InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Customer Bliss

NOVEMBER 8, 2016

Lee West is the Pastor of Guest Experiences — a very new role in the not-for-profit “church world” (as he calls it). I was very intrigued by this role and really wanted to understand how Lee has gone about extending customer experience into faith, which is obviously a very important part of many people’s lives.

Guest Experience 128

Guest Experience Leadership Retail Sales 128

Storyminers

FEBRUARY 2, 2016

Chick-fil-A’s operating approach is crystal clear: American restaurateurs who double down on service first also get the sales. Walt Disney Company [ DIS ] is also proof that service before sales sells better. Disney, like Chick-fil-A has taken customer experience to heart. The post Services Before Sales Sells More Chicken!

Sales 113

Sales Hospitality Guest Experience Culture 113

Bill Quiseng

AUGUST 10, 2015

Ever since reading his book, I have been following his customer experience articles on Forbes. So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. Micah even discusses how technology has and will change the guest experience. Of course it could.

eBook 60

eBook Hospitality Culture Hotels 60

Michel Falcon Experience

NOVEMBER 20, 2019

My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. We want all our team members to take ownership of the guest experience and their professional development. Michel Falcon and Melissa Smilie, a People-First Culture hire. But, guess what….

Employee Engagement 89

Employee Engagement Engagement Culture Hospitality 89

ShepHyken

OCTOBER 3, 2016

It’s all about creating the right culture! Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level. My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer.

Airlines 123

Airlines Customer Service Infographics Customer Retention 123

SurveySparrow

JUNE 30, 2023

Involves multiple departments within an organization, including marketing, sales, customer service, and operations. Aims to create positive and memorable experiences that foster customer loyalty and advocacy. Breaking down these silos and integrating data and systems is key to delivering a unified and consistent experience.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52