Home away from home: Guest experience in hospitality

Lenati

As the hospitality sector heads into uncharted waters, the guest experience needs to remain top-of-mind. The post Home away from home: Guest experience in hospitality appeared first on PK.

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

The company needed a unified system to better support the guest experience, which is at the heart of everything it does, and to solve the challenges it faced with its old system: high abandonment rates due to a lack of scalability, poor visibility into performance, inefficiencies and the need for reliable business continuity in the event of weather or electrical blackout events.

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Guest Experience Management will make your Restaurant Profitable. Here’s How!

SurveySensum

Give reasons to your restaurant guests remember you for the best-in-class experience you deliver. Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Real-time and actionable insights can drive a successful guest experience management for restaurants. Let’s explore more on taking the pulse of today’s ultra-modern guests.

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

Advantages of the Cloud Call Center Best Practices CRM Customer Experience Multi-channel Contact Center NICE inContact CXone Omnichannel Using the NICE inContact PlatformRadisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups.

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The guest journey in 2020: A crucial tool to adapt your guest experience

Lenati

The post The guest journey in 2020: A crucial tool to adapt your guest experience appeared first on PK. Articles Customer experience Retail and Consumer Strategy and Design

Guest experience: Trends, tips & Best practices for 2021

Qualtrics

The guest experience could be the difference between whether a guest returns or not. Explore the ways that organizations can use guest experience as a key factor of their success. What is guest experience? Understand the end-to-end guest journey.

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). I was very intrigued by this role and really wanted to understand how Lee has gone about extending customer experience into faith, which is obviously a very important part of many people’s lives. He also brings in emotions of the church members surrounding their experience when making decisions. . I ask all my guests this one.

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. For example, they can uniquely differentiate themselves by embedding video into the mobile customer experience. By doing so, guests can escalate any mobile interaction to a video chat session with the touch of a finger—anytime, anywhere via an integrated mobile app (more on this below).

Take a Bite out of Interactions Guest Experience Platform for Food Services

Interactions

We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. With GXP, we’ve taken that expertise and experience and applied it to the Food Services industry to revolutionize digital ordering and guest care. This leads to long wait times and frustrated guests–who eventually hang-up the phone and leave or drive by long drive-thru lines–resulting in lost sales. The Guest Experience Platform (GXP).

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. The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. Guest Lifecycle. Guest Sentiment. Guest Value Index.

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.

How Hospitality and Entertainment Brands Can Future-Proof the Guest Experience

inmoment

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. One of the biggest challenges that I’ve seen businesses face today is creating experiences that are both consistent and memorable. Here are a few strategies to get you started: Improving Experiences Today.

How Restaurant Brands Can Guarantee Great Guest Experiences with Third-Party Meal Delivery

inmoment

So if your restaurant isn’t available on food delivery apps, guests may move on to your competition. . But those wary of jumping on board with a restaurant delivery brand like Grubhub and DoorDash worry about putting their guestsexperience—from the state of the food at arrival to the speed at which it arrives—in someone else’s hands. There’s also the startling fact that one-fourth of delivery drivers admit to sneaking a bite of a guest’s food.).

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.

5 Top Customer Service Articles For the Week of January 25, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Mission-Driven Customer Experiences (CX): A Guide by Nate Brown. 5 Step Plan to Create the Perfect Guest Experience by Patrick Landman.

Do WE Belong? Experience is Always Personal

Experience Investigators by 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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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.

5 Essentials for a Happy Business Travel Experience

Experience Investigators by 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. But I enjoyed some little touches and thought I’d praise those companies who thought about the experiences enough to make my travels a little more enjoyable. What are some of the little things that create a happy travel experience for you?

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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. Quotes: “We take care of our people, our people take care of our guests, and our guests then take care of our company.” – Cameron Mitchell. “We’ll Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

Amazing Business Radio: Rupesh Patel

ShepHyken

Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. The first step to creating an amazing experience is raising your brand standards. Ask yourself what you can do to make your customers feel special and elevate the experience they have with you. The Hospitality Mentality.

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. My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer.

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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? They must transform traditional client-facing processes—welcoming guests, carrying luggage, front desk registration—with technology that is open, agile, and integrated enough to support the future of the customer experience.

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. Retail

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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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.

What’s More Important? – Tip #6

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. Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What’s more important?

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

NICE 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. For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest reservation contact centers had its own challenges.

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 […]. “We’re becoming not just a stop along the way, but a desired destination.”

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 homepageI recently visited Iceland's capital, Reykjavik, for a four-day vacation. Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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. […]. The post Greater Columbus Convention Center Aims to Keep Guests Happy with HappyOrNot® appeared first on HappyOrNot.

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. Your customers will come to desire and even expect this same level of service and guest experience from you, too. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

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.*

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.

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."

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. Restaurant guests are more likely to leave high ratings on Facebook than on any other review site. Also, customers are 43 percent likely to leave a review after a positive experience at a restaurant; on the other hand, after a negative experience, customers are 46.7

How to Use Guest Feedback to Drive Organizational Success

inmoment

Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. . From leveraging the power of data to improving employee and customer interactions, this webinar discusses how each department across your organization can leverage customer feedback to make better business decisions and improve the overall experience.