Opinionator

FEBRUARY 22, 2021

When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Online surveys, embedded on your site. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience.

Feedback 86

Feedback Case Study Guest Experience ROI 86

Opinionator

NOVEMBER 29, 2020

When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Online surveys, embedded on your site. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience.

Feedback 88

Feedback Case Study Guest Experience ROI 88

Opinionator

NOVEMBER 29, 2020

When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Online surveys, embedded on your site. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience.

Feedback 52

Feedback Case Study Guest Experience ROI 52

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

And yes, they really did conduct performance reviews, invest in training, and administer employee engagement surveys. 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.

Customer Experience 48

Customer Experience Hotels Guest Experience Employee Engagement 48

Comm100

AUGUST 23, 2018

Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In this list, you will find the customer service developments that have reshaped consumer expectations, and that are on their way to determining the customer expectations of the future.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

inmoment

APRIL 22, 2019

However, while there are so many of these opportunities for restaurants, Technomic recently noted traffic ranges from flat to down year-over-year, restaurant growth is outpacing population growth, and on top of that, fewer consumers are spending money away from home—down 7% from 2000. Trend #2: The Importance of Engaged Employees.

Guest Experience 40

Guest Experience Trends Engagement Conference 40

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. Wegmans makes grocery shopping a true experience rather than offering the same drudgery of a chore that most consumers expect at the grocery store.

Customer Focused 40

Customer Focused Company Airlines Culture 40

delighted

MAY 10, 2017

Survey too early and your customers may not have a full story to tell. 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. Survey timing affects both of these simultaneously. The old way. A better way.

NPS 41

NPS Survey e-support Hotels 41

SurveySparrow

OCTOBER 12, 2023

Now, are you wondering “Isn’t that what a survey does?” While surveys and questionnaires are often used interchangeably, they refer to completely different aspects of data collection. It’s the tool used within a survey to collect data. It’s the tool used within a survey to collect data.

Examples 52

Examples Survey Analysis Groups 52

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