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

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

Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. It’s not the best customer experience, but if you travel often, you learn to live with it. But then our milkman left the company and we got a new one. Can robots help the hotel guest experience?

Hotels 143

Hotels Travel Guest Experience Consulting 143

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

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

Customer Bliss

JUNE 20, 2017

Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry. For context, some recent research shows that these face to face conversations, done early in a tenure at a new company, can make a person 34x more effective.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

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

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

Bill Quiseng

AUGUST 10, 2015

Ask frequent travelers to name the best hotel chains and they will tell you Ritz-Carlton or Four Seasons. Or wouldn’t’ you want to know the secrets of the luxury resort properties that are frequently named in travel magazines as the very best like The Broadmoor or The Inn at Little Washington.

eBook 60

eBook Hospitality Culture Hotels 60

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

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

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. They offer travelers the chance to stay at homes with a variety of amenities. Airbnb monitors guest feedback without taking on the burden of hundreds of guest rooms.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

ReviewTrackers

MAY 15, 2017

Ratings and reviews: Reviews rank second only to price as the most important factor considered by travelers looking for hotels and accommodations. High-quality photos aid travelers looking to make a booking decision while browsing properties online. 4: Track and respond to online reviews, social media comments, and guest feedback.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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

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

Retently

SEPTEMBER 3, 2023

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. Join us as we analyze Airbnb’s surveys, explore their structure, and see how Airbnb redefines the travel and hospitality industry through insights.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

ReviewTrackers

MARCH 3, 2019

Depending on what they say, reviews of your business on travel website TripAdvisor can bring customers in or drive them away. According to research: TripAdvisor ranks ahead of personal recommendations, tourist board websites, and guidebooks as the most trusted source for travel planning. Partner with a Review Management Company.

How To 70

How To Hotels Travel Guest Experience 70

North Highland

SEPTEMBER 16, 2019

For the first time since the economic downturn, timeshare companies have struggled to meet summer marketing and sales goals. Brands were able to target hotel guests, resort partners, or travelers who enjoyed certain types of destinations or entertainment. This is no longer a bonus for consumers—it’s table stakes.

Travel 45

Travel ROI CRM Entertainment 45

Qualtrics

JULY 2, 2019

In the past, before changing to a sales career (outside of Qualtrics), I was actually an analyst for guest experience at the Hilton Headquarters, working with a Qualtrics competitor. I enjoy travelling and experiencing different cultures. What attracted you to Qualtrics in the first place?

Sports 34

Sports Guest Experience Culture Travel 34

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. . com is the 5th best company for delivering a great customer experience.

Retail 40

Retail Customer Centricity Study Travel 40