INDUSTRY INSIGHTS YOUR PEERS ARE READING
If you came here from my appearance on Rip Off Britain talking about how to complain to hotels. The key things regarding hotels here are: You are entitled to services to be carried out with reasonable skill and care. Complain even if hotel not in UK! Complaining holidays complaints hotel complaints Rip off BritainHere’s some advice and useful links. Complain at the time. MORE
And do I understand that she’s not running a hotel? The post The Importance of Customer Experience Culture in Hotel & Travel Industry appeared first on LiveChat. As you probably know, I’m nuts about customer service and great customer experience. MORE
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. MORE
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. MORE
This seems to be happening in hospitality, particularly within the hotel experience. We are currently seeing non-hotel brands setting up hotels as an extension of their main customer experience. Which hotels need to be worried? MORE
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. MORE
The sun set my “sleep clock,” as my mother would say, and I just wanted to have food delivered to my hotel room and then retreat to my bed. A food delivery service left a postcard in my hotel room. The note said, “Quick delivery to XYZ Hotel.” MORE
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. MORE
Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. Customer Journeys Customer retention and loyalty CX Reviews People accessible experiences customer experience customer experience reviews emotional experience functional Luxury Family Hotels The Elms Hotel and Spa The Ickworth Hotel MORE
a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share tips and strategies for creating remarkable customer experiences, analyzing lessons learned from Michelin-starred restaurants to hotels and art galleries. Adapted advice from Experience This! MORE
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. MORE
Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry. The post Temkin Experience Ratings Industry Snapshot: Hotels appeared first on Customer Experience Matters®. We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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 MORE
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? MORE
Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Today, the customer experience is even more vital to staying in business for the hotel sector. Published on: January 29, 2016. MORE
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. MORE
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. MORE
Customer Service Hot Topics and New Bits inspiration IT airline compassion Help Desk hotel inspire Mindset morale people skills success technical professionals technical support trust Ultimate Customer ServiceCustomer Service Mindset: Be a key link in the chain of success. MORE
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! MORE
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. MORE
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. MORE
This week: A new study finds that reviews are helping independent hotels drive revenue. Hotel brand names do not mean as much to guests as they once did. MORE
Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. In hotels and tourism, reputation is what powers continued business success. Sample Questions for the Hotel & Travel Industry. HOTEL NAME]. MORE
Hotel review sites are one of the most important sources of customers in the hospitality industry. Research shows that 78 percent of consumers use online reviews to compare hotels before placing a reservation. The 10 Most Popular Hotel Review Sites. MORE
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. MORE
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.” MORE
Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. And the big hotel chains are worried. I’ve stayed in their hotels many times and I like them just fine. Hotels Keep on Charging! MORE
Recently, I stayed in an upscale chain hotel that I often book when traveling. when I entered my room, I found a card with a note from the hotel manager: “My name is Karen M., the General Manager of the hotel. “It happens all the time.” MORE
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 MORE
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. MORE
A hotel true to its word. We stayed in an independent hotel called Hotel Tres Reyes (the three kings). We had absolutely no idea what to expect from this hotel – but what we received was absolutely perfect. MORE
Courtyard By Marriott delivers the best customer experience in the Hotels industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a […]. We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. MORE
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. MORE
Customer Service Hot Topics and New Bits adaptability Call Centers Contact Centers customer experience fun hospitality hotel indultent Leadership memorable positive restaurant retail Ultimate Customer Service MORE
A friend booked a hotel through Booking.com 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. MORE
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. MORE
Take, for instance, my recent stay at a Courtyard Hotel in Lincoln, Nebraska. I passed a half-dozen signs on the way into the hotel that read: Make room for a little fun.™ With all this talk about fun, I was sure that my family and I were going to enjoy this hotel! MORE
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. MORE
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. Getting your hotel in order. MORE
Mobile hotel keys have certainly made life easier, but I wonder… will that convenience come at a cost? Customer Experience Customer Journey Customer Loyalty Commodity Guests Hilton Hospitality Hotels Lodgers MarriottThis thought crossed my mind recently as I checked in, got a room, and opted to use my mobile phone as a. MORE
Hotels Related Topics Steve DiGioia
JUNE 27, 2016
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
Beyond Philosophy
NOVEMBER 2, 2016
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?
Experience Matters
APRIL 2, 2018
Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry. The post Temkin Experience Ratings Industry Snapshot: Hotels appeared first on Customer Experience Matters®. We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Experience Matters
MARCH 20, 2017
Courtyard By Marriott delivers the best customer experience in the Hotels industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a […]. We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Who's Your Gladys?
JULY 15, 2015
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.
ijgolding
JANUARY 21, 2015
Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. Customer Journeys Customer retention and loyalty CX Reviews People accessible experiences customer experience customer experience reviews emotional experience functional Luxury Family Hotels The Elms Hotel and Spa The Ickworth Hotel
Experience Matters
MARCH 19, 2015
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.
ReviewTrackers
AUGUST 29, 2018
Hotel review sites are one of the most important sources of customers in the hospitality industry. Research shows that 78 percent of consumers use online reviews to compare hotels before placing a reservation. The 10 Most Popular Hotel Review Sites.
Beyond Philosophy
OCTOBER 30, 2017
Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. And the big hotel chains are worried. I’ve stayed in their hotels many times and I like them just fine. Hotels Keep on Charging!
Smith+co CX
FEBRUARY 27, 2018
This seems to be happening in hospitality, particularly within the hotel experience. We are currently seeing non-hotel brands setting up hotels as an extension of their main customer experience. Which hotels need to be worried?
Comm100
JANUARY 25, 2018
Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. In hotels and tourism, reputation is what powers continued business success. Sample Questions for the Hotel & Travel Industry. HOTEL NAME].
Smarter CX
MARCH 5, 2018
a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share tips and strategies for creating remarkable customer experiences, analyzing lessons learned from Michelin-starred restaurants to hotels and art galleries. Adapted advice from Experience This!
Eptica
JANUARY 29, 2016
Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Today, the customer experience is even more vital to staying in business for the hotel sector. Published on: January 29, 2016.
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. Getting your hotel in order.
Maz Iqbal
DECEMBER 15, 2015
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
Helen Dewdney
MAY 10, 2017
If you came here from my appearance on Rip Off Britain talking about how to complain to hotels. The key things regarding hotels here are: You are entitled to services to be carried out with reasonable skill and care. Complain even if hotel not in UK! Complaining holidays complaints hotel complaints Rip off BritainHere’s some advice and useful links. Complain at the time.
ijgolding
FEBRUARY 3, 2015
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.
Forrester
MAY 21, 2015
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!
Experience Matters
JUNE 1, 2016
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.
LiveChat
AUGUST 25, 2017
And do I understand that she’s not running a hotel? The post The Importance of Customer Experience Culture in Hotel & Travel Industry appeared first on LiveChat. As you probably know, I’m nuts about customer service and great customer experience.
Magellan Solutions
SEPTEMBER 17, 2015
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.
Myra Golden
AUGUST 15, 2017
The sun set my “sleep clock,” as my mother would say, and I just wanted to have food delivered to my hotel room and then retreat to my bed. A food delivery service left a postcard in my hotel room. The note said, “Quick delivery to XYZ Hotel.”
Avaya
FEBRUARY 7, 2017
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.
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.
ijgolding
NOVEMBER 18, 2014
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.
ijgolding
SEPTEMBER 13, 2016
A hotel true to its word. We stayed in an independent hotel called Hotel Tres Reyes (the three kings). We had absolutely no idea what to expect from this hotel – but what we received was absolutely perfect.
Andrew Mcfarland
AUGUST 21, 2018
Mobile hotel keys have certainly made life easier, but I wonder… will that convenience come at a cost? Customer Experience Customer Journey Customer Loyalty Commodity Guests Hilton Hospitality Hotels Lodgers MarriottThis thought crossed my mind recently as I checked in, got a room, and opted to use my mobile phone as a.
Tema Frank
JULY 11, 2014
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.
Steve DiGioia
JANUARY 30, 2017
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.
Customer Enthusiast
DECEMBER 30, 2014
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.”
Tema Frank
DECEMBER 23, 2014
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.
Kate Nasser
FEBRUARY 20, 2016
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.
ijgolding
SEPTEMBER 14, 2015
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.
Kate Nasser
NOVEMBER 25, 2017
Customer Service Hot Topics and New Bits adaptability Call Centers Contact Centers customer experience fun hospitality hotel indultent Leadership memorable positive restaurant retail Ultimate Customer Service
ijgolding
DECEMBER 9, 2014
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.
Customer Enthusiast
NOVEMBER 8, 2016
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.
Helen Dewdney
OCTOBER 19, 2015
A friend booked a hotel through Booking.com 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.
Customer Enthusiast
AUGUST 3, 2015
Take, for instance, my recent stay at a Courtyard Hotel in Lincoln, Nebraska. I passed a half-dozen signs on the way into the hotel that read: Make room for a little fun.™ With all this talk about fun, I was sure that my family and I were going to enjoy this hotel!
Kate Nasser
MAY 26, 2017
Customer Service Hot Topics and New Bits inspiration IT airline compassion Help Desk hotel inspire Mindset morale people skills success technical professionals technical support trust Ultimate Customer ServiceCustomer Service Mindset: Be a key link in the chain of success.
Maz Iqbal
SEPTEMBER 17, 2014
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.
Helen Dewdney
JANUARY 10, 2016
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.
ShepHyken
NOVEMBER 25, 2016
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?
MaritzCX
FEBRUARY 13, 2014
Recently, I stayed in an upscale chain hotel that I often book when traveling. when I entered my room, I found a card with a note from the hotel manager: “My name is Karen M., the General Manager of the hotel. “It happens all the time.”
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