How to Improve Customer Centricity in Hospitality


After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland.

Home away from home: Guest experience in hospitality


As the hospitality sector heads into uncharted waters, the guest experience needs to remain top-of-mind. The post Home away from home: Guest experience in hospitality appeared first on PK.


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Customer Service Tips for the Hospitality Industry

CSM Magazine

There can be no hospitality industry without customer service, and it’s customer service that can make or break a business in the industry. More than half of consumers around the world have higher expectations for customer service than they had just a few years ago.

Guest Experience in the Hospitality Sector.

CX Centric

On Thursday 3rd June we will host the CX Centric Conversation: Driving Growth in the Hospitality Sector through Exceptional Experiences. The Hospitality industry now faces a smorgasbord of unprecedented challenges which have proved to be insurmountable at most instances.

Predictable Vs. Experience. The Retail & Hospitality Shift.

Ann Michaels and Associates

Interesting enough, there is a similar pivot within the hospitality industry. For most consumers, the customer journey begins with online reviews. The Retail & Hospitality Shift. There are over 74,000 clothing boutique businesses in the United States.

Teaching Hospital Turns to Alchemer to Find Audiences


One of the largest, oldest, and highest ranked surgical teaching hospitals in the U.S.A. As a teaching hospital, much of their research is shared with other surgeons and hospitals around the world. In this very specialized study, the hospital researchers asked:?.

Star Ratings and the Need to Improve Consumer Experience


At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception.

Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner


The statistics make it clear: consumers’ expectations for services are climbing year over year. We especially see this in one of today’s most customer-centric industries: hospitality. From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity.

How to create loyal customers and brand evangelists in the travel and hospitality industry

Up Your Service

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation.

3 Best Practices for Travel and Hospitality brands to thrive in the new normal


With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. The travel and hospitality industry can still thrive despite unpredictable customer volumes.

Hospitality Reviews: A Winning Marketing Strategy in the Travel Industry

Are the hospitality and travel industries beholden to hospitality reviews? Sure, hospitality reviews are important. There are plenty of companies in the hospitality and travel industry that don't have a strong review portfolio. There's a growing body of evidence that shows hospitality reviews are a life or death, make or break issue for companies in the hospitality and travel industries. Is a portfolio of strong hospitality reviews an unfair advantage?

Customer Success Story: Nicklaus Children’s Hospital


The increasingly wired populace and a growing class of savvy, empowered consumers want more options, fairer prices, greater convenience, and better interactions across the continuum of care. And they are voicing their desire for all these through online reviews and patient feedback , which play an increasing role in helping other consumers make smarter healthcare decisions. ” Customer Success Story: Nicklaus Children’s Hospital.

Today’s Toughest Marketing Challenge is Not Customer Satisfaction!


We all know how extremely demanding consumers have become in recent years. How do you treat your own customers, consumers and clients? It was therefore his philosophy to do limited market research and never to ask the advice of consumers on his innovations. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well.

The Hospitality Industry in a Time of Social Distancing: Threat and Opportunity


The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. This group represents a fascinating cross section of the hospitality sector—hotels, food and beverage, resorts, and destination marketing.

Why Customer Service Matters Most in the Hospitality Industry

CSM Magazine

However, it is especially important within the hospitality industry. While some sectors may be able to get away with focusing a little less on delivering good customer service, for those within the hospitality sector it’s paramount to their success. Here, we’ll look at just some of the reasons why customer service matters in the hospitality industry. The hospitality industry relies a lot upon reputation in order to attract new customers.

COVID-19 Accelerates Digital Adoption For European Consumers And Businesses

Forrester's Customer Insights

The COVID-19 crisis means European B2C firms are broadly in one of three response modes right now: Survivors (travel, hospitality, and some nonessential retailers) have been massively disrupted by the current lockdown.

How to create better experiences in the hospitality industry


If this many people are spending money on travel and tourism, hospitality professionals must provide customers with an excellent guest hospitality experience to keep them coming back and to grow their businesses. In this article, we’ll outline how data can be used in the hospitality industry and show examples of how your company can do it right. The Big Data trend in hospitality. In the hospitality industry, traditionally operational data (O-data) has been produced.

New Industry Survey Focuses on Travel & Hospitality


Full Travel & Hospitality Report Now Available! in partnership with Execs In The Know, has recently published the first volume of CXMB Industry Insights , a new consumer research series that brings the lens of consumer research into focus, one industry at a time. In this inaugural edition, travel & hospitality is the first industry in the spotlight. Methodology 2016 data: Conducted by Google Consumer Surveys, August 8–12, 2016 and based on 200 online responses.

4 food and consumer trends to watch

Gravy Analytics

According to a nightlife study from hospitality platform SevenRooms commissioned through third-party research firm, YouGov, “eatertainment” is on the rise: nearly one in three Americans prefers to go out to a bar that offers food, drinks, and activities all in one place, and 24% of Americans surveyed wished that there were more “eatertainment” venues nearby them. The post 4 food and consumer trends to watch appeared first on Gravy Analytics.

Operationalizing the Guest Experience for Hospitality

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. The beauty of a guest value index is that it focuses hospitality companies on enhancing guest experience, rather than the sales cycle. finally delivers on the full promise that CRM has been making to the hospitality industry.

Improving Every Patient’s Experience – CX Insights by Mr. John Punnoose, Independent Director and Mentor, Hospitals and Health Systems

Customer Guru

From a hospital’s perspective, it is not just one individual or one caregiver who touches the patient’s life when he is in the hospital; there are several players who interact with the patients when they walk into the system – front office, doctors, nurses and paramedics, housekeeping, food and beverages and even the security guard. If we can bring that doctor through technology into the realm of the consumer, it eases the travel on both the ends.

How Healthcare is Embracing the Digitally-Empowered Consumer

Smarter CX

One hospital is embracing digital transformation and the digitally-empowered customer through a program called Family Assist. Through the use of Oracle Service Cloud, Western Sussex Hospital created Family Assist to provide families with a range of tailored services and information from pregnancy through 25 years of age. The post How Healthcare is Embracing the Digitally-Empowered Consumer appeared first on SmarterCX.

Consumers Want Personalization

Ann Michaels and Associates

Segment surveyed 1,000+ consumers and found the majority of them were less than impressed by the lack of personalization in their shopping experiences. consumers say they have purchased something more expensive than they planned to because of personalized service. . Personalization leads to loyalty: 44% of consumers say they will likely repeat after a personalized shopping experience. Positive customer experiences with a brand will influence 77% of consumers to return.

Consumer Comfort with AI is Here to Stay


And with that, consumer reliance on technology as well as consumer comfort in using that technology, has also increased. Many consumers were using AI and becoming dependent on it. Survey says…consumers love Alexa and personalization.

A Holistic View: Assessing Sponsorships in the Hospitality Industry both Quantitatively and Qualitatively

North Highland

Sponsorships have long been a key tactic in the marketing toolbox for hospitality companies. As global hospitality revenues inch steadily toward the $600 billion mark, competition within the industry is only increasing, particularly with the evolution of accommodation-sharing companies like AirBnB. Sponsorships and activations at major events offer the opportunity to rise above the noise, in a way that emphasizes solid human connections with consumers.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence


If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. I ended up spending a night in a local University Hospital for the first time in my adult life. All these experiences of hospitals and doctors gave me the superb opportunity to see the health service from the patient’s perspective.

Social Intelligence Insights for the Hospitality Industry Revealed


No industry is immune to change – and the hospitality industry is no exception. Further, we note that rising employment, higher real income and increased household net worth reinforced consumer confidence and sentiment. The success of Airbnb is the biggest modern example of this for the hospitality industry. It’s how you’ll know where consumer hearts lie, and what steps to take to win them over. What’s the next big thing in hospitality?

Improving the patient experience: How to offer more consumer-centric care


Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. HCOs must become more consumer oriented. Today’s healthcare consumers will be tricky to retain if you do not meet their newly forged expectations.

Three Travel and Hospitality Customer Journey Tracking Examples


Travel and hospitality companies have a difficult job. Power reported higher consumer satisfaction than ever – largely due to increased seat sizes and cheaper fares. If hotels, airlines, and other transportation/hospitality businesses could drive new personalized sales for with non-loyalty members, everyone would benefit. The post Three Travel and Hospitality Customer Journey Tracking Examples appeared first on Kitewheel.

5 stages to launch next-gen CX for the post-pandemic healthcare consumer


One of the first steps to ensure care continuity in the future, as well as consistently great CX for the post-pandemic healthcare consumer, is to move to the cloud. President and CEO of Jefferson Health (Philadelphia) told Becker Hospital Review that, “this is healthcare’s Amazon moment.

Beyond the Hotel: Earning Guest Loyalty with Hospitality Tech

Currency Alliance

Restive guests: understanding hospitality loyalty. A recent Deloitte report said that hotels should double down on this advantage by “exploring the power of adjacent spaces”[iv]; hospitality marketing technology firm HEBS Digital said a hotel should be “hero of the destination”[v]. Obstacles to experiences in the hospitality sector. The task at hand for hospitality brands of all models – traditional and alternative alike – is to be ready to act as these hurdles are overcome.

12 Reviews Sites Doctors, Hospitals, and Healthcare Marketers Need to Track


percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. About 1 out of 3 patients use either industry-specific medical review sites or more general consumer review sites as tools for finding doctors or healthcare providers. Along with Yelp, Healthgrades ranks as today’s most trusted site for online reviews and ratings of doctors, dentists, and hospitals. In 2018, online reviews influenced 66.3

CX Conversations Episode #1 – The State of Customer Experience in Healthcare with Rajarshi Sen, Manager, Operations & Strategic Initiatives at Kamineni Hospital

Customer Guru

In this episode of CX Conversations, our guest – Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals – joins our host – Vivek Jaiswal – to discuss the state of customer experience in Healthcare. He is the manager who heads Operations and strategic initiatives at Kamineni Hospitals in Hyderabad and I had a very interesting meeting last week with him while I was in Hyderabad for sales meetings around the city.

Why You Need a Location Page for Every Doctor at Your Hospital


Google is the link between your healthcare organization and the consumer. Consumers type in something like this in Google’s search box when searching for a new provider: “primary care doctor in Boston.” Consumers use the reviews and ratings of each doctor when deciding who to trust with their health. Here’s why you need a location page for every doctor at your hospital. Reviews Will Influence Consumer Decisions More in 2018. The consumer is online.

IRI Acquires Retail Consumer Insights Provider Intelligent Shopper Solutions (ISS) from Kognitiv Corporation

CSM Magazine

IRI , a global leader in innovative solutions and services for consumer, retail and media companies, today announced that it has acquired Intelligent Shopper Solutions (ISS).

Capturing Insight into the Digital Consumer


As technology advances, the line between the physical and digital consumer experience is blurring across all industries. In travel and hospitality, vacations are increasingly being booked online or via mobile apps. Both pure digital and merged digital/physical interactions provide new opportunities to gain deeper insight into the mind of the consumer. Leveraging apps to collect consumer data and feedback in real time.

UPCOMING: Insight into the Digital Consumer


Join Us: As technology advances, the line between the physical and digital consumer experience is blurring across all industries. In travel and hospitality, vacations are increasingly being booked online or via mobile apps. Both pure digital and merged digital/physical interactions provide new opportunities to gain deeper insight into the mind of the consumer. Leveraging apps to collect consumer data and feedback in real time. Webinar Details. Date: Thursday, May 30th.