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

inmoment

AUGUST 27, 2019

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 guests’ experience—from the state of the food at arrival to the speed at which it arrives—in someone else’s hands.

Guest Experience 40

Guest Experience Brands eBook Survey 40

InMoment XI

SEPTEMBER 4, 2013

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.

Guest Experience 200

Guest Experience Retail Survey Interaction 200

InMoment XI

SEPTEMBER 4, 2013

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

Guest Experience 200

Guest Experience Survey Retail Interaction 200

InMoment XI

SEPTEMBER 4, 2013

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

Guest Experience 200

Guest Experience Survey Retail Interaction 200

Steve DiGioia

JULY 9, 2020

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.

Tips 147

Tips Guest Experience Advertising Policies 147

delighted

JANUARY 28, 2020

When it comes to sending Net Promoter Score (NPS) surveys, timing is everything. If you send your NPS survey too early, your customers may not have a full story to tell. If you survey too late, you could lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time.

NPS 44

NPS Survey Ecommerce Hotels 44

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

Gainsight

NOVEMBER 16, 2022

The company specializes in creating online forms and surveys that are dynamic and customizable to users’ needs. They also make it simple and enjoyable for respondents to anwer surveys questions in a visually appealing format. . ReviewPro is an end-to-end guest experience platform that serves the global hospitality industry. .

Guest Experience 52

Guest Experience Hospitality Hotels Financial 52

Blake Morgan

JULY 11, 2023

Noha Abdalla, Chief Marketing Officer at Choice Hotels International, Inc, says data is the cornerstone of the brand’s customer experience. Choice Hotels is recognized for knowing its customers incredibly well and providing a consistent guest experience, which comes from having reliable data.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

ImprintCX Articles

NOVEMBER 6, 2023

1 position in JD Powers Satisfaction Survey and sustaining that excellence while responsible for CEx. 1 in the NFL’s annual Voice of the Fan survey for best game-day experience. The first is taking Mercedes-Benz USA to the No. The second is contributing to the Atlanta Falcons achieving No.

Entertainment 52

Entertainment Culture Sports Guest Experience 52

Customer Bliss

DECEMBER 8, 2017

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. Our goal is to map key themes from customer feedback and drive continuous improvement frame by frame.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

ShepHyken

SEPTEMBER 4, 2023

The five ideas in this article are exactly what he uses when leading his team to deliver a great guest experience. Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp?

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

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

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. Roll the Guest and the Employee Experience into One . With any company, the guest experience is only half the battle. Food for Thought: Smarter Data. These initiatives create HR benefits , too.

Guest Experience 52

Guest Experience Effort Score Employee Experience Feedback 52

SurveySparrow

JUNE 28, 2023

Understand your customers: To optimize customer experience, it’s vital to have a deep understanding of your target audience. Therefore, conduct market research, surveys , and collect feedback to gain insights into their preferences, pain points, and expectations. Utilize their 14-day free trial to know more.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

Opinionator

MARCH 10, 2021

One type of survey is the comment card. The information on these cards can be anonymous and usually in the form of a survey. Business owners use the data to improve the guest experience. It can also help improve the services and products and develop strategies for customer loyalty.

Feedback 87

Feedback Guest Experience Hospitality Customers 87

Alida

OCTOBER 27, 2017

Overall, 66 percent of those surveyed by Consumer View said they go to stores because that’s how they prefer to shop. It’s revamping its in-store park experience in tandem with its ecommerce destination, shopDisney, which offers the best of Disney , Pixar, Star Wars and Marvel products. Make it magical.

Retail 154

Retail Examples e-support Entertainment 154

Kustomer

JUNE 9, 2021

Not only is it critical for businesses to solve a customer complaint the first time, it can truly sway a customer’s lifelong experience with that brand. According to an American Express survey , U.S. consumers were willing to spend more when companies provided exceptional customer service.

Tourism 96

Tourism eBook Exceptional Customer Service Guest Experience 96

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. Roll the Guest and the Employee Experience into One . With any company, the guest experience is only half the battle. Food for Thought: Smarter Data. These initiatives create HR benefits , too.

Guest Experience 40

Guest Experience Effort Score Employee Experience Feedback 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. Smart tools and communication hubs allow you to deploy many of the above systems quickly and easily to form a multi-pronged solution to optimize the overall guest experience.

Guest Experience 52

Guest Experience Hospitality Hotels How To 52

Opinionator

NOVEMBER 29, 2020

Online surveys, embedded on your site. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. A digital comment card enables point of experience customer feedback.

Feedback 94

Feedback Case Study Guest Experience ROI 94

Opinionator

FEBRUARY 22, 2021

Online surveys, embedded on your site. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. A digital comment card enables point of experience customer feedback.

Feedback 86

Feedback Case Study Guest Experience ROI 86

Opinionator

NOVEMBER 29, 2020

Online surveys, embedded on your site. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. A digital comment card enables point of experience customer feedback.

Feedback 88

Feedback Case Study Guest Experience ROI 88

Alida

JANUARY 26, 2017

Instead of obsessing over the ROI of everything, the company believes that dollars and cents will work themselves out later if the fan experience comes first. “We We want to ensure that all elements of the guest experience are as great as they can be,” shares Schohl. We weren’t getting enough responses,” explains Schohl.

Sports 90

Sports Entertainment Tips Guest Experience 90

Opinionator

NOVEMBER 29, 2020

Online surveys, embedded on your site. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. A digital comment card enables point of experience customer feedback.

Feedback 52

Feedback Case Study Guest Experience ROI 52

SurveySparrow

JUNE 30, 2023

This visual representation helps you pinpoint areas for improvement and design better experiences. For this, you can use tools like SurveySparrow’s collaborative survey builder. Ideation and Prototyping: Brainstorm ideas and create prototypes to visualize and test your customer experience concepts.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

PeopleMetrics

FEBRUARY 26, 2015

And yes, they really did conduct performance reviews, invest in training, and administer employee engagement surveys. The extra scoop on top became their customer experience hallmark. Westin Hotels pioneered the Heavenly Bed, turning the hotel guest experience into one centered on the feeling of rest and rejuvenation.

Customer Experience 48

Customer Experience Hotels Guest Experience Employee Engagement 48

ReviewTrackers

MAY 15, 2017

2017 Local Search Survey ). In the real world, a good hotel manager doesn’t hide away in the office; instead, he or she is present in the lobby, or walking around the hotel, in order to connect with guests as well as get the staff together to deliver the best possible guest experience. Social Media Link ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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

ReviewTrackers

JULY 27, 2017

This is true not only because it will help provide a better guest experience, but because alcohol is the biggest profit generator for restaurants and your staff should be ace liquor salespeople. Your guests will appreciate it. Survey Says: 33% of Restaurant-Goers Never Dine Below 4-Stars.

Training 50

Training Communication Poor Customer Service Guest Experience 50

Service Untitled

MARCH 20, 2009

Disney is a very interesting company that written about before and I’m hoping to come back from my short trip with some great post ideas.

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

delighted

MAY 10, 2017

Survey too early and your customers may not have a full story to tell. Survey too late, and you lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time. Survey timing affects both of these simultaneously. Surveying doesn’t have to be limited to first-time buyers.

NPS 41

NPS Survey e-support Hotels 41

CSM Magazine

SEPTEMBER 28, 2016

A strong Disney principle is that cast members should treat each other as they would a guest. The Disney formula for success is: “A quality guest experience + a quality cast experience + quality business practices = the future.”. People are never hired; they’re “cast for a role.”

Customer Focused 40

Customer Focused Company Airlines Culture 40

SurveySparrow

DECEMBER 20, 2018

It is a place where the magic really happens and guest experience is the core of the company. Conduct employee engagement surveys as often as you could, show them that you are listening and that you value them. The employees are expected to carry out strange tasks to keep up the show magical. Sometimes, all they need is that.

Culture 69

Culture Company Policies Employee Engagement 69

SurveySparrow

OCTOBER 12, 2023

Now, are you wondering “Isn’t that what a survey does?” While surveys and questionnaires are often used interchangeably, they refer to completely different aspects of data collection. It’s the tool used within a survey to collect data. It’s the tool used within a survey to collect data.

Examples 52

Examples Survey Analysis Groups 52