognized in 2015, 2016, 2017, 2018, and 2019.

How To 86

How To Hotels Travel Hospitality 86

Bizagi

OCTOBER 24, 2018

The winners are: Partner of the Year 2018, North America: Versatech. Partner of the Year 2018, EMEA: WeMake. Partner of the Year 2018, APAC: Nividous. Partner of the Year 2018, LATAM: GSI. Global Strategic Partner of the Year 2018: Infosys. 10 – Beautiful backdrop.

Hotels 81

Hotels Insurance Video Government 81

Helen Dewdney

APRIL 13, 2020

Under The Package Travel and Linked Travel Arrangements Regulations 2018 you are entitled to the full refund within 14 days. I have booked flight and hotel separately -- What are my rights? In theory, the airline could be liable for the consequential loss if the hotel is still open. Normally, yes.

Travel 108

Travel Airlines Transportation Hotels 108

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. For the last 8 years, their annual event in the US has received rave reviews from practitioners – it is now coming to Europe!

Self Service 123

Self Service Customer Service Customer Experience Groups 123

ReviewTrackers

APRIL 6, 2020

According to the 2018 Online Reviews Survey , 94 percent of consumers say an online review has convinced them to avoid a business. According to a study by Cornell Hospitality Quarterly , the average rating for a hotel with 11 to 20 reviews is 3.5 But as a hotel sees 101 reviews or more, its average star rating increases to 3.9.

Hotels 95

Hotels Consumers Hospitality Social Media 95

Oracle

DECEMBER 19, 2018

And that’s not just true for online shoppers — who, according to the 2018 Deloitte holiday retail survey , account for 60% of holiday purchases. ” To learn more about 2018 holiday shopping season trends, visit smartercx.com/holiday. Even those heading to brick-and-mortars can expect brand-new experiences.

Chatbots 81

Chatbots Retail Comparison Hotels 81

Talkdesk

DECEMBER 14, 2018

A renewed conversation surrounding security has been spurred by the recent Marriott Starwood hotels data breach. The breach began in 2014, but Marriott says they didn’t discover it until the end of November 2018. The compromised data was specifically from guests who stayed at their Starwood hotel properties.

Measurement 42

Measurement Data Hotels Company 42