inmoment

SEPTEMBER 19, 2019

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. Here are a few strategies to get you started: Improving Experiences Today.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

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. The Employee Experience Directly Impacts Customer Experience.

System 162

System Hospitality Customer Experience Guest Experience 162

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

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 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

Avaya

MARCH 13, 2017

Why do 87% think companies fail to deliver consistent brand experiences? We especially see this in one of today’s most customer-centric industries: hospitality. This is a serious issue, considering that the hospitality industry is coming off five consecutive years of employee turnover rate increases.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

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. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. Share your business mission and vision with your team. “The

Hospitality 140

Hospitality Guest Experience Advertising Culture 140

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

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. The old saying, “It costs less to keep existing customers than to chase after new ones,” comes to mind.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

Bill Quiseng

AUGUST 10, 2015

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. While I was quoted in the first chapter, I bought the Kindle version for the invaluable insight shared by some real hospitality heavyweights. Micah has done that for you here.

eBook 60

eBook Hospitality Culture Hotels 60

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

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

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

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

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? In the competitive hospitality industry, staying close to customers and being adaptable is crucial.

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

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

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Storyminers

FEBRUARY 2, 2016

The Cathy family have been building their brand based on service (they say hospitality) since 1946. Walt Disney Company [ DIS ] is also proof that service before sales sells better. Disney, like Chick-fil-A has taken customer experience to heart. Their focus on hospitality differentiates them from their competitors.

Sales 113

Sales Hospitality Guest Experience Culture 113

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 106

Tourism Entertainment Guest Experience Hospitality 106

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 49

Hotels Hospitality Guest Experience Leadership 49

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. This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Think Customers

APRIL 20, 2016

Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to. I recently visited Iceland's capital, Reykjavik, for a four-day vacation.

Tourism 40

Tourism Guest Experience Hospitality Travel 40

Michel Falcon Experience

NOVEMBER 20, 2019

My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Please know that our company has nearly 200 employees so I’ve seen this firsthand. Instead, you must hire engaged professionals and maintain their motivation throughout their tenure with your company.

Employee Engagement 89

Employee Engagement Engagement Culture Guest Experience 89

Up Your Service

JUNE 14, 2016

LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. LUX* Resorts: Staging a Service Revolution in a Resort Chain .

Case Study 40

Case Study Study Marketing Guest Experience 40

Up Your Service

JUNE 14, 2016

LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. LUX* Resorts: Staging a Service Revolution in a Resort Chain .

Case Study 40

Case Study Study Marketing Guest Experience 40

Beyond Philosophy

MARCH 6, 2017

The people in the ‘recommendation cluster’ feel cared for and valued, and they trust your company enough to recommend you to a friend. These little things send subconscious signals to customers that a company cares about their needs. Your goal is to have customers in the ‘recommendation cluster’, or better yet, the ‘advocacy cluster’.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

Avaya

NOVEMBER 7, 2018

In hospitality—where 60% of execs believe the inability of staff to effectively communicate diminishes the guest experience—teams can better connect to maximize efficiency and overall quality. Since then, there have been radical changes in the ways companies and people work. Context creates more value, period.

Communication 71

Communication Guest Experience Hospitality Healthcare 71

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

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

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

CSM Magazine

AUGUST 26, 2019

AYANA Midplaza JAKARTA is a globally reputable urban sanctuary where modern amenities blend with the authentic Indonesian hospitality. So, if you are looking for an unforgettable, authentic guest experience with the very best in accommodation, food and service, the AYANA will exceed your expectations!

Conference 40

Conference Entertainment Guest Experience 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

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. To ensure that your online reputation is driving guests to your hotel — instead of away from it — we created a list of hotel reputation management best practices and tactics. TripAdvisor ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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. As an often hidden benefit, ENGAGE.cx

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

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

Grade.us

APRIL 2, 2019

General / all purpose templates Home services templates Legal templates Hospitality templates Healthcare templates Wedding services templates Real estate templates Automotive templates. They defined your business against attacks by naysayers, they attend your company events and they’re active participants in the process.

Automotive 42

Automotive Hospitality Healthcare Feedback 42