InMoment XI

FEBRUARY 7, 2024

This method represents a novel and comprehensive strategy for an industry that, for many years, has predominantly focused on survey data, offering a limited perspective. Hotels can then leverage these insights to elevate guests’ experiences before, during, and after their reservation. Integrated CX makes this a reality.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

JUNE 5, 2024

Omnichannel CX Analytics: Processes text from surveys, social media, voice, reviews, chat, email, and more to understand VOC, trends, and emerging topics, often paired with metrics to analyze impact and churn.

Analytics 260

Analytics Effort Score Social Media Innovation 260

inmoment

SEPTEMBER 19, 2019

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. Here are a few strategies to get you started: Improving Experiences Today.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

Customer Bliss

OCTOBER 25, 2018

You’ll also hear from Lee West , Pastor of Guest Experiences at Gateway Church , who shares how his personal experience witnessing new church member isolation inspired him to map a welcoming strategy to make these new members feel more included and engaged with the community. Inspire what you want to be delivered. -

System 162

System Hospitality Customer Experience Guest Experience 162

Customer Bliss

DECEMBER 8, 2017

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Steve DiGioia

AUGUST 5, 2015

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. But now look at you. Employee morale is second to meeting budget. This is backwards thinking.

How To 100

How To Guest Experience Policies Meeting 100

inmoment

APRIL 22, 2019

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. A leader of a large Mississippi-based franchise group noted: “we have two businesses: people and pizza.”.

Guest Experience 40

Guest Experience Trends Engagement Conference 40