Steve DiGioia

MARCH 20, 2023

Now she’s starting to annoy me… I was having a conversation with a few of my old hotel friends and we were discussing some of the silly things that have happened to us over the years. Of course not. Of course, I will. Read 3 Reasons Why Successful Teams Earn Your Trust. But they’re a VIP” , she kept on saying. Every day.

Groups 182

Groups Hotels Course Meeting 182

Beyond Philosophy

MAY 25, 2023

A Simplified Journey Map To demonstrate how we would apply behavioral science concepts to a customer Journey Map, we made up a simplified journey map for booking a hotel for a vacation. Booking a Hotel for Vacation Book your hotel online. Arrive and check in at the hotel. Use the hotel services. Get into your room.

Customer Journeys 78

Customer Journeys Hotels Travel System 78

Vonage

OCTOBER 2, 2017

The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel. The vision is bold and clear: “To be the best independent hotel in the world.” The mission is brief yet potent: “The Fullerton Hotel is an inspiration in the heart of Singapore.” Absolutely.

Culture 174

Culture Hotels Customer Service Hospitality 174

Customer Bliss

NOVEMBER 26, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . Of course not.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

Vonage

JULY 13, 2017

The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel. The vision is bold and clear: “To be the best independent hotel in the world.”. The mission is brief yet potent: “The Fullerton Hotel is an inspiration in the heart of Singapore.”. Absolutely.

Culture 174

Culture Customer Service Hotels Hospitality 174

Myra Golden

AUGUST 15, 2017

The sun set my “sleep clock,” as my mother would say, and I just wanted to have food delivered to my hotel room and then retreat to my bed. A food delivery service left a postcard in my hotel room. The note said, “Quick delivery to XYZ Hotel.” I’m in a hotel, how can I eat my salad and entree without a fork?”.

Hotels 45

Hotels Company Exercises Travel 45

Beyond Philosophy

JULY 6, 2023

The Magic Castle Hotel made the top ten of all Los Angeles hotels on Trip Advisor. You would not be impressed if I showed you pictures of this hotel. It looks to me like an old apartment complex that was painted yellow and converted into a hotel. However, the consumer reviews of this hotel are off the charts.

Hotels 78

Hotels Fashion Examples Government 78

Wired and Dangerous

SEPTEMBER 21, 2020

We were working in Philadelphia and stayed at a chain hotel that did not have the practice of sliding the receipt under your hotel room door the morning you checked out. When we met in the lobby at 5 am to catch the first shuttle to the airport for an early morning flight, neither of us had a hotel receipt. .

Hotels 91

Hotels Course Customers Customer Change 91

Beyond Philosophy

DECEMBER 8, 2022

The wealthy person will appreciate it, of course, but the poor person will feel the effects of an extra $100 more than the wealthy one. Things improve, of course, like the players have steam coming out of their mouths when they play in winter and other details in later versions, but nothing like the enormous gains from Atari’s Football.

Hotels 78

Hotels Effort Score Course Consulting 78

Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. While it’s great to send personal notes, of course, it’s possible to get creative. Of course there are times like a first purchase or a renewal. Hotel brands sometimes thank customers for their 10th or 100th stay. Thank you for the thank yous!

How To 372

How To Airlines Social Media Tips 372

Qualtrics

OCTOBER 22, 2019

Then it’s time to book your hotel. To make it easy for you, we’ve negotiated special conference rates with some of the best hotels nearby – we’re talking no more than a 15-minute walk, with the closest just across the street from the event venue. Kimpton Hotel Monaco. Book the Kimpton Monaco Hotel.

Hotels 20

Hotels Conference Course Management 20

C3Centricity

OCTOBER 1, 2019

I was recently in the US and as seems to be the norm these days, the hotel in which I stayed asked me to rate their performance afterwards. I completed their form, giving only four and five-star ratings, as I had been very satisfied with my stay, the hotel rooms, the staff and their services. ” Shocking mail isn’t it?

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. This wonderful hotel encourages its guests to photograph their experiences during their stay at the resort and then to share them with their friends on Facebook.

Industry 218

Industry Strategy Hospitality Hotels 218

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? As customers increasingly use digital channels to interact with the brands they love, it’s imperative that hotels can support a personalized, omnichannel experience that drives insight and engagement at the individual account level.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Thematic

FEBRUARY 11, 2024

Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas. An impressive hotel with crazy art and light shows, opulent decorations, non-stop gambling and a Balenciaga store for those few that get lucky. But there were also some large tech companies.

Conference 62

Conference NPS Hotels Self Service 62

ShepHyken

JANUARY 13, 2021

A guest at the hotel had accidentally left his laptop in the room when he checked out. He flew to Hawaii and called the hotel, panicking because he had lost his computer that he needed for his meeting. Of course not. The note would have been enough, but the chocolate sweetened the experience. Horst shared a better story.

Hotels 146

Hotels Customer Service Training Training Course 146

Zeisler Consulting

MARCH 5, 2024

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” Now, in his context, we were talking about internal politics and change management in general.

Hotels 93

Hotels Conference Policies Customer Centricity 93

Steve DiGioia

MARCH 25, 2020

Politicians bicker about what’s the best course of action and how much financial support to give each American. If you feel you need a refresher course, here are links to my complete blog post archive. I realize the world doesn’t need more stories from me when they’re more focused on the virus. So, what should I do? What should we do?

Hotels 262

Hotels Course Leadership Financial 262

Customer Bliss

AUGUST 8, 2019

Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst knows how to lead himself and others into greatness and has grown the Ritz-Carlton Hotel Co. Of course, don’t forget that you can also add my books to your reading list as well!

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

GetFeedback

JULY 19, 2019

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

ROI 309

ROI How To Touchpoint Hotels 309

Wired and Dangerous

AUGUST 10, 2020

After a truck driver was not 100% satisfied about fifty times, the company instituted a limitation that essentially said if you register dissatisfaction three times; perhaps another hotel might be better suited to your needs. So if we can make your stay better, talk to any member of our team, and we’ll make sure you’re 100% happy. GUARANTEED.”

Customer Service 184

Customer Service Hotels Course Customers 184

Experience Investigators by 360Connext

NOVEMBER 22, 2022

” Of course, I was proud of my kids for being polite. While it’s great to send personal notes, of course, it’s possible to get creative. Of course there are times like a first purchase or a renewal. Hotel brands sometimes thank customers for their 10th or 100th stay. Thank you for the thank yous!

How To 143

How To Airlines Social Media Tips 143

ijgolding

SEPTEMBER 13, 2016

A hotel true to its word. We stayed in an independent hotel called Hotel Tres Reyes (the three kings). We had absolutely no idea what to expect from this hotel – but what we received was absolutely perfect. If you ever happen to be in Pamplona, I cannot recommend this hotel enough. The beauty of children.

Hotels 120

Hotels Customer Experience Conference Customers 120

Zeisler Consulting

JANUARY 5, 2022

If it’s the end of their shift, they’re headed to a hotel somewhere…usually either right there at the airport or a short shuttle ride away. And if part of your job is to physically go to another city, spend the night, and then go to another city, spend the night there (and so on), of course, your boss puts you up in a hotel, too.

Airlines 93

Airlines Hotels Course Consulting 93

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., Of course, the CEO of this great company wasn’t reaching out directly to me. This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. .

Survey 123

Survey Rewards Programs Airlines Hotels 123

ShepHyken

SEPTEMBER 2, 2020

I get that you may be a guest of a hotel or a restaurant. Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? Then there is the term “guest.” What about a guest at a car dealership or retail clothing store? Most people would call them customers.

Hotels 154

Hotels Connections Customer Service Training Retail 154

CloudCherry

MARCH 7, 2018

For example, the sales team for a hotel booking site might see the information customers provide on their reservation forms, and collect and store that data because they consider it valuable. Of course, there’s still the massive volume of dark data to consider, which is why businesses have to start with a question they want an answer to.

Customer Experience 186

Customer Experience Hotels Guidelines Customers 186

Bill Quiseng

JUNE 14, 2023

For hotels, offer bottled water at arrival or departure. Was that an inconvenience for the admin staff or the maintenance people, Of course. Instead, treat them a little better than they want to be treated. Serve to WOW them. For auto service repair businesses, wash the car before returning the vehicle. But it DIDN’T matter.

Hotels 109

Hotels Loyalty Wait Times Touchpoint 109

Customer Bliss

DECEMBER 26, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

QuestionPro Audience

SEPTEMBER 20, 2018

HOTEL/MOTEL/RESORT DESK CLERK. There are currently 125,000 people employed as front desk clerks working in hotels, motels and resorts, with millennials making up 52% of the total amount. Bartenders do not require any formal education, though many may have completed a bartending course. The average age of all employees is 31.7,

Hotels 102

Hotels Banking Course Report 102

Beyond Philosophy

AUGUST 12, 2021

None of this is true, of course, but we think it based on their halo of attractiveness. . For example, I tried a hotel’s shuttle service after an overseas flight. A substantial amount of information was missing about the shuttle service, but my Halo Effect about the hotel brand was that it would be okay.

Hotels 88

Hotels Sports Examples Brands 88

Steve DiGioia

FEBRUARY 29, 2016

Today’s guest post is from retired hotelier Ken Vincent, author of “So Many Hotels, So Little Time”. Of course not, not at this dealership. Formerly owned two hotels, an advertising agency, a wholesale tour company, a POS company, a leasing company, and a hotel management company. Of course. Car Dealerships.

Hotels 100

Hotels Course Advertising Training 100

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? For a hotel, that could mean an upgrade. And third, be honest and transparent, of course! Looking at the first stat is intriguing.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

Help Scout

APRIL 27, 2021

Every time I travel to Boston, I stay in the same hotel. Hotels are a dime a dozen. I could probably find a cheaper hotel within a five-minute walk from the one I always stay in, so it’s not about price or convenience. In my case, the hotel staff had other things they could be doing besides baking cookies.

Hotels 118

Hotels Customers Return on Investment Loyalty 118

Michelli Experience

NOVEMBER 14, 2017

I am delighted to have known Ed for years and am honored (beyond words) that he listed me as a member of his trusted personal board of directors in a recent article for Hotels Magazine. This week Ed Mady is being recognized as Hotelier of the World by Hotels Magazine at an awards ceremony at The Lotte New York Palace.

Brands 113

Brands Hotels Leadership Guest Experience 113

Steve DiGioia

MAY 8, 2017

Do you know the other businesses around your restaurant or hotel? You would ask someone else, get out the telephone book or of course get on the internet, plug in your zip code and search through countless results to pick the best store nearest you. If so then snap out of it! Or to your grandma?

Hotels 140

Hotels Course Management Customers 140

Maz Iqbal

SEPTEMBER 17, 2014

Specifically: It created a shared service initiative to serve groups of hotels by region. It redefined roles & responsibilities of hotel employees. Clearly to support-boost the share price and at the same time to energize the hotel employees. They acted on the hotel receptionists. So what did the hotel management do?

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100