InMoment XI

FEBRUARY 7, 2024

This method represents a novel and comprehensive strategy for an industry that, for many years, has predominantly focused on survey data, offering a limited perspective. Hotels can then leverage these insights to elevate guests’ experiences before, during, and after their reservation. Integrated CX makes this a reality.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

SurveySensum

JULY 3, 2019

Real-time and actionable insights can drive a successful guest experience management for restaurants. Let’s explore more on taking the pulse of today’s ultra-modern guests. Listening to guests is crucial! On the other hand, after one negative experience, 51% of customers will never visit that restaurant again.

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

delighted

JANUARY 28, 2020

When it comes to sending Net Promoter Score (NPS) surveys, timing is everything. If you send your NPS survey too early, your customers may not have a full story to tell. If you survey too late, you could lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time.

NPS 44

NPS Survey Ecommerce Hotels 44

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. As many C-suite leaders know—often times—when data comes in from surveys, it’s analyzed by survey question and within silos.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

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

ReviewTrackers

MAY 15, 2017

2017 Local Search Survey ). High-quality photos aid travelers looking to make a booking decision while browsing properties online. In fact, according to TripAdvisor research , hotels with at least one photo receive 225 percent more booking inquiries than those with zero photos. 3: Be where your guests are.

Hotels 20

Hotels Management Net Promoter Score Social Media 20