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

Travel 244

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.

Travel 291

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.

Retail 260

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 200

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. […].

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.

Sports 187

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 […].

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.

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.

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. .

System 183

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.

How To 165

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

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

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

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.

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."

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.*

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.

Course 137

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.

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.

Sports 183

Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56

Customer Bliss

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?”

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

What’s Your Signature? The Importance of Defining Brand Moments

Michelli Experience

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. Branded Customer Experience.

Brands 141

LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook

Up Your Service

This service revolution lead to rapid improvements in service culture and guest experience, which in turn lead to sustained financial improvements on a quarter-on-quarter basis. LUX* Resorts: Staging a Service Revolution in a Resort Chain .

LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook

Up Your Service

This service revolution lead to rapid improvements in service culture and guest experience, which in turn lead to sustained financial improvements on a quarter-on-quarter basis. LUX* Resorts: Staging a Service Revolution in a Resort Chain .

How to Create a Competitive Analysis for Restaurants

ReviewTrackers

A competitor is a restaurant that offers a similar guest experience to you in the same market. Competitive analysis helps you understand what makes your restaurant different than the restaurants that are similar to yours.

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.

eBook 92

Q&A: Lessons in Delivering a Luxury Customer Experience

Think Customers

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. Brant, Director, Global Guest Experience & Innovation at Dorchester Collection , a luxury hotel operator whose properties include The Beverly Hills Hotel, The Dorchester, and Hotel Bel-Air.

Be Prepared – Will Your Robotic Experience Work For You?

Beyond Philosophy

It’s not the best customer experience, but if you travel often, you learn to live with it. They’re hoping to make the experience better for both guests and employees. The Robot Experience. The personal touch of the experience had gone, been lost and missed.

Hotels 142

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.

Don't Just Ask What CX Leaders Do, Ask Why It Works For Them

Forrester

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. But one aspect of the experience there drove me nuts. This example serves as a great reminder that no experience is inherently good or bad. customer experience benchmarking. CX Index Customer Experience customer experience benchmarking measure CX