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Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan. Landing on the list of Travel + Leisure’s “World’s Best Hotels” is one among many of their noted accomplishments.

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Your Hotel SHOULD Sweat the Little Things

Steve DiGioia

A recent overnight hotel stay proved to me that just because one aspect of a business runs well doesn’t mean that all the others do too. Hotel franchisees must follow strict adherence to marketing, branding, RevPar, etc. Management attention to detail hotel sweat the little things

Outrageous! Hotels keep on charging!

Beyond Philosophy

Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. hotels are expected to add on $2.55 What hotel charge has irked you the most?

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams


Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be.

Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience


So, how can hotels stay ahead? As customers increasingly use digital channels to interact with the brands they love, it’s imperative that hotels can support a personalized, omnichannel experience that drives insight and engagement at the individual account level.

CX Q&A with Raul Leal, CEO, Virgin Hotel Group


And this year, the iconic brand opened its first hotel in the US - a 250-room property located in the Chicago Loop. How does Virgin Hotel live up to the high standards set by other Virgin businesses? At Forrester's Forum for Customer Experience Professionals in New York, June 16 & 17, Raul Leal, CEO, Virgin Hotel Group, will explain. Indeed, one of the things that impresses me about the first Virgin Hotel in Chicago, is how reasonably priced the rooms are!

Marriott and Sheraton Lead Hotels in Customer Experience

Experience Matters

Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings. Best Western (-5) was the only hotel to see a decrease in its ratings between 2014 and 2015.

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!


I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators. Let me start with the W Hotel in Leicester Square. There is no denying that the hotel is very different.

Memorable Customer Experience: Far Deeper Than a Smile | #CX

Kate Nasser

The People Skills Coach™ shares memorable exp at Delta Calgary South Hotel and tips to all hotel leaders & reps on doing the same thing! Truly memorable customer experience is not transaction; it is great interaction.

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What Can The Hotel Industry Learn From Homelands B&B?

Maz Iqbal

Here’s what I think the hotel … Continue reading "What Can The Hotel Industry Learn From Homelands B&B?". Case Studies Customer Experience Customer Insight (inc VoC) Customer Loyalty Customer Service Digital / Ecommerce Hall of Fame customer advocacy customer experience customer loyalty customer service CX lessons for hotels Homelands Bed & Breakfast lagniappe

How a Small Hotel and Hostel Answering Service Can Improve Business

Magellan Solutions

The problem is that hotel and hostel owners sacrifice a profit margin whenever middlemen are involved for bookings and reservations. Outsourcing small hotel and hostel answering service can do away with third party agents and travel agents.

How to complain when booking a service based in the EU

Helen Dewdney

A friend booked a hotel through but hit a problem when the site didn’t accept the credit card. Told to go direct to the hotel (based in Germany) to pay he was horrified to find that he had been charged a 7% credit card fee! The hotel paid up the fee.

It’s 2015. Do you know where your customers are?

Customer Enthusiast

Consider the following Twitter exchange I had earlier this month with @IHGCare , the InterContinental Hotels Group ’s Twitter response team: This is a good example of Richard’s observation above that “consumers expect a response in the same channel of communication.”

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE


Radisson Blu Hotel, Sandton. Da Vinci Hotel, Sandton. The Meikles Hotel in Harare took on that responsibility for him. I consoled myself with the thought that in thirty minutes we would be in our hotel, enjoying a beer and something to eat at the end of a very long day.

How to provide great customer service (when things go wrong)

Helen Dewdney

and I attended a spa day last October at a Macdonad hotel in Bath. Before we went into one treatment we said that we would write to the manager of the hotel to complain about the issue but that we would also mention that the spa team were extremely good and helpful.

‘Happy Birthday Mr Glodnig’!! How NOT to create a good impression with customers!


One example is the email I received from NH Hotels this year – it has been a while since I stayed in one, but in my opinion, their email was good and welcome. NH Hotels demonstrated how to get it RIGHT and create a good impression with the customer.

Nuance is never obvious

Customer Enthusiast

Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives of Hotel Doormen by Noam Scheiber. Contrast this performance with the subtlety and nuance displayed by Gary Sykes, the hotel doorman profiled in the article.

Residence Inn, Holiday Inn Express, and Hilton Earn Top Customer Experience Ratings for Hotels

Experience Matters

Residence Inn, Holiday Inn Express, and Hilton deliver the best customer experience in the hotel industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […]. We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

The Greatest Show on Earth is Still a Memory Maker

Steve DiGioia

We stayed in one of the main suites of the Grand Floridian Hotel and the Disney team never failed to amaze. Customer Service Disney Grand Floridian Hotel Ringling Bros. how create the memorable experience that your customer will hold dear and carry for years to come.

How To Cause Customer-Centricity By Shaping The Work Context (Part 1 of 3)

Maz Iqbal

Specifically: It created a shared service initiative to serve groups of hotels by region. It redefined roles & responsibilities of hotel employees. Clearly to support-boost the share price and at the same time to energize the hotel employees. So the hotel managers acted on the one measure that they felt they could make an impact on: customer satisfaction levels. They acted on the hotel receptionists. So what did the hotel management do? The Challenge.

Risks of Changing to a New Business Model: Resort Case-Study - Frank Reactions

Tema Frank

Blog Customer Service / Customer Experience Process Strategies business model business strategy Catalonia hotel Mexico resort sales tactics timeshare travelYou know that sinking feeling you get when your best friend starts dating someone unsuitable? You want to try and talk them out of it, but you know they won’t listen.

Podcast: Inside the Four Seasons Approach to Five-Star Service


Hotels didn’t always give out free toiletries. It wasn’t until the 1970s, when a Four Seasons hotel in London first started offering shampoo in showers that other hotels started following suit.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? So like a good customer you mention this to your salesperson or hotel front desk agent, expecting a quick resolution to your seemingly reasonable request.

Great Customer Experience Requires More Than Just a Script and a Score


It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter – he had checked me in a few times over the last two months, and never missed shouting the obligatory ‘good morning’ in my direction as I started out. View Article

Now THAT’S Customer Service! - Frank Reactions

Tema Frank

Blog Book: PeopleShock Canada Customer Service / Customer Experience Strategies Trust #cx #cxo customer service hotels travelMy husband and I have been taking a long, rambling route to get from Edmonton, Alberta, to the World Domination Summit in Portland. Along the way we’ve seen many disconnnects and “connects” when it comes to customer service. Read more … Continue Reading → The post Now THAT’S Customer Service! appeared first on Frank Reactions.

Is your CX program Efficient? CXEvolution: An Infographic


I was checking in to my hotel near London Heathrow airport and I heard someone calling my name. Click here to see the CXEvolution Infographic Last week I had some business travel that took me to Europe and I learned how small the world can be. It turned out to be my wife’s cousin Jenny, View Article

7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets. After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!”

CXEvolution: Implement CX Measurements While There is Still Time


My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Does your CX program deliver timely feedback to the people who are empowered to take action? Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article

Guest Blog: “We Hate ‘dat Letter”


This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. On a recent business Roadshow, I inadvertently left a brand new PowerPoint clicker in a hotel room but didn’t realize it until I returned home several weeks later. When I called the hotel in New Zealand they confirmed that it was turned in the day I left. Don’t stay at a hotel that puts things in writing?

Talk About Giving Someone The Suit Off Your Back!

Steve DiGioia

It happened while I was working at the Hilton Newark Airport Hotel in 2003. One day there was a buzz that traveled all around the hotel. Always smiling, he knew the hotel like the back of his hand and the guests loved him. yes, he really did this.

Put History to Work for Customer Delight

Wired and Dangerous

A guest of the Ritz-Carlton Hotel in Naples was attending a two-day conference. After a nice dinner in the hotel restaurant, the waiter asked if they would like anything else. A year later the man was in the same hotel for a meeting without his children.

3 Ways Your Employees Are Killing Your Customer Experience

Myra Golden

I’m standing at the front desk of a nice hotel in Baltimore. I told the hotel employee that perhaps my very recent booking was the problem. It takes 10 hotel stays to earn a free hotel night. Trying to get my deserved hotel rewards, I called

Customer Service vs. Customer Experience: What’s the Difference?


Customer service can be delivered by the front office staff at your hotel who checks a guest in upon arrival. So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda.

Understanding Customers Through Anthropolgy

Wired and Dangerous

We enjoy checking into a hotel via the front-desk, complete with its capacity to influence our room choice and amenities. We have colleagues in the same geography doing the same role who would bypass check-in conversations to get straight to the hotel room.

Stop Counting Paperclips!

Customer Enthusiast

Last month, I returned to one of my favorite hotels in New York City. It was my first stay since the hotel completed an extensive renovation in 2012. I’ll withhold the name of the hotel because it’s not important.

How Sustainable Businesses Drive Customer Loyalty


One thing I find interesting is the food that hotels serve,” he says. “I It’s very streamlined, but I’ve actually seen smaller hotels that utilize local food production. Not all consumers are passionate about the environment.

Deliver 6-Star Customer Service in a 5-Star World

Win the Customer

Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience.