Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. This is where hotel reputation management comes in. Hotel Reputation Management Today. Hotel Reputation Management: Best Practices and Tactics. TripAdvisor ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. A consistent experience from place to place. One that gets guests to click the BOOK button AND increases the annual yield for owners.

Case Study 100

Case Study Study Culture Guest Experience 100

Beyond Philosophy

MARCH 6, 2017

For example, when we reviewed comments from hotel guests, we found out they weren’t looking for expensive big-ticket items like a gourmet restaurant or big screen TVs with high end sound systems. Hotels Keep on Charging! Your customers are actually more likely to look for and appreciate the little things. Outrageous!

Hotels 119

Hotels Guest Experience Hospitality Social Media 119

Bill Quiseng

AUGUST 10, 2015

A hotel’s associates have more impact in building the reputation of a hotel than the general manager. Many of them have never stayed at a hotel recognized for its exceptional service. Ask frequent travelers to name the best hotel chains and they will tell you Ritz-Carlton or Four Seasons.

eBook 60

eBook Hospitality Culture Hotels 60

SurveySparrow

JUNE 28, 2023

They analyze this data to improve their content recommendations, user interface, and streaming experience, resulting in increased customer satisfaction. Implement a closed-loop feedback system: To show customers that their feedback is valued and acted upon, establish a closed-loop feedback system.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. A consistent experience from place to place. One that gets guests to click the BOOK button AND increases the annual yield for owners.

Case Study 100

Case Study Study Culture Guest Experience 100

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true?

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

CSM Magazine

APRIL 11, 2023

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. Deploying online, remote check-ins turn your guests’ smartphones into their room keys, meaning they can head straight to their rooms to begin their vacation when they arrive.

Guest Experience 52

Guest Experience Hospitality Hotels How To 52

SurveySparrow

JUNE 30, 2023

Challenges to implementing effective customer experience design Siloed Data and Systems: When different departments or teams work in isolation, it becomes difficult to create a seamless and holistic customer experience. Also, Disney has mastered the art of customer experience design with its MagicBands.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

Comm100

AUGUST 23, 2018

Starbucks’ mobile app has other interesting features that further improve the customer experience, including digital tipping, Shake to Pay, and a rewards system that incentivizes purchases by offering free food and drinks. As Michael Valdsgaard, the Leader of Digital Transformation at Inter IKEA Systems B.V., Source: GeekWire.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

delighted

JANUARY 28, 2020

Additionally, HotelTonight , which helps people find last-minute rooms at luxury hotels on-demand, sends their surveys the day after a guest checks out of a hotel. HotelTonight cares about both the booking experience in their app, as well as the complete guest experience at the hotel.

NPS 44

NPS Survey Ecommerce Hotels 44

ENGAGE.cx

SEPTEMBER 23, 2015

You jump online to check out the availability with your favorite hotel company at your targeted destination. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. Sound too good to be true? for free today.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

Avaya

JUNE 27, 2017

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.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

ENGAGE.cx

OCTOBER 14, 2015

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. Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort. The intersection of these scores defines the relationship with each guest at any given point in time.

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 40

North Highland

SEPTEMBER 16, 2019

Brands were able to target hotel guests, resort partners, or travelers who enjoyed certain types of destinations or entertainment. Once the guest experience is fine-tuned, infrastructure is strengthened, and data is intelligently collected and analyzed, the brand will be ready to boost customer acquisition.

Travel 45

Travel ROI CRM Entertainment 45

delighted

MAY 10, 2017

HotelTonight sends their surveys the day after a guest checks out of a hotel. HotelTonight cares about both the booking experience in their app, as well as the complete guest experience at the hotel. Neither of these companies will survey customers again for a few months.

NPS 41

NPS Survey e-support Hotels 41