New Leadership Role for Churches: The Pastor of Guest Experience, With Lee West [CB26]

Customer Bliss

Lee West is the Pastor of Guest Experiences — a very new role in the not-for-profit “church world” (as he calls it). He also brings in emotions of the church members surrounding their experience when making decisions. . I ask all my guests this one.

Operationalizing the Guest Experience for Hospitality

ENGAGE.cx

This version of great customer experience within the guest journey can be achieved today – and it can be achieved without spending a ton of money. Guest Lifecycle. Every guest’s journey, or “Guest Lifecycle,” is made up of each touch point a guest has with a brand or property.

How to Use Guest Experience to Create Loyal Guest Relationships in Food Service

inmoment

If you’re in the food service industry , then you’re no stranger to the guest experience. In fact, the customer experience (CX) and food service industries have evolved together overtime. Well, the food service industry was one of the first to embrace the idea of customer experience. Some experts even believe that restaurants’ need to gather guest feedback to improve their operations pushed the customer experience (CX) industry to where it is today.

4 Guest Experience Trends in the Restaurant Business: Engaged Employees, Third-Party Delivery and More!

inmoment

Each day, restaurants all over America serve tens of millions of guests. When they deliver great experiences , guests reward them with more frequent visits, larger orders, and positive word-of-mouth that drives revenue and growth. While these statistics may seem grim, focusing on guest experience can help to revitalize the numbers. The first trend that stood out was how important frontline employees continue to be in the guest experience.

Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience

Avaya

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. Customer Engagement Avaya guest experience Hospitality

How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King

Customer Bliss

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. Fernando shares 4 key marketing pillars that his team has instituted, which plays out in the way they look at their guest experience. “The expectations of people, thanks to technology, are different.

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Amazing Business Radio: Cameron Mitchell

ShepHyken

Putting People First to Achieve an Exceptional Customer Experience. Rather than putting the guests/customers first, put your employees first. How can I create the best guest experience? “Yes” is the Answer; What is the Question?

5 Essentials for a Happy Business Travel Experience

360Connext

It’s easy to complain about the parts of the travel experience we don’t like, like airplane passengers who ask to switch with me so I could get the middle seat when they want the aisle seat I’m assigned. I’ve been traveling a lot in the month of March.

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5 Top Customer Service Articles for the Week of February 25, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Every interaction is a chance for your employees to communicate the experience that your brand provides. AI should augment the process and experience, not replace it.

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Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner

Avaya

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. Why do 87% think companies fail to deliver consistent brand experiences?

No Cinderella Story: How a Bad Survey Can Ruin the Ball

MaritzCX

Disney is well known for their guest experience and this retailer is well known for the legendary way their employees treat each and every customer interaction. I recently took a retail therapy break to my favorite store.

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No Cinderella Story: How a Bad Survey Can Ruin the Ball

MaritzCX

Disney is well known for their guest experience and this retailer is well known for the legendary way their employees treat each and every customer interaction. I recently took a retail therapy break to my favorite store.

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No Cinderella Story: How a Bad Survey Can Ruin the Ball

MaritzCX

Disney is well known for their guest experience and this retailer is well known for the legendary way their employees treat each and every customer interaction. I recently took a retail therapy break to my favorite store. I won’t name names but I consider this store to be the Disney of retail. I have a shoe salesman. View Article

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Service Untitled» Blog Archive » Upcoming: The Disney Experience

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Upcoming: The Disney Experience Douglas March 20, 2009 Service Untitled 1 Comment I’m going to be going to Disney World tomorrow for a little while and I’m looking forward to being apart of and hopefully noticing some of the interesting service and guest experience tricks Disney uses in its many parks.

POS, Promoters and Perfect 10s: Retail + Net Promoter Webinar

CustomerGauge

” CustomerGauge recently had the pleasure of co-hosting a webinar with Cary Self, Senior Manager of GUEST Services and Training for Areas, to discuss customer experience (or “guest experience” as Areas calls it) in retail and best practices for using and implementing a […].

Greater Columbus Convention Center Aims to Keep Guests Happy with HappyOrNot®

Happy or Not

West Palm Beach, FL: Enhancing guest experience is a priority for the Greater Columbus Convention Center (GCCC) and installing the HappyOrNot service has helped the facility improve and retain high levels of guest satisfaction. […].

Omnichannel Solutions Offer 30% Reduction of Call Abandonment for Carlson Rezidor

NICE Systems

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty.

Amazing Business Radio: Ford Blakely

ShepHyken

Even if they’re not your direct competitors, companies like Amazon and Uber have created an expectation of a certain level of guest experience thanks to technology and convenience. A Passion for Convenience. Striking a Balance Between Business and Consumer Needs.

16 Stats You Need to Know About Restaurant Customer Satisfaction

ReviewTrackers

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. Dining Experience. Focus on Guest Experience = Increase Customer Satisfaction.

Empowering the modern hotel experience with John Paul

John Paul

In this recent article from Hospitality Technology , we learn about all the different ways that artificial intelligence is improving and streamlining the guest experience at hotels. We hear from several industry leaders, including John Paul, about the key technologies that they are using to anticipate guests’ expectations, and they look ahead to the future to predict what will come next.

How to Tell if Your Ladder of Success is Broken

Steve DiGioia

Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards and rave reviews of your service…great job. New policies are put in place that puts numbers ahead of the guest experience.

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How many “advocates for customers” work in your organization?

Wired and Dangerous

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.

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How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience

Customer Bliss

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. .

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How Iceland 'Gets' Frictionless Experiences

Think Customers

Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. Customer Engagement Customer Experience homepage

How to Turn Customer Experience Strategy into CX Execution

360Connext

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. Do you have a customer experience mission?

Optimizing the Guest Journey to Increase Customer Engagement

ENGAGE.cx

It’s fair to say the hospitality industry aims to welcome guests to its properties the way a host welcomes visitors into his or her home. Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can. Customer Experience

What Makes Great Customer Service Great?

Wired and Dangerous

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. Customer Experience Great Service Customer Service great service

CX Q&A with Blaine E. Hurst, Chief Transformation Officer, Panera

Forrester

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. We looked for the ways that technology could transform the guest experience vs. focusing on the latest gadgets for the sake of being "first" or "cutting edge."

TripAdvisor Alerts: How to Track TripAdvisor Reviews

ReviewTrackers

You can also gain valuable insights on how to deliver even better guest experiences. ReviewTrackers is a review management and customer experience platform that helps brands like Legoland, Hwy 55, Midas, US Bank, and Giordano’s leverage reviews to inform better business decisions.

Why You Can’t Be a Perfectionist Forever

Steve DiGioia

Your customers need assurance that their money has been well spent and they desire an experience second to none. Only then can you produce a product of the highest level and provide the best guest experience possible. are your expectations too high?

HITEC 2017 is Happening Now: What You Need to Know

Avaya

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.

Don't Just Ask What CX Leaders Do; Ask Why it Works for Them

Think Customers

Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerexperience cxbenchmark cxleaders forresterLast week, I stayed in two different hotels in the greater Atlanta area. One was a Ritz-Carlton, and the other a Marriott.*

My Rock, My Story: How Airbnb Uses Customer Listening to Determine Goals

Customer Bliss

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.

TripAdvisor Review Analysis: Stats Your Business Should Know

ReviewTrackers

million accommodations, airlines, experiences, and restaurants. By staying on top of what people are saying, your business can build a stronger online reputation and gain valuable insights on how to deliver superior guest experiences. How People Use TripAdvisor Reviews.

Review: Micah Solomon’s new ebook: Culture Of Yes: Practices And Principles Of Great Hospitality

Bill Quiseng

Ever since reading his book, I have been following his customer experience articles on Forbes. But rarely has the curriculum focused on the critical ingredient of a truly successful hotel operation, namely the art of hospitality, taking real care of the guest.

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Engage Every Guest like a VIP

ENGAGE.cx

This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money. Every guest’s journey is made up of each touch point a guest has with a brand or property.

Innovative Service: Delivering Service that Creates Customer Advocates

Wired and Dangerous

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.