Alida

OCTOBER 27, 2017

Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Even in the era of Amazon, only about a fifth of U.S. Make it magical.

Retail 154

Retail Examples e-support Entertainment 154

Kustomer

JUNE 9, 2021

consumers were willing to spend more when companies provided exceptional customer service. However, in that same study, 42% of shoppers said that companies were helpful but didn’t do anything extra to keep their business while 20% thought companies took their business for granted.

Tourism 96

Tourism eBook Exceptional Customer Service Guest Experience 96

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

Hotels 113

Hotels Hospitality Guest Experience Leadership 113

CSM Magazine

SEPTEMBER 28, 2016

Amazon says on its Investor Relation’s page: We seek to be Earth’s most customer-centric company for four primary customer sets: consumers, sellers, enterprises, and content creators. Amazon put a stake in the ground by announcing its hope to be the world’s most customer-centered company. Are they perfect?

Customer Focused 40

Customer Focused Company Airlines Culture 40

ReviewTrackers

APRIL 17, 2017

Customers expect a positive experience when they dine at your restaurant. Online reviews are a vital source of customer feedback to improve the guest experience. Customers are 43 percent more likely leave a review after a positive experience at a restaurant (ReviewTrackers). Customers are 46.7 ReviewTrackers).

Customer Success 62

Customer Success Guest Experience Trends Feedback 62

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

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. By recognizing and scoring behavior at each touchpoint, a company can begin to put together a more detailed profile of each guest. Engagement Score as a Performance Index. To see how ENGAGE.cx

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

NetBase

MARCH 2, 2020

As the first of its kind, next generation consumer and market intelligence platform , we have so much to share with businesses around the actionable intel they could have at their fingertips. So, a Consumer and Market Intelligence Breakfast Seminar seemed the best way to deliver it en masse! Wingstop customers alone consumed 17.9

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. 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. Why do 87% think companies fail to deliver consistent brand experiences?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Opinionator

NOVEMBER 29, 2020

Following a negative customer interaction, 58% of Americans would never use that company again. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. A digital comment card enables point of experience customer feedback. Defecting customers cannot be salvaged.

Feedback 94

Feedback Case Study Guest Experience ROI 94

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

Hotels 50

Hotels Hospitality Guest Experience Leadership 50

Opinionator

FEBRUARY 22, 2021

Following a negative customer interaction, 58% of Americans would never use that company again. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. A digital comment card enables point of experience customer feedback. Defecting customers cannot be salvaged.

Feedback 86

Feedback Case Study Guest Experience ROI 86

Opinionator

NOVEMBER 29, 2020

Following a negative customer interaction, 58% of Americans would never use that company again. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. A digital comment card enables point of experience customer feedback. Defecting customers cannot be salvaged.

Feedback 88

Feedback Case Study Guest Experience ROI 88

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Focus on Local SEO. Are you using Data?

Connections 50

Connections Customer Journeys Healthcare Banking 50

Comm100

AUGUST 23, 2018

Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. It’s 2018, and customer expectations are changing faster than ever.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Avaya

NOVEMBER 7, 2018

Organizations are realizing that just as they need to deliver digital experiences in the ways consumers demand, they must empower employees to innovate and disrupt. Since then, there have been radical changes in the ways companies and people work. Companies need to do more than just “deploy a UC product.” Ease-of-Use.

Communication 71

Communication Guest Experience Hospitality Healthcare 71

Opinionator

NOVEMBER 29, 2020

Following a negative customer interaction, 58% of Americans would never use that company again. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. A digital comment card enables point of experience customer feedback. Defecting customers cannot be salvaged.

Feedback 52

Feedback Case Study Guest Experience ROI 52

delighted

JANUARY 28, 2020

Many companies conduct their feedback programs on an annual or quarterly basis. Administering feedback programs in this manner is time consuming and complex. If surveys are sent too long after a purchase/interaction, customers will more than likely forget the critical details of their experiences. Is this occurring weekly?

NPS 44

NPS Survey Ecommerce Hotels 44

Service Untitled

FEBRUARY 8, 2012

The coffee category included ratings on consumer preferences, the consistency of meeting customer expectations for taste, quality, service, and brand value. Actually the superior guest experience happens when customer expectations are exceeded. Second only to oil production, coffee is the largest commodity sold.

Rewards Programs 47

Rewards Programs Guest Experience Brand Values Policies 47

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. I truly appreciate it.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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. They cared about engaged employees.

Customer Experience 48

Customer Experience Hotels Guest Experience Employee Engagement 48

Currency Alliance

OCTOBER 11, 2018

And while some of the market diversification comes from the likes of Airbnb, some of it comes from hotel brands themselves, filling more varied market gaps with more interesting services and experiences. Restive guests: understanding hospitality loyalty. Different loyalty drivers apply to different guest demographics.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ENGAGE.cx

SEPTEMBER 23, 2015

You jump online to check out the availability with your favorite hotel company at your targeted destination. A customer-driven B2C CRM see’s a single customer at every touch pointand captures all interactions – both digital and human – and maps them to a guest’s lifecycle. for free today.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

ReviewTrackers

MARCH 3, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. You can also gain valuable insights on how to deliver even better guest experiences. It can be extremely time-consuming. Partner with a Review Management Company. Set Up TripAdvisor Alerts for Reviews.

How To 70

How To Hotels Travel Guest Experience 70

ReviewTrackers

MAY 2, 2018

A competitor is a restaurant that offers a similar guest experience to you in the same market. List every single one of your business locations, no matter how big your company is. 33 percent of consumers refuse to eat at a restaurant with lower than 4 stars, according to our research. What do I mean by that?

Analysis 92

Analysis How To Guest Experience Groups 92

North Highland

SEPTEMBER 16, 2019

Summer 2019 provided the timeshare industry with its first glimpses of a shifting consumer landscape. For the first time since the economic downturn, timeshare companies have struggled to meet summer marketing and sales goals. This is no longer a bonus for consumers—it’s table stakes.

Travel 45

Travel ROI CRM Entertainment 45

Customer Enthusiast

AUGUST 2, 2017

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. 82% of guests question the value for price paid , thinking they overpaid for their stay at least sometimes. Unfriendly employees. Lacking effort.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Study 40

delighted

MAY 10, 2017

Many companies conduct their feedback programs on an annual or quarterly basis. Administering feedback programs in this manner is time consuming and complex. Companies rarely want to go through that pain more often than is absolutely necessary. In the case of a consumable like food, that point would be soon after delivery.

NPS 41

NPS Survey e-support Hotels 41

LiveChat

FEBRUARY 15, 2016

Poor customer experience is more expensive than we think. 78% of consumers won’t make a purchase in your store if they’ve had a bad experience in the past. They will usually need 12 positive experiences to make it up for the negative one! You’ll learn how The Walt Disney Company hires right people and train them.

Customer Service Training 28

Customer Service Training Training Customer Service Exercises 28

C Space

AUGUST 5, 2018

We believe companies should see online communities not just as a tool or a new way of doing existing types of research – but as an opportunity to change the ways they engage; to create something more authentic, more useful and more impactful. . Getting into consumers’ mindset: five emotional cues that drive sales and loyalty.

Retail 40

Retail Customer Centricity Study Travel 40