inmoment

APRIL 22, 2019

While these statistics may seem grim, focusing on guest experience can help to revitalize the numbers. As the conference went on, I noticed four trending topics in their presentations: Trend #1: The Influence of Frontline Employees. Trend #2: The Importance of Engaged Employees.

Guest Experience 40

Guest Experience Trends Engagement Conference 40

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. According to Forrester, customers who have great experiences are 3.6x These highly engaged stores also helped achieve higher OSAT, or overall satisfaction, year over year, which resulted in higher sales.

Guest Experience 52

Guest Experience Effort Score Employee Experience Feedback 52

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. According to Forrester, customers who have great experiences are 3.6x These highly engaged stores also helped achieve higher OSAT, or overall satisfaction, year over year, which resulted in higher sales.

Guest Experience 40

Guest Experience Effort Score Employee Experience Feedback 40

Storyminers

FEBRUARY 2, 2016

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. It naturally aligns the many clues (experience details) in the experience to be on brand. The use of emotions in experience design will be covered in upcoming blogs.

Sales 113

Sales Hospitality Guest Experience Culture 113

Smith+co CX

DECEMBER 8, 2020

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. We enjoyed a wonderful leisurely silver-service breakfast experience served by smiling and attentive staff. link] Reboot your organisation and rethink your Employee Experience.

Hotels 36

Hotels Hospitality Guest Experience Innovation 36