Avaya

FEBRUARY 7, 2017

Just consider that 35% of Americans believe outer space travel will become a reality within the next 15 years. By extending communications organization-wide, customers can be immediately put in touch with the best resources—billing representative, property manager, housekeeping supervisor, event planner—to meet their exact needs.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

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

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

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. One major lesson during that time: “When does the experience begin?” About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. It’s not the best customer experience, but if you travel often, you learn to live with it. Ryan Hamilton’s and my latest book, The Intuitive Customer. Can robots help the hotel guest experience?

Hotels 143

Hotels Travel Guest Experience Consulting 143

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Micah even discusses how technology has and will change the guest experience.

eBook 60

eBook Hospitality Culture Hotels 60

ENGAGE.cx

OCTOBER 13, 2016

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. Every guest’s journey is made up of each touch point a guest has with a brand or property.

Engagement 40

Engagement Guest Experience Hotels Hospitality 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

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. And while some of the market diversification comes from the likes of Airbnb, some of it comes from hotel brands themselves, filling more varied market gaps with more interesting services and experiences.

Hotels 40

Hotels Hospitality Loyalty Travel 40

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. The travel expenses are expected to be taken care of by the employees.

Culture 69

Culture Company Policies Employee Engagement 69

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

ENGAGE.cx

SEPTEMBER 23, 2015

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. Guest Lifecycle. Guest Lifecycle. Sound too good to be true? Not in the least.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

North Highland

SEPTEMBER 16, 2019

New leads came easily, and an aggressive customer identification and acquisition process wasn’t always necessary. Brands were able to target hotel guests, resort partners, or travelers who enjoyed certain types of destinations or entertainment. Customer experience is priority number one.

Travel 45

Travel ROI CRM Entertainment 45