Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps. They want it?

Hotels 52

Hotels Marketing Guest Experience Travel 52

ReviewTrackers

MARCH 21, 2019

million accommodations, airlines, experiences, and restaurants. User reviews of your business on TripAdvisor also have the power to bring customers in or drive them away. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings.

Analysis 56

Analysis Hotels Travel Guest Experience 56

Beyond Philosophy

JUNE 5, 2017

It’s not the best customer experience, but if you travel often, you learn to live with it. They’re hoping to make the experience better for both guests and employees. Finding a memorable solution is a good impulse: our research has shown that positive memories are the number one driver of long-term value for customers.

Hotels 143

Hotels Travel Guest Experience Consulting 143

LoyaltyPlus

JUNE 12, 2022

Using information about people’s interactions and preferences, accommodation purchases and amenity rewards can significantly enhance the overall guest experience and result in return visits. The LoyaltyPlus FrequentStay solution has been designed with exactly this in mind. E-mail: info@loyaltyplus.cloud. • Tel: (+27) 012 640 0100.

Hotels 52

Hotels Self Service Tourism Guest Experience 52

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. The ‘destroying cluster’ lurks at the low end of customer emotions.

Hotels 119

Hotels Guest Experience Hospitality Social Media 119

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. How do we train customers to ask for the service? Hint: they don’t. Look how much he got right!

Sales 113

Sales Hospitality Guest Experience Culture 113

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Focus on Local SEO.

Connections 50

Connections Customer Journeys Healthcare Banking 50

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. Branded Customer Experience. What memories do you give your customers to tweet about?

Brands 113

Brands Hotels Leadership Guest Experience 113

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Businesses that respond to more than half of their reviews are 24 percent more likely to receive a booking inquiry via TripAdvisor.

Examples 91

Examples Hotels How To Travel 91

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. One of the hardest hit sectors in the is the hospitality industry.

Hotels 36

Hotels Hospitality Guest Experience Innovation 36

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

ReviewTrackers

MAY 15, 2017

This isn’t to mention the obvious: claiming your listings and filling these with information about your hotel will also help you be found more easily by potential customers who are using social media, online review sites, and search engines to find great places to stay. 3: Be where your guests are. for those that don’t respond at all.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

delighted

JANUARY 28, 2020

Selecting the precise time to solicit feedback from your customers can have a huge impact on both the quality and quantity of the responses you receive. If you send your NPS survey too early, your customers may not have a full story to tell. The old way of timing customer feedback surveys. A better way to survey your customers.

NPS 44

NPS Survey Ecommerce Hotels 44

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. These results can be included within your Qualtrics CX dashboards to provide an ongoing comparison, and to help prioritize customer experience activities and investments.

Innovation 39

Innovation Social Media NPS Contact Center 39

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. And while some of the market diversification comes from the likes of Airbnb, some of it comes from hotel brands themselves, filling more varied market gaps with more interesting services and experiences.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Martin Hill-Wilson

JULY 23, 2016

Booking a hotel room – see Expedia’s early experiments. Being served as a hotel guest – experience Edward at the Radisson Blu Edwardian in London. Facebook’s current inability to introduce a third party (the hotel) into a conversation between customer and a booking.com bot means it cannot be used to link these two groups.

Self Service 40

Self Service Omni-Channel Hotels Course 40

Kustomer

SEPTEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CX expert, Justin Robbins. Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. Put the Customer at the Center.

Effort Score 98

Effort Score Contact Center Self Service Metrics 98

ENGAGE.cx

SEPTEMBER 23, 2015

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. Guest Lifecycle. Guest Lifecycle. Not in the least.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

ENGAGE.cx

OCTOBER 14, 2015

But being big shouldn’t be a barrier to creating loyalty through customer service. From planning to booking and the many small events that make up a guest’s stay, there are dozens of touch points to monitor and address in order to make that stay a memorable event and keep them coming back time and again.

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 40

ReviewTrackers

MARCH 3, 2019

Depending on what they say, reviews of your business on travel website TripAdvisor can bring customers in or drive them away. Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. Implement a booking button for reservations. Respond to reviews.

How To 70

How To Hotels Travel Guest Experience 70

Michel Falcon Experience

APRIL 13, 2023

It was four years before he wrote the book. You’re engaged now, how often do you tell your fiance that you love her? Michel Falcon: My last question, Cameron, it actually has to do with the guest experience. Michel Falcon: Cameron, you’ve written four books. But yeah, that was way prior. Once a quarter.

Culture 60

Culture Company ROI Leadership 60

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? My approach to customer experience strategies to grow a business.

Culture 60

Culture Leadership Hospitality Meeting 60

Avaya

JUNE 27, 2017

Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Over 80% prefer automatic notifications for such things as booking confirmations and room readiness. And 67% would sign up for location-based coupons and alerts.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

Customer Enthusiast

AUGUST 2, 2017

The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel. 82% of guests question the value for price paid , thinking they overpaid for their stay at least sometimes. Unfriendly employees. Value for price paid.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Study 40