InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. What is Guest Experience?

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

PeopleMetrics

MAY 4, 2020

In a high-end hotel, for instance, alerts often go directly to a location’s general manager. This individual at the hotel where the alert was based will either follow up themselves or assign the alert to someone at the hotel who is better equipped to resolve it. That leads to a more customer-centric culture!

Management 78

Management CEM Hotels Customer Centricity 78

Customer Enthusiast

NOVEMBER 26, 2017

And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Customer experience (CX) is the product of any interaction between an organization and a customer. If the customer service quality was stellar (e.g.,

Customer Experience 53

Customer Experience CEM Lifetime Customer Hotels 53

PeopleMetrics

JULY 23, 2018

The result is that VoC becomes the single source of truth for all experiential customer feedback. Every company that is serious about being customer-centric and listening to customers must invest in a VoC software platform that helps them collect customer feedback, quickly understand what it means, and act on it.

Feedback 72

Feedback CEM Hotels Software 72

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40