Avaya

FEBRUARY 7, 2017

Here are five ways hospitality leaders and/or IT decision makers can begin building a successful digital strategy: Extend customer communications beyond the call center: Customer relationships are shaped across every business unit at every touch point, so why quarantine communications within the call center?

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Kustomer

JUNE 9, 2021

Active Communication Is Key. The best way to handle customer complaints is actively communicating with your customer and letting them know you’re working on the problem right away. How can you empower your support team to go above and beyond while they are in active communication with an unhappy customer?

Tourism 96

Tourism eBook Exceptional Customer Service Guest Experience 96

ShepHyken

FEBRUARY 25, 2019

Every interaction is a chance for your employees to communicate the experience that your brand provides. Today’s customers expect trust, and as the author states, it “has become the indispensable connective tissue between brands and customer loyalty.”. 3 Lessons From a Customer Service Failure by Jill Schiefelbein.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

LoyaltyPlus

JUNE 12, 2022

There are opportunities to be had by implementing a loyalty programme to establish a direct relationship with guests. Using information about people’s interactions and preferences, accommodation purchases and amenity rewards can significantly enhance the overall guest experience and result in return visits.

Hotels 52

Hotels Self Service Tourism Guest Experience 52

Avaya

MARCH 13, 2017

From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

SurveySparrow

JUNE 30, 2023

By removing complexities and streamlining processes, businesses can provide effortless experiences. Customers appreciate intuitive interfaces, clear communication, and easy-to-navigate websites that save them time and effort. CX vs. UX Customer Experience and User Experience are two closely related concepts.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

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. One of the first quick wins was internal communications; employees weren’t in the loop. She’s on LinkedIn here.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

CSM Magazine

APRIL 11, 2023

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. Guest communication software is the perfect solution. Tech can help.

Guest Experience 52

Guest Experience Hospitality Hotels How To 52

NetBase

MARCH 2, 2020

This includes insights that reveal business trends, help them connect with consumers, and enable them to understand the story behind competitors and the market. Wingstop sets up a “command center” to track and respond to customers in real-time on game day to make sure they have a great guest experience.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

Comm100

AUGUST 23, 2018

In a way, each whipped the customer service industry into a frenzy when they came about, prompting the sale of products that would help companies remain relevant by establishing more and more ways of communicating with customers. Delta’s video chat undertakings are helping connect more airport-bound customers to exceptional customer service.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Currency Alliance

OCTOBER 11, 2018

Beyond the booking process, and to complement the digital guest experience, hotels stand to make the greatest gains by becoming better resellers of local services and experiences. Restive guests: understanding hospitality loyalty. Different loyalty drivers apply to different guest demographics.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Retently

SEPTEMBER 3, 2023

It’s more than just a set of questions; it’s a glimpse into the thoughts and emotions of Airbnb’s guests. This survey goes beyond the transactional aspects of a stay; it delves into the emotional connections between hosts, guests, and the unique places they briefly call home.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

Experience Investigators by 360Connext

JULY 16, 2019

How often do you discuss customer experience strategy in your regular communications to employees? How often do you connect the dots between what you want from your strategy and how that will positively impact the business? Constant communication and revisiting of key factors within the customer experience.

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

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. And 67% would sign up for location-based coupons and alerts.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

LiveChat

FEBRUARY 15, 2016

The film also communicates conditions of employment. This helps them feel emotionally connected to the company and to their jobs. As you can imagine, it’s not a desirable position for every candidate. Early in the process, candidates can view a film depicting what it is like to work at Disney. Another thing we can learn from them!

Customer Service Training 28

Customer Service Training Training Customer Service Exercises 28

C Space

AUGUST 5, 2018

. “Our online community has helped to champion global collaboration across markets and business divisions, and provided cost savings over offline qualitative methods” – Senior Insight Manager, Pharmaceutical. 5 Retailers With the Best Customer Experiences of 2018. Leading the Way for Customer Experience.

Retail 40

Retail Customer Centricity Study Travel 40