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

Avaya

FEBRUARY 7, 2017

If research has shown us anything, it’s that companies across virtually every sector are realigning around digitization. So much so that 80% of companies identify digital transformation as their top strategic priority, and nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021 (compared to 13% currently).

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. Their core beliefs. He also gives us a four-step process to do so.

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

Blake Morgan

JULY 11, 2023

          A company as large as Choice Hotels, with more than 7,000 locations worldwide, is bound to have a huge amount of data. But how do you ensure data is used to improve and bolster the customer experience? The feedback also highlights moments of delight and moments that Choice Hotels could improve.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. Customer retention can also help build your brand and reputation.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

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

ShepHyken

AUGUST 1, 2022

Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. My Comment: Joseph Michelli is no stranger to this column.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

Experience Investigators by 360Connext

MARCH 26, 2015

But I enjoyed some little touches and thought I’d praise those companies who thought about the experiences enough to make my travels a little more enjoyable. This means I jump from one brand to another. I’ve joked about how so many hotel “gyms” have at least one broken treadmill. Seriously.

Travel 110

Travel Hotels Guest Experience Airlines 110

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

Avaya

MARCH 13, 2017

Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. So, why do 65% of customers still believe they put in more effort than a brand to resolve service issues?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. She actually managed the branding for Burj al Arab, considered by some to be the most luxurious hotel in the world. (It’s

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

BirdEye

JUNE 21, 2023

With it, you can create an effective marketing strategy to help increase brand awareness and, ultimately, gain a competitive advantage, all based on the revelations you learn. A well-known example of a company that stepped up to fulfill an unmet need is the electric car manufacturer, Tesla, Inc. Take hotels, for example.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

Storyminers

APRIL 24, 2018

That’s why Vacasa , a vacation rental property management company, caught my attention. Here’s a behind-the-scenes look at three key elements that make this company so successful. Vacasa has a smart and adaptive business design based on simultaneously creating a positive customer experience for owners and guests.

Case Study 100

Case Study Study Culture Guest Experience 100

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Not in the least.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

SurveySparrow

JUNE 28, 2023

Hence, this blog aims to explore the concept of customer experience optimization and highlight its importance across various sectors, supported by real-world examples. What is Customer Experience Optimization? Therefore, optimizing customer experiences builds trust and fosters long-term relationships, reducing customer churn.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Storyminers

APRIL 24, 2018

That’s why Vacasa , a vacation rental property management company, caught my attention. Here’s a behind-the-scenes look at three key elements that make this company so successful. Vacasa has a smart and adaptive business design based on simultaneously creating a positive customer experience for owners and guests.

Case Study 100

Case Study Study Culture Guest Experience 100

Comm100

AUGUST 23, 2018

Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

PeopleMetrics

FEBRUARY 26, 2015

The more people I spoke to, the more I realized that this company was special. The extra scoop on top became their customer experience hallmark. Westin Hotels pioneered the Heavenly Bed, turning the hotel guest experience into one centered on the feeling of rest and rejuvenation. Best night''s sleep ever.

Customer Experience 48

Customer Experience Hotels Guest Experience Employee Engagement 48

delighted

JANUARY 28, 2020

Although survey timing may vary based on your brand’s products or the type of feedback you want to collect, understanding when to survey your audience can be incredibly beneficial. Many companies conduct their feedback programs on an annual or quarterly basis. The old way of timing customer feedback surveys. Is this occurring weekly?

NPS 44

NPS Survey Ecommerce Hotels 44

Forrester

MAY 2, 2015

This year's event features more guest speakers, from a wider range of industries, than ever before. As your host for this forum, I'm thrilled to share such a strong lineup: · Raul Leal, CEO, Virgin Hotel Group. · Rasesh Patel, SVP, Customer Experience, DirectTV. · Beth Ann Kaminkow, CMO, Westfield Group.

Guest Experience 40

Guest Experience Hotels Customer Experience Professionals Groups 40

ENGAGE.cx

SEPTEMBER 23, 2015

You jump online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Guest Sentiment.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

ReviewTrackers

MARCH 3, 2019

Meanwhile, 96 percent of hotel and hospitality brands worldwide say that TripAdvisor reviews are influential in generating bookings. When you track TripAdvisor reviews of your hotel, accommodation, or attraction, you’ll be in a better position to protect your business’ online reputation. Partner with a Review Management Company.

How To 70

How To Hotels Travel Guest Experience 70

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. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

Customer Enthusiast

AUGUST 2, 2017

In May I read the 2017 Qualtrics Hotel Pain Index Study , made some notes, and had every intention of writing a June blog post in response to the study. 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.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Study 40

ENGAGE.cx

OCTOBER 14, 2015

Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can. Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort. Measuring Customer Sentiment: The next step is to measure the guest’s affinity for each touch point along the journey.

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 40

North Highland

SEPTEMBER 16, 2019

For the first time since the economic downturn, timeshare companies have struggled to meet summer marketing and sales goals. While overall projections for the industry are still promising, this change is an alarm bell for hospitality and timeshare brands developing data and acquisition strategies for the next decade.

Travel 45

Travel ROI CRM Entertainment 45

Grade.us

APRIL 2, 2019

Surprisingly, 98 percent of mobile users will read a branded/business SMS message and 90 percent will read all messages within 3 minutes ! They defined your business against attacks by naysayers, they attend your company events and they’re active participants in the process. We hope you had a great experience with us.

Automotive 42

Automotive Hospitality Healthcare Feedback 42