Customer Bliss

OCTOBER 30, 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. . But why not?

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

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

Beyond Philosophy

MAY 25, 2023

However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. Booking a Hotel for Vacation Book your hotel online. Arrive and check in at the hotel. Use the hotel services.

Customer Journeys 78

Customer Journeys Hotels Travel System 78

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

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. Brands that have a high following and loyalty have found a way to consistently engage their fans and keep them coming back. The Rosewood Mayakoba resort, already mentioned above, is one good example of this; the Art Series Hotels are another.

Industry 218

Industry Strategy Hospitality Hotels 218

CSM Magazine

AUGUST 14, 2020

In the regular world, obtaining customer loyalty is an important goal for any business to achieve. Nowadays, customer retention is not just a yummy dessert but the main course: the bread and water; the filet mignon and wine of post-COVID business survival. For us, it results in more loyalty and trust. C losed feedback loops.

Loyalty 85

Loyalty Strategy CRM Customer Retention 85

Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. We know that building loyalty requires more positive interactions than negative ones. 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. Look for milestones.

How To 372

How To Airlines Social Media Tips 372

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. To earn customer loyalty, Be the Customer and Create Their Experience. In order to earn customer loyalty, you need to create an experience for each customer. For hotels, offer bottled water at arrival or departure.

Hotels 109

Hotels Loyalty Wait Times Touchpoint 109

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

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

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? My Comment: Here’s an interesting take on loyalty programs. For a hotel, that could mean an upgrade.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

Calabrio

OCTOBER 19, 2022

This year’s theme was “Power Up,” and little did we know how fitting this theme would be, after Hurricane Ian changed course. Brand Guardianship Is Key to Consumer Loyalty. The State of the Contact Center Report 2022 revealed that consumer loyalty is fleeting which directly impacts brand revenue.

Connections 147

Connections Contact Center Analytics Travel 147

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

Experience Investigators by 360Connext

NOVEMBER 22, 2022

” Of course, I was proud of my kids for being polite. We know that building loyalty requires more positive interactions than negative ones. 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. Look for milestones.

How To 143

How To Airlines Social Media Tips 143

ShepHyken

FEBRUARY 12, 2024

Ultra Luxury Generation Divide: Courting the Next Generation’s Loyalty by Michelle Collins (SmartBrief) It’s a period of courting for both consumers and ultra luxury brands. Both assume that their loyalty is a privilege and an earned reward, respectively. Of course, customer service and experience hover over all of these.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. Brilliantly, Voxi has spun this very feature into a loyalty driver.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. In legacy banking loyalty models, these customers are instead prone to disloyalty in exchange for tiny rewards, and likely to be of very poor lifetime value (LTV) to your business.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Zeisler Consulting

NOVEMBER 30, 2020

My partner and I actually had a hotel cancel our reservation after the world ended. Of course, this isn’t just a gripe-session. This spring and summer have been rough on travel. It was probably the somewhat complicated nature of the way we originally placed the reservation that made getting our refund such a mess.

Loyalty Programs 93

Loyalty Programs Hotels Retail Course 93

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

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. Wowing your customers creates deeper loyalty and delight and promotes meaningful usage for years to come.

Hotels 117

Hotels Customers Return on Investment Loyalty 117

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Service Untitled

OCTOBER 8, 2013

Of course, in football every yard gained by the offense means the defense has given that yard up, yet it is the offense who has to score. Remember the defensive position is reactive; responding by emails, calls, live chats, and social media with the end result of loyalty. ” The less an organization does, the less the cost.

Loyalty 70

Loyalty Customer Service Hotels Social Media 70

ijgolding

SEPTEMBER 18, 2014

Unfortunately their plans this year were completely thrown off course when in July after a series of tests my dad, William, was diagnosed with cancer. My Dad is currently undergoing his treatment with a rigorous course of Radiotherapy and Chemotherapy. Like any family, this is the news we never wanted to hear. is non-refundable.

Airlines 211

Airlines Travel Social Media Course 211

Service Untitled

JUNE 16, 2011

Entrepreneur magazine writer Micah Solomon stated there are several important elements retailers need to concentrate on in order to gain customer loyalty. Those become the retailers who win my customer loyalty. Reward programs instrumental for customer loyalty Consumers are definitely making wiser purchases than they did years.

Loyalty 43

Loyalty Rewards Programs Hotels Retail 43

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

Qualtrics

FEBRUARY 16, 2021

In the case of a hotel for example, guests are involved from the booking stage, right through to check out, before (hopefully) re-booking for next time. Businesses that have designed new experiences for customers inside of the current trends have a better chance at adapting to customer need and increasing customer loyalty in the long-run.

Guest Experience 49

Guest Experience Trends Tips Hotels 49

Helen Dewdney

SEPTEMBER 3, 2019

Our family have holidayed in a lovely hotel in Majorca, part of the Fergus chain, a few times. I was offered the best MASSIVE suite in the hotel for the price of what we usually paid for the normal room! In fact, when we stayed the hotel was full. That was from the hotel in Majorca, he kept it on for weeks, it was purple!

Customer Expectations 63

Customer Expectations Hotels How To Case Study 63

C3Centricity

JANUARY 4, 2021

In appreciation of your loyalty, we have summarised the top twenty articles of this year, so you can check them out if you missed any of them: #1. Of course, it is also a great read if you work in the CPG / FMCG industry. #12. Either way, we’d like to thank you all for your support in 2020. So what’s the problem?

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Magellan Solutions

OCTOBER 28, 2021

As a result, customers can easily shop, pre-book, enhance in-flight options and earn loyalty in real-time. Of course, product trials are also one of their assets. . Additionally, a wristband – The MagicBand – given upon entrance allows you to: Unlock your hotel rooms. Charge food and goodies to the hotel room.

Omni-Channel 52

Omni-Channel Contact Center Airlines Marketing 52

NetBase

APRIL 14, 2020

People are talking about travel – and it’s not all about boycotts or travel bans, which of course makes for salacious news in and of itself. A 2019 NetBase report on travel and hospitality gives us insight into the overall passion toward the industry, as well as the brands winning consumer loyalty.

Travel 81

Travel Airlines Social Media Consumers 81

Currency Alliance

MARCH 24, 2020

Currency Alliance is offering fee-free exchanges of loyalty currencies, between travel and non-travel brands, for the next six months. Travel brands are suffering from Covid-19 more than most, with the grounding of aircraft, and very low occupancy for those hotels which have not yet closed.

Travel 40

Travel Loyalty Programs Airlines Hotels 40

Wired and Dangerous

MARCH 14, 2016

This level of expectations represents a dramatic shift in what is required to insure customer loyalty — the stuff of growth and profits. We were working with a client in San Jose, CA and staying at one of our favorite Marriott hotels. Here’s one example from our many travels.

Hotels 70

Hotels Travel Insurance Loyalty 70

Chadwick Martin Bailey

OCTOBER 9, 2020

Of course, you can! A hotel chain brought us in at Stage 4 , once they’d already ideated scores of new ideas for their loyalty program. Revisiting prior steps is part of the process. Though you do eventually converge on the best solution! You may be asking yourself…what if I’m not starting at Step 1: Empathize ?

Loyalty Programs 59

Loyalty Programs Hotels Innovation Consumers 59

Magellan Solutions

AUGUST 25, 2021

A brand’s image gives the company personality, relatability, and encourages brand loyalty. . A good first impression is the catalyst to a lifetime relationship with a customer and creates brand loyalty that leads to repeat business. . People turn to reviews and base their next course of action on that. We Start with Training.

Hospitality 52

Hospitality Call Center Social Media Hotels 52

C3Centricity

JANUARY 13, 2021

In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. Of course, it is also a great read if you work in the CPG / FMCG industry. #12. Five Rules of Customer Observation for Greater Success.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Beyond Philosophy

OCTOBER 25, 2019

Having worked with and written about the Ritz Carlton Hotel Company, Dr. Michelli knew a bit about the elevated experience of luxury hotels. However, that was the established business model, a traditional hotel experience. In this case, technology has provided a disruptor gap in the hotel business by changing customer behavior.

Hotels 104

Hotels Travel Hospitality Consulting 104

Strativity

JANUARY 6, 2023

In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. Behavioral changes that used to unfold over the course of a decade now happen in a matter of months. Some industries are already doing this well. Seek connection, not perfection. Seek connection, not perfection.

Brands 52

Brands Apparel Airlines Hotels 52