CX Centric

OCTOBER 8, 2021

About CX Centric Conversations CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. It is the Guest Experience with which the keynote speakers of this great event gave much more attention in their presentation.

Hospitality 52

Hospitality Guest Experience Hotels Travel 52

inmoment

SEPTEMBER 19, 2019

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. Here are a few strategies to get you started: Improving Experiences Today.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. If you market well but the experience isn’t there, your marketing won’t stick. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer service expert Chip Bell sets the stage with a story. How many of your employees haven’t experienced what it’s like to be a customer of yours? Here are my top five picks from last week.

Customer Service 157

Customer Service Guest Experience Loyalty Programs Hospitality 157

CSM Magazine

MAY 12, 2022

While owning a vacation rental can work in your favor, the key to generating income boils down to quality customer service and experiences. How can you ensure you’re providing the best customer service and experience? A customer’s experience starts when they access information about your vacation rental.

Customer Experience 52

Customer Experience Tips Travel Entertainment 52

CSM Magazine

AUGUST 22, 2023

One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience. But how can hotels stay on top of their Customer Experience (CX) game using chatbots? The key lies in crafting up-to-date chatbot flows and experiences.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

Gainsight

NOVEMBER 16, 2022

At every Pulse Conference, we celebrate excellence in customer success, product experience, and community by recognizing the top GameChangers in the industry who never stop challenging the status quo. The company’s innovative solutions are comprehensive, intuitive, and support customers on every step of the advisor journey.

Guest Experience 52

Guest Experience Hospitality Hotels Financial 52

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

CSM Magazine

JUNE 15, 2021

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights.

Retail 52

Retail Guest Experience Contact Center Consulting 52

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps. They want it?

Hotels 52

Hotels Marketing Guest Experience Travel 52

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Want to “deliver delight” to your customers?

Customer Service 70

Customer Service B2C B2B Guest Experience 70

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. Here are my top five picks from last week.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

BirdEye

MARCH 4, 2024

Encouraging customers to leave feedback that highlights all the desirable aspects can be a daunting task. The study also revealed that customers read around two to five reviews before forming an opinion about any business. To transform these views into actual guest visits, enhancing your online review strategy is crucial.

Examples 109

Examples Social Media Hospitality Guest Experience 109

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Fox Metrics

MARCH 8, 2023

Online ordering through takeout apps, reservation platforms, and website visits all channel customer information, creating guest profiles. That information has become invaluable to personalizing guest experiences when ordering or visiting restaurants. Customers prefer a slimmer, more focused menu.

Data 52

Data Analytics Guest Experience Hospitality 52

Interactions

MARCH 6, 2019

So, how can you meet your guests’ needs while managing costs and optimizing revenue? With conversational AI, you can let your customers order food and engage with your restaurant digitally while freeing up resources to focus on more crucial tasks. Giving your guests an easy and stress-free way to order their food is crucial.

Rewards Programs 89

Rewards Programs Multi-Channel Guest Experience Conference 89

CSM Magazine

MARCH 16, 2022

PCI Pal , the global provider of cloud-based secure payment solutions – has supported restaurant group Fridays UK with the implementation of its PCI Pal Agent Assist solution, to ensure full PCI compliance when handling customers’ telephone-based card payments. It’s been a really good experience.”

Groups 52

Groups Multi-Channel Guest Experience Government 52

ShepHyken

OCTOBER 31, 2017

Josh also explains how to recover from service failures and gain loyal customers. If you have customers (and I know you do), this this is a powerful must-listen-to episode of Amazing Business Radio! Validate the customer’s comments even if you don’t agree with what is being said. T – Thank: Thank the customer for the complaint.

Tourism 106

Tourism Entertainment Guest Experience Hospitality 106

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. How do we train customers to ask for the service? Hint: they don’t.

Sales 113

Sales Hospitality Guest Experience Culture 113

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

Avaya

JUNE 27, 2017

Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. And 67% would sign up for location-based coupons and alerts.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

ShepHyken

SEPTEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service: Where We Are and Where We Are Going by Fara Haron. My Comment: What does the future of customer service look like? 6 Tech Advances That Will Enhance Customer Experience by Kelechi Okeke.

Customer Service 88

Customer Service Contact Center B2B Guest Experience 88

BirdEye

JUNE 21, 2023

In today’s cutthroat business world, staying informed about your competition is more crucial than ever. A competitor analysis evaluates the choices your customers have when shopping for your product or service. Airbnb monitors guest feedback without taking on the burden of hundreds of guest rooms.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

Magellan Solutions

JUNE 10, 2021

Excellent customer service means never allowing the concierge desk to sit empty. From customized virtual receptionist services for vacation home rentals, and bed and breakfasts. We work with you to create the ultimate guest experiences. We want to ensure an exceptional customer experience. TALK TO US!

Hotels 52

Hotels Entertainment Hospitality Call Center Solutions 52

Avaya

MARCH 13, 2017

Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. So, why do 65% of customers still believe they put in more effort than a brand to resolve service issues?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

SurveySparrow

OCTOBER 12, 2023

A questionnaire is a structured set of questions designed to gather specific information. It consists of a set of well-thought-out questions designed to gather specific information from people. A questionnaire is a set of structured questions designed to gather specific information from respondents. Conciseness: Be precise.

Examples 52

Examples Survey Analysis Groups 52

ReviewTrackers

MARCH 21, 2019

million accommodations, airlines, experiences, and restaurants. User reviews of your business on TripAdvisor also have the power to bring customers in or drive them away. For more comprehensive information, read our complete guide to TripAdvisor for Business. Respond to your customers. TripAdvisor Review Analysis.

Analysis 56

Analysis Hotels Travel Guest Experience 56

Opinionator

NOVEMBER 29, 2020

Businesses should make the switch to a digital alternative that erases the issues with customer comment cards and delivers on the spot, actionable feedback. Customer defection rates are getting worse. A typical American business will lose 15 percent of its customers each year. Defecting customers cannot be salvaged.

Feedback 94

Feedback Case Study Guest Experience ROI 94

ReviewTrackers

APRIL 17, 2017

Customers expect a positive experience when they dine at your restaurant. Online reviews are a vital source of customer feedback to improve the guest experience. They’re also a key source of information for customers when searching for a restaurant. Customers are 46.7 ReviewTrackers).

Customer Success 62

Customer Success Guest Experience Trends Feedback 62

Opinionator

FEBRUARY 22, 2021

Businesses should make the switch to a digital alternative that erases the issues with customer comment cards and delivers on the spot, actionable feedback. Customer defection rates are getting worse. A typical American business will lose 15 percent of its customers each year. Defecting customers cannot be salvaged.

Feedback 86

Feedback Case Study Guest Experience ROI 86

Playvox

APRIL 14, 2022

Service standards help to establish positive and effective interactions between a customer and a business. For example, in a restaurant, customers expect a level of promptness, friendliness, service-mindedness, and food-oriented knowledge. A large part of their customer experience success is due to careful workforce planning.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

Alida

JANUARY 26, 2017

AMB Sports & Entertainment (owner of Atlanta Falcons, Atlanta United FC and Mercedes-Benz Stadium) knows that the experience in the new stadium needs to match the building’s beauty and grandeur. At Atlanta Falcons, improving the fan experience starts from the top. Assemble a team focused on fan experience.

Sports 90

Sports Entertainment Tips Guest Experience 90

Opinionator

NOVEMBER 29, 2020

Businesses should make the switch to a digital alternative that erases the issues with customer comment cards and delivers on the spot, actionable feedback. Customer defection rates are getting worse. A typical American business will lose 15 percent of its customers each year. Defecting customers cannot be salvaged.

Feedback 88

Feedback Case Study Guest Experience ROI 88

LoyaltyPlus

JUNE 12, 2022

There are opportunities to be had by implementing a loyalty programme to establish a direct relationship with guests. Using information about people’s interactions and preferences, accommodation purchases and amenity rewards can significantly enhance the overall guest experience and result in return visits.

Hotels 52

Hotels Self Service Tourism Guest Experience 52

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. The ‘destroying cluster’ lurks at the low end of customer emotions.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

Opinionator

MARCH 10, 2021

As an business owner, you know that customer feedback is valuable. Specifically critical when determining a customer’s needs and tastes, and if the business is delivering on them. It can also help improve the services and products and develop strategies for customer loyalty. What is a Customer Comment Card?

Feedback 87

Feedback Guest Experience Hospitality Customers 87