InMoment XI

FEBRUARY 7, 2024

Hotels can then leverage these insights to elevate guests’ experiences before, during, and after their reservation. Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them. Instead, 71% of consumers expect personalization from the businesses they choose. That’s no longer the case.

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. More on this later.)

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

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

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

ShepHyken

DECEMBER 17, 2019

They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Top Takeaways: Don’t make the mistake of caring more about money than customer service. Focus on customer service and the money will follow.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

AUGUST 1, 2022

My Comment: The customer service/support team may be the wrong name for a department that is on the front line, answering questions, dealing with complaints, and ensuring the customer’s problems are taken care of. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”.

Customer Service 70

Customer Service B2C B2B Guest Experience 70