Blake Morgan

JULY 11, 2023

          A company as large as Choice Hotels, with more than 7,000 locations worldwide, is bound to have a huge amount of data. But how do you ensure data is used to improve and bolster the customer experience? A business traveler may have different feedback than a leisure or millennial traveler.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

ShepHyken

MARCH 30, 2021

How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. Top Takeaways: While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity.

Hospitality 140

Hospitality Guest Experience Advertising Culture 140

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

ShepHyken

JANUARY 7, 2022

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy.

Guest Experience 80

Guest Experience Entertainment Hospitality Culture 80

Customer Bliss

DECEMBER 8, 2017

Each team is measuring responses to meet their specific targets rather than uniting for one shared company goal. With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex. Our goal is to map key themes from customer feedback and drive continuous improvement frame by frame.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. Lee West, Pastor of Guest Experiences @GatewayPeople Click To Tweet. Inspire what you want to be delivered. - Thanks so much to Customervillle !

System 162

System Hospitality Customer Experience Guest Experience 162

SurveySparrow

DECEMBER 20, 2018

Employees are your company’s advocates. Customers identify your company with the employees they happen to get in contact with, making it your most important touch-point. Most of the reasons for migration can be resolved with an effective feedback system. The Best Company Culture Ideas.

Culture 69

Culture Company Policies Employee Engagement 69

SurveySparrow

JUNE 28, 2023

Hence, this blog aims to explore the concept of customer experience optimization and highlight its importance across various sectors, supported by real-world examples. What is Customer Experience Optimization? Thus, analyzing customer data can help identify trends and patterns that drive personalized experiences.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

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. According to an American Express survey , U.S.

Tourism 96

Tourism eBook Exceptional Customer Service Guest Experience 96

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. Following a negative customer interaction, 58% of Americans would never use that company again. Defecting customers cannot be salvaged.

Feedback 94

Feedback Case Study Guest Experience ROI 94

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. But as a quick-service restaurant chain connected through millions of pieces of data and feedback, it became nearly impossible to understand exactly how the two are connected.

Guest Experience 52

Guest Experience Effort Score Employee Experience Feedback 52

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. Following a negative customer interaction, 58% of Americans would never use that company again. Defecting customers cannot be salvaged.

Feedback 88

Feedback Case Study Guest Experience ROI 88

ReviewTrackers

MARCH 3, 2019

You can also gain valuable insights on how to deliver even better guest experiences. Partner with a Review Management Company. Working with a review management company like ReviewTrackers can be a great way for multi-location businesses to save time and gain actionable insights from their TripAdvisor reviews.

How To 70

How To Hotels Travel Guest Experience 70

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. But as a quick-service restaurant chain connected through millions of pieces of data and feedback, it became nearly impossible to understand exactly how the two are connected.

Guest Experience 40

Guest Experience Effort Score Employee Experience Feedback 40

ShepHyken

OCTOBER 31, 2017

However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. He encourages companies to seek out constructive criticism in order to improve their way of doing business. Without complaints, you never know what needs improving.

Tourism 106

Tourism Entertainment Guest Experience Hospitality 106

Stella Connect

JANUARY 18, 2022

And why is it that many small businesses are capable of providing exceptional service, yet many large companies with far greater resources at their disposal find this impossible? Everybody wins: the customer, the company, and the employees themselves of course. Skin in the game. The same is true in our personal lives.

Customer Experience 102

Customer Experience Contact Center Guest Experience Training 102

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

Alida

JANUARY 26, 2017

AMB Sports & Entertainment (owner of Atlanta Falcons, Atlanta United FC and Mercedes-Benz Stadium) knows that the experience in the new stadium needs to match the building’s beauty and grandeur. The company is engaging with fans now to exceed their expectations by the time the new stadium opens.

Sports 90

Sports Entertainment Tips Guest Experience 90

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. Following a negative customer interaction, 58% of Americans would never use that company again. Defecting customers cannot be salvaged.

Feedback 52

Feedback Case Study Guest Experience ROI 52

ReviewTrackers

APRIL 29, 2019

The company says that over 21 million people use the platform every month. The company also claims that 850,000 reviews are posted every month, which is another reason why you should consider using OpenTable. Depending on their dining experience these people will likely leave a review. A Better Guest Experience.

Management 91

Management How To Analytics Guest Experience 91

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. Oftentimes, people running a silo see the company through their silo. She’s on LinkedIn here. The importance of service.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Experience Investigators by 360Connext

JULY 16, 2019

One day of customer experience discussion does not make a customer-focused company. How often do you discuss customer experience strategy in your regular communications to employees? The link between the idea of customer experience and the execution of it must be stronger than we think it does. That part is up to you.

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

delighted

JANUARY 28, 2020

Selecting the precise time to solicit feedback from your customers can have a huge impact on both the quality and quantity of the responses you receive. If you survey too late, you could lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time.

NPS 44

NPS Survey Ecommerce Hotels 44

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. Are you using Data?

Connections 50

Connections Customer Journeys Healthcare Banking 50

delighted

MAY 10, 2017

Selecting the precise moment in which to solicit feedback from your customers can have a huge impact on both the quality and quantity of the feedback you receive. Survey too late, and you lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time. The old way.

NPS 41

NPS Survey e-support Hotels 41

Clarabridge

MAY 4, 2017

Following HCSC and Northridge Group’s keynote, Rebecca Liberman, Voice of the Customer Specialist for Lyft, revealed why brands must track feedback in real-time to better delight their customers. Enter Clarabridge. The Restaurant Group Spills on How They Go Above and Beyond for Their Customers.

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

NetBase

MARCH 2, 2020

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. They demonstrated the power of the newly merged company , and how it enables organizations to understand the story behind their customers, competitors and markets.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

BirdEye

JUNE 21, 2023

A well-known example of a company that stepped up to fulfill an unmet need is the electric car manufacturer, Tesla, Inc. Airbnb monitors guest feedback without taking on the burden of hundreds of guest rooms. Instead, they hold property owners accountable for improving the guest experience.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

ReviewTrackers

MAY 15, 2017

Not only does this give you more control over what’s being said by guests about your hotel; it also effectively plants your flag on key digital properties (outside of your own website, that is) so that you can more easily listen to the conversation and respond to guest feedback.

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

Comm100

AUGUST 23, 2018

Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Service Untitled

MARCH 20, 2009

Disney is a very interesting company that written about before and I’m hoping to come back from my short trip with some great post ideas. I’ve been to Disney plenty of times before, but I think this is will be my first trip there since I started my blog.

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Grade.us

APRIL 2, 2019

Priming customers for reviews Post-transaction requests The feedback interview Prestigious invite Applause request Satisfied follow-up The survey interview Free trial follow-up Reviews from references The unhappy customer Use Your Email Review Request Templates! You can leave your feedback by visiting this link. See the difference?

Automotive 42

Automotive Hospitality Healthcare Feedback 42

Michel Falcon Experience

APRIL 11, 2019

Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? My approach to customer experience strategies to grow a business. I told my mom, and my parents, that I’m going to leave the university to work for a garbage company. I took this other path. or in the future.

Culture 60

Culture Leadership Hospitality Meeting 60