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

Customer Bliss

AUGUST 8, 2019

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! 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.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

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

Myra Golden

AUGUST 15, 2017

The sun set my “sleep clock,” as my mother would say, and I just wanted to have food delivered to my hotel room and then retreat to my bed. A food delivery service left a postcard in my hotel room. The note said, “Quick delivery to XYZ Hotel.” I’m in a hotel, how can I eat my salad and entree without a fork?”.

Hotels 45

Hotels Company Exercises Travel 45

Horizon CX

APRIL 1, 2020

Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. When they arrived, the maître d’ warmly greeted them as return customers and offered the same table as their previous visit.

Hotels 147

Hotels Conference Travel Advertising 147

Magellan Solutions

SEPTEMBER 17, 2015

The problem is that hotel and hostel owners sacrifice a profit margin whenever middlemen are involved for bookings and reservations. Comparison sites and travel agents advertise accommodation rates for a commission. Outsourcing small hotel and hostel answering service can do away with third party agents and travel agents.

Hotels 40

Hotels Travel Comparison Contact Center 40

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. My Comment : Some customers aren’t worth doing business with!

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

ijgolding

JANUARY 12, 2016

Sadly, all too often, the customer ends up paying for something that quite frankly does not live up to expectations. Just at the end of December, the Golding’s had a lovely break at a ‘luxury family hotel’ (their words, not mine) in England. Would you consider this window sill in the restaurant of our hotel to be ‘luxury’?!

Hotels 120

Hotels Advertising Tips Meeting 120

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. This is where businesses are appraised, critiqued, and advocated for by customers. Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Ecommerce 58

Ecommerce Travel Hotels Social Media 58

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. QR codes are commonly used for payments and advertisements and are effortlessly offering a contactless solution to customers. For instance, QR codes can effectively be implemented in customer service. Continue reading to learn more. .

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

C3Centricity

JANUARY 30, 2021

Why do companies still try to cheat their customers? With so many purchases being made online these days, there is a growing number of articles exposing the behaviours of organisations who clearly haven’t adopted a customer-first strategy. In many cases, packaging is the first personal contact a customer has with a brand.

How To 178

How To Brands Customers Advertising 178

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. A woman goes online to search for a hotel to stay at during her upcoming trip to New York. She types in “hotels in New York” in the search box and results populate the page. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

Thematic

FEBRUARY 11, 2024

Both companies compete head to head with each other for customers. An impressive hotel with crazy art and light shows, opulent decorations, non-stop gambling and a Balenciaga store for those few that get lucky. It makes sense to bring as many people as possible to spend time with customers and learn what matters to them.

Conference 62

Conference NPS Hotels Self Service 62

Grade.us

OCTOBER 31, 2017

The options your customers have is enormous. Some of your competitors are even willing to take a loss to win a customer. The typical approach many local advertisers take is to blanket their target audience with ads. But, why do these advertisers do this? If they're using the right advertising platform.

Advertising 39

Advertising Marketing Financial Video 39

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It is what customers experience.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Magellan Solutions

SEPTEMBER 30, 2021

Not all of which may be included in advertised rates. They often market themselves as low-cost “answering services” and saddle customers with separate costs for basic capabilities such as call transfers. . On the other hand, virtual receptionist services is an all-inclusive hotel.

Call Center 98

Call Center Hotels Social Media Advertising 98

BirdEye

JUNE 14, 2022

This helps to avoid customers getting confused – or worse – choosing a competitor who has their business listed correctly. Local advertising with Pointy. Pointy is a useful tool that can help you attract local customers by showing them your products on Google Search, Google Maps, and Google Business Profile. New GBP attributes.

Strategy 98

Strategy Hotels Advertising Industry 98

Steve DiGioia

OCTOBER 29, 2015

Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? Either way, something about the product or service you paid for did not live up to your expectations, or to the advertised sales literature. that's YOUR problem, not mine! This original article was written by Steve DiGioia.

Policies 80

Policies Company Hotels Advertising 80

Joe Rawlinson

NOVEMBER 1, 2021

Companies can take different approaches to reach targeted customers using a variety of marketing strategies. Digital marketing or online marketing is the tactic to promote a brand in such a way that it can reach out to potential customers via the internet or other digital communication media. Relationship Marketing. Scarcity Marketing.

Marketing 78

Marketing Social Media Ecommerce Hotels 78

Helen Dewdney

OCTOBER 29, 2021

Zoe advises: “Choose carefully and only do it if you think you’d benefit from it in some way, if not then spend the money on direct advertising instead. The customer will never know this though, they will see the winner badge and think that’s a sign of trust. When is a hotel not a hotel? But never a pay to play award!”

Hotels 80

Hotels Sales Advertising Brands 80

CSM Magazine

MAY 12, 2022

Of course, they’ll need a place to stay during their travels; however, hotels are often packed and overpriced. While owning a vacation rental can work in your favor, the key to generating income boils down to quality customer service and experiences. How can you ensure you’re providing the best customer service and experience?

Customer Experience 52

Customer Experience Tips Travel Entertainment 52

Oracle

MARCH 18, 2021

Hotels worldwide were operating at 29% compared to 2019’s occupancy rates of 72%. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards. Acting on customer loyalty data.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Brands 62

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. TripAdvisor ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

ReviewTrackers

JUNE 27, 2019

Managing online reviews and customer feedback is one of the biggest investment priorities for hospitality brands and organizations in 2016. Wrote Anderson and Han: “Responding to reviews, particularly negative reviews, appears positively related to the consumer’s view of the hotel, as measured by increases in the TripAdvisor score.”.

Management 85

Management Hospitality Hotels Net Promoter Score 85

Experience Investigators by 360Connext

JANUARY 12, 2015

Consider yourself as a loyal customer. It’s well documented how 20% of your customers (the loyalists) bring in 80% of your revenue. Not entirely surprisingly, these customers are also the ones most likely to share their happiness and spread the word about your business. Their customers did their promoting.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

Steve DiGioia

FEBRUARY 29, 2016

Today’s guest post is from retired hotelier Ken Vincent, author of “So Many Hotels, So Little Time”. He shares a story of how customer service has changed from days-gone-bye. Color me a happy customer. The hotels included chain owned, franchises, and independents. This original article was written by Steve DiGioia.

Hotels 100

Hotels Course Advertising Training 100

Thematic

DECEMBER 9, 2019

The one resource that all companies (both tech and non-tech) already have is customer feedback. Turns out customer feedback can really propel digital transformation, and it’s easy to get started! After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. They were 7 months and 2.5

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

ReviewTrackers

SEPTEMBER 1, 2020

Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations. Revenues are even higher for businesses and advertisers in certain categories.

Advertising 81

Advertising Automotive Study Entertainment 81

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. Sites have even popped up where businesses can review customers !

Customer Experience Management 164

Customer Experience Management Management CEM Customer Experience 164

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. That is if you put your NPS® to work.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. When advertising doesn't align with experience. It leaves us feeling like "Wow - my expectations from this brand's advertising is very different than what the actual experience is.". Know Your Meme.

Marketing 67

Marketing CEM Advertising Video 67

BirdEye

JUNE 21, 2023

A competitor analysis evaluates the choices your customers have when shopping for your product or service. It would be nice if simply producing a quality product and delivering exceptional customer service were all you need to ensure that your doors never close. Take hotels, for example. Being excellent is still paramount.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

BirdEye

MAY 30, 2023

Or measuring external metrics, like social media followers or customer review ratings , can help you gauge how your results stack up alongside others. Maybe you see a competitor running a first-rate marketing campaign that places them top of mind among customers. Take the churn example from above.

Social Media 98

Social Media Analysis Metrics Advertising 98

Helen Dewdney

SEPTEMBER 3, 2019

Exceeding customer expectations. A Tesco spokesperson said: “Our aim is to always provide the best possible service and experience to our customers and when we can, we will go above and beyond.”. The benefits from exceeding a customer’s expectation when they complain. In fact, when we stayed the hotel was full.

Customer Expectations 63

Customer Expectations Hotels How To Case Study 63

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. And the answer is simple – by offering what customers expect.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75