Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 113

Brands Hotels Leadership Guest Experience 113

ShepHyken

SEPTEMBER 4, 2023

The five ideas in this article are exactly what he uses when leading his team to deliver a great guest experience. Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp?

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St.

Technology 52

Technology Hotels Guest Experience Hospitality 52

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

CSM Magazine

MARCH 16, 2022

With a changing operational model, Fridays’ traditional ‘walk-in’ service has been extended to include more booking-led ‘Click & Collect’ services, deliveries and a Fridays at Home range. “A large part of this was to channel bookings from the website to the contact centre.

Groups 52

Groups Multi-Channel Guest Experience Government 52

Michel Falcon Experience

APRIL 13, 2023

So there’s proof there, whether it’s through companies that you’ve associated yourself with Zappos, Starbucks or whichever brand. And I think that kind of permeates their whole brand today. It was four years before he wrote the book. Why do some companies still struggle to commit to it?

Culture 60

Culture Company ROI Leadership 60