Wired and Dangerous

DECEMBER 15, 2014

Lacey gets great service and of course remembered us from our last visit. We were amazed by Jason’s attention to detail and desire to provide a great guest experience. He is a great service leader continually role modeling the service experience he is looking for from his employees. Is that your preference?’ Jason asked.

Innovation 129

Innovation Guest Experience Customer relationships Customers 129

NetBase

MARCH 2, 2020

Each day started with breakfast, of course. Nicki Zink discussed how taking an integrated approach to research methodology empowers brands to smarter strategic decision making, instead of merely informing tactical digital decisions. M chicken wings, the most ever on a SuperBowl Sunday for the Fast Casual brand.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

Wired and Dangerous

OCTOBER 17, 2016

Lacey gets great service and of course remembered us from our last visit. We were amazed by Jason’s attention to detail and desire to provide a great guest experience. He is a great service leader continually role modeling the service experience he is looking for from his employees. Is that your preference?’ Jason asked.

Customer Service 70

Customer Service Guest Experience Customers Course 70

NetBase

FEBRUARY 27, 2019

Though there are still brands not using social analytics in all the ways they could, arguably all brands at the forefront of their industry know the importance of sentiment analysis. This is huge for brands and agencies where being on the cutting edge is crucial to survival. Can’t all brands do this?

Travel 45

Travel Hotels Analytics Sports 45

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. Instead, they hold property owners accountable for improving the guest experience. Detailed competitor analysis is empowering.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

PeopleMetrics

FEBRUARY 26, 2015

And so, of course, it was exactly the right time to look for a new and more challenging career. 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. Bought a new house.

Customer Experience 48

Customer Experience Hotels Guest Experience Employee Engagement 48

Martin Hill-Wilson

JULY 23, 2016

Meanwhile, a whole string of new brands are emerging in bot design, deep learning and personal assistance. Happily there are UK brands in this list! In fact, last week I was treated to a behind the doors session with a well know UK high street brand. Legacy brands want to code as well as the fintechs. No more it seems.

Self Service 40

Self Service Omni-Channel Hotels Course 40

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Smith+co CX

SEPTEMBER 26, 2013

However, a recent feature by the Sunday Times found that despite all the investment in improving services, hotels all too often fail on the customer experience. So why is it that as brands get more sophisticated in their technology and more innovative in their attempts to dazzle us, they fail to deliver a great experience?

Hotels 34

Hotels Customer Experience CEM Course 34

Playvox

APRIL 14, 2022

As businesses increasingly focus on customer experiences as a competitive differentiator, contact centers have taken center stage. The quality of customer service experiences is a critical factor in shaping customers’ opinions of a brand and driving loyalty. The brand is synonymous with gold standard service.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

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 ! Legal Industry review request template #1: Dear [ client name ], I enjoyed getting to know you over the course of your [ case type ] case. We use your feedback to improve guest experiences.

Automotive 42

Automotive Hospitality Healthcare Feedback 42

SurveySparrow

OCTOBER 12, 2023

Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience. Loyalty surveys are sent to long-term customers, measuring their likelihood to recommend the brand to others and reasons for their loyalty.

Examples 52

Examples Survey Analysis Groups 52

Michel Falcon Experience

APRIL 11, 2019

Which, if none of you are familiar with the brand 1-800-GOT-JUNK, I think they’re very successful. Jason: Multiple brands, and Brian is just crushing it. Michel Falcon: Working for such a great brand. ” Of course not. Any type of brand?” I’m not academic.

Culture 60

Culture Leadership Hospitality Meeting 60

LiveChat

FEBRUARY 15, 2016

They will usually need 12 positive experiences to make it up for the negative one! Other words, every single customer service agent is responsible for how customers perceive your brand. One bad experience can ruin your reputation since angry customers are twice as much likely to inform their friends about it.

Customer Service Training 28

Customer Service Training Training Customer Service Exercises 28