NICE inContact

OCTOBER 29, 2019

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups.

Hotels 120

Hotels Contact Center Groups Guest Experience 120

ShepHyken

DECEMBER 4, 2023

Customers value businesses that are always friendly, always helpful, and always reliable. Plus, Josh shares what it means to “get rid of your customers” and more nuggets from his latest book, The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. Quotes: “Recognize that your guests don’t need you.

Hospitality 102

Hospitality Tourism Guest Experience Culture 102

inmoment

AUGUST 27, 2019

To leverage a third-party delivery company, or to go it alone? So if your restaurant isn’t available on food delivery apps, guests may move on to your competition. . There’s also the startling fact that one-fourth of delivery drivers admit to sneaking a bite of a guest’s food.). Contrast Guests’ Experiences.

Guest Experience 40

Guest Experience Brands eBook Survey 40

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. Their core beliefs. He also gives us a four-step process to do so.

Customer Service 155

Customer Service Guest Experience Loyalty Programs Hospitality 155

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is a data-driven guest experience and retention platform focused 100% on building operator-focused tools.

Technology 52

Technology Hotels Guest Experience Hospitality 52

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. What is Contact Center AI?

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Steve DiGioia

JULY 9, 2020

Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job. But what about the customer? What’s more important?

Tips 147

Tips Guest Experience Advertising Policies 147

Avaya

FEBRUARY 7, 2017

If research has shown us anything, it’s that companies across virtually every sector are realigning around digitization. So much so that 80% of companies identify digital transformation as their top strategic priority, and nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021 (compared to 13% currently).

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

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 139

Hospitality Guest Experience Advertising Culture 139

ShepHyken

JUNE 25, 2019

First, the review economy put control in the hands of consumers and allowed them to advocate for what they wanted from companies. Second, the immediacy of convenience created an expectation of on-demand service, placing the importance on how companies deliver their service rather than just what their product is.

Guest Experience 120

Guest Experience Technology Consumers Connections 120

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. -

System 162

System Hospitality Customer Experience Guest Experience 162

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 79

Guest Experience Entertainment Hospitality Culture 79

ShepHyken

JULY 16, 2019

Define your company’s core values and culture first. Then, build the company for the people, by the people. Rather than putting the guests/customers first, put your employees first. The number one goal should be to maintain your company’s culture and values. How can I create a company culture?

Guest Experience 109

Guest Experience Culture Tips Company 109

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? But Noha understands that customer data is continually evolving.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

Gainsight

NOVEMBER 16, 2022

Typeform earned the Architect Award, which is given to the company that thinks outside the box when it comes to building the best community for its users. The company specializes in creating online forms and surveys that are dynamic and customizable to users’ needs. Defender Award Goes to … Intelliflo.

Guest Experience 52

Guest Experience Hospitality Hotels Financial 52

Eptica

JULY 15, 2020

Tags: Jeanne Bliss, Dorchester Collection, hospitality, Customer Service, Customer experience, CX, Customer satisfaction, empathy, MakeMomProud Categories: Best Practice.

Customer Experience 119

Customer Experience Case Study Guest Experience Hospitality 119

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 businesses and companies worldwide fail to acknowledge the fact that their employees are more important while they are chasing the customers.

Culture 69

Culture Company Policies Employee Engagement 69

CSM Magazine

JUNE 15, 2021

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights.

Retail 52

Retail Guest Experience Contact Center Consulting 52

Eptica

JULY 29, 2020

These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?

Customer Experience 98

Customer Experience Case Study Airlines Guest Experience 98

ShepHyken

SEPTEMBER 4, 2023

With a strong emphasis on hospitality, hotels have mastered the art of creating a welcoming environment and exceeding guests’ expectations. For companies aspiring to enhance their customer service, the hotel industry offers valuable insights and strategies that can be adopted across various sectors.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

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

ShepHyken

FEBRUARY 25, 2019

My Comment: If you can’t create trust between your company and your customer, you are destined for failure. This article makes the point that trust is a defining piece of the customer experience. How teaching your employees to provide great guest experiences increases sales by Alyssa Hanson . Really, it’s quite simple.

Customer Service 87

Customer Service Guest Experience B2B B2C 87

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 111

Hotels Hospitality Guest Experience Leadership 111

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. Unite Your Teams to Achieve a Company-Wide Metrics Goal. Aisling Hassell of @Airbnb Click To Tweet.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

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

ShepHyken

AUGUST 1, 2022

SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. Want to “deliver delight” to your customers?

Customer Service 69

Customer Service B2C B2B Guest Experience 69

inmoment

NOVEMBER 26, 2019

Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. . Finance: Think finance is removed from guest experiences? Think again.

Feedback 40

Feedback Guest Experience How To Brands 40

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. Roll the Guest and the Employee Experience into One . With any company, the guest experience is only half the battle. Food for Thought: Smarter Data.

Guest Experience 52

Guest Experience Effort Score Employee Experience Feedback 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

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 105

Tourism Entertainment Guest Experience Hospitality 105

Alida

OCTOBER 27, 2017

Starbucks may have fully embraced mobile commerce with the ability to pre-order coffees to go from consumers’ smartphones, but the company recently closed its online store to focus on the in-store experience. Digital plus in-store is a powerful brew. Make it magical.

Retail 154

Retail Examples e-support Entertainment 154

Kayako

SEPTEMBER 26, 2019

It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. Even companies operating with remote employees are learning this. These companies care about their customers and they understand that they are people. The business of customer service is emotional.

Communication 130

Communication How To Culture Customers 130

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. Roll the Guest and the Employee Experience into One . With any company, the guest experience is only half the battle. Food for Thought: Smarter Data.

Guest Experience 40

Guest Experience Effort Score Employee Experience Feedback 40

Experience Investigators by 360Connext

MARCH 26, 2015

It’s easy to complain about the parts of the travel experience we don’t like, like airplane passengers who ask to switch with me so I could get the middle seat when they want the aisle seat I’m assigned. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Travel 110

Travel Hotels Guest Experience Airlines 110

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

Storyminers

APRIL 24, 2018

That’s why Vacasa , a vacation rental property management company, caught my attention. Here’s a behind-the-scenes look at three key elements that make this company so successful. Vacasa has a smart and adaptive business design based on simultaneously creating a positive customer experience for owners and guests.

Case Study 100

Case Study Study Culture Guest Experience 100

ShepHyken

SEPTEMBER 24, 2018

Tom Reilly Training) Hilton is known for their award-winning guest experience. It consists of 10 tenets around how companies should treat their customers. My Comment: Hubspot is a very successful company that is recognized as an industry leader in technology. How to Add Unexpected Value by Paul Reilly.

Customer Service 86

Customer Service Contact Center B2B Guest Experience 86