Customer Bliss

APRIL 19, 2019

You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. Establish a Framework to Connect All Facets of Your Business.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

Wired and Dangerous

DECEMBER 15, 2014

We were amazed by Jason’s attention to detail and desire to provide a great guest experience. He is a great service leader continually role modeling the service experience he is looking for from his employees. Are your customers advocates for your organization? Is that your preference?’ Jason asked.

Innovation 129

Innovation Guest Experience Customer relationships Customers 129

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

Magellan Solutions

DECEMBER 4, 2023

The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Significance in the Hospitality Tapestry At the core of exceptional guest experiences lies ongoing management. It connects every step of a guest’s journey. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Avaya

FEBRUARY 7, 2017

This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. Build/embed custom communications into the CX: Hoteliers can tap into new engagement opportunities by creating or embedding custom, real-time communication capabilities into the customer experience.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

ReviewTrackers

MAY 11, 2018

The end-to-end guest experience — from research and reservations to ordering, delivery, consumption, and payment — can now happen in a handful of screen taps or mouse clicks. Satiated with choices, consumers are demanding innovation in ways that drive industry trends, menu offerings, and entire operations. Dining Experience.

Customer Satisfaction 93

Customer Satisfaction Guest Experience Trends Tips 93

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

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

CSM Magazine

JUNE 15, 2021

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. Prior to that, he led insights teams for several years. About Avtex.

Retail 52

Retail Guest Experience Contact Center Consulting 52

ImprintCX Articles

NOVEMBER 6, 2023

Exceptional organizations focus on developing and continuously innovating their culture, it doesn’t just happen on its own. Q: While all customers should be treated well, do you think all customers should be treated exactly the same? Q: What is your most favorite customer experience memory?

Entertainment 52

Entertainment Culture Sports Guest Experience 52

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. Check out some of the latest product innovations available now to close experience gaps and deliver breakthrough experiences. XM Institute Benchmarks.

Innovation 39

Innovation Social Media NPS Contact Center 39

Alida

OCTOBER 27, 2017

An essential part of that experience, however, is tying the brick-and-mortar visit with a digital-mobile relationship, said Johnson, so Starbucks is investing in elevating the in-store experience and the digital-mobile connection with customers simultaneously. In-store inventory innovation secures customer loyalty.

Retail 154

Retail Examples e-support Entertainment 154

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Understanding Customer Experience Design What is CX design, you ask?

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

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? Their focus on innovation distances them.

Sales 113

Sales Hospitality Guest Experience Culture 113

Think Customers

MAY 10, 2016

These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.

Customer Experience 40

Customer Experience Hotels Guest Experience Conference 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Totango

JUNE 25, 2020

Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. Last week we had the exciting opportunity to hear from Ilana Brown, VP of Customer Success at SevenRooms.

Hospitality 62

Hospitality Industry Guest Experience Customer Success 62

Forrester

JUNE 4, 2015

At Forrester's Forum for Customer Experience Professionals , June 16 & 17, Blaine Hurst, Chief Transformation Officer at Panera, will be sharing lessons learned from this massive innovation initiative. a truly enhanced guest experience, powered by technology and enabled by ops excellence.

Guest Experience 40

Guest Experience Customer Experience Professionals Innovation Technology 40

Smith+co CX

DECEMBER 8, 2020

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. We enjoyed a wonderful leisurely silver-service breakfast experience served by smiling and attentive staff. Reinvent your Customer Experience. Top Global Brands 2020).

Hotels 36

Hotels Hospitality Guest Experience Innovation 36

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. If you are new to the podcast, welcome.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Forrester

MAY 2, 2015

And that means it's time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum For Customer Experience Professionals in New York (CXNYC), June 16th and 17th. This year's event features more guest speakers, from a wider range of industries, than ever before. Why these folks?

Guest Experience 40

Guest Experience Hotels Customer Experience Professionals Innovation 40

Forrester

MAY 2, 2015

And that means it's time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum for Customer Experience Professionals in New York, June 16 and 17. This year's event features more guest speakers, from a wider range of industries, than ever before. · Blaine E. Why these folks?

Guest Experience 40

Guest Experience Hotels Customer Experience Professionals Groups 40

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Employees are supposed to focus on helping customers, not selling products.

Customer Focused 40

Customer Focused Company Airlines Culture 40

Avaya

NOVEMBER 7, 2018

Organizations are realizing that just as they need to deliver digital experiences in the ways consumers demand, they must empower employees to innovate and disrupt. And I’m evangelizing this message to customers, partners, and organizations around the globe. Yet this is a delicate balance to strike.

Communication 71

Communication Guest Experience Hospitality Healthcare 71

SurveySparrow

DECEMBER 20, 2018

When your employee snarks at your customer or is not generally positive, do you think the blame is on your employee alone? Customers identify your company with the employees they happen to get in contact with, making it your most important touch-point. They claim that half of Dropbox’s innovations took birth in these Hack Weeks.

Culture 69

Culture Company Policies Employee Engagement 69

Smith+co CX

SEPTEMBER 26, 2013

However, a recent feature by the Sunday Times found that despite all the investment in improving services, hotels all too often fail on the customer experience. So why is it that as brands get more sophisticated in their technology and more innovative in their attempts to dazzle us, they fail to deliver a great experience?

Hotels 34

Hotels Customer Experience CEM Course 34

Experience Investigators by 360Connext

JULY 16, 2019

Do you know your customer experience strategy? I talk to many leaders about their customer experience strategy, and confidence in CX execution is a consistent concern among them. There is fanfare around customer experience ideas. Not enough to make a difference to your customers. But then what?

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

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

Oracle

MAY 1, 2019

One of the key findings from WeddingWire’s 2019 Newlywed Report indicated that an emphasis is placed “on personalization and creating a full guest experience.” Tech innovations transform what may be the biggest day of brides’ and grooms’ lives, while also giving guests an unforgettable experience.

Guest Experience 81

Guest Experience Social Media Report Trends 81

C Space

AUGUST 5, 2018

It’s hard to find a C-suite perspective that doesn’t point to the need for customer centricity; to hardwire the customer into the heart of business decision making. An opportunity to bring the customer, and customer insight, inside a business in an unprecedented way. 2) Agile 24/7 access to customers.

Retail 40

Retail Customer Centricity Study Travel 40