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.

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

Do WE Belong? Experience is Always Personal

360Connext

Experience is Always Personal appeared first on Customer Experience Consulting. Blog Customer Experience customer service Featured Microinteraction of the Month Opinion Review guest experience hospitality linkedin loyalty personalization travel travel experience

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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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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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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.

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

inContact

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.

This guy bought a restaurant with a bad reputation. Then what happened? - Frank Reactions

Tema Frank

He turned it around by focusing on customer experience. It took a lot of guts to buy the failing Wild Wing restaurant franchise in Sherwood Park, Alberta, but Kevin Sembaliuk was convinced he could manage a restaurant turnaround based on great customer experience.

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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. […].

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 […].

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 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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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.

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.

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

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

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.

Guest Blog: Five Star Hotel, Minus Five Star Service

ShepHyken

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently.

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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.

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."

5 Ways Conversational AI Can Help Your Restaurant

Interactions

With so many options for guests to choose from, it can be hard to stand out from the crowd. So, how can you meet your guests’ needs while managing costs and optimizing revenue? Here are 5 ways that conversational AI can be helpful to transform your guest experience strategy: 1.

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?

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.

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.*

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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Upcoming Courses & Conferences About Customer Experience & Metrics - Frank Reactions

Tema Frank

For some reason, the spring is a super busy time in the customer experience conferences world. Customer Experience Strategies Summit. 20% off Customer Experience Strategies Summit for Frank Reactions fans.

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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.

Customer Success Story: Hwy 55 Burgers, Shakes and Fries

ReviewTrackers

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. Customers are 43 percent more likely leave a review after a positive experience at a restaurant (ReviewTrackers).

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.

3 examples of retailers re-focusing on the in-store experience

Vision Critical

Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Customer Experience retail

Guest Blog: Five Star Hotel, Minus Five Star Service

ShepHyken

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently.

Creating the ultimate fan experience in a $1.5 billion stadium: Tips from the Atlanta Falcons and Atlanta United FC

Vision Critical

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.

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