NICE inContact

AUGUST 8, 2019

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! The post Enjoy the Super Saver Rate for Interactions 2020 appeared first on NICE inContact Blog. Be sure to register now and save up to $600 with the Super Saver rate!

Interaction 136

Interaction Hotels Conference 136

NICE inContact

OCTOBER 29, 2019

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group.

Contact Center 120

Contact Center Hotels Guest Experience Groups 120

CSM Magazine

JUNE 1, 2023

Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study reveals. “Employees who experience leader humour can obtain additional interpersonal and emotional resources via humorous interaction with their leaders.

Hotels 52

Hotels Tourism Management Hospitality 52

SurveySparrow

MAY 26, 2022

A hotel guest questionnaire is just what you need. Need for a hotel guest questionnaire. Need for a hotel guest questionnaire. Hotel Guest Questionnaire: Best Practices. What is a hotel guest questionnaire? And there’s no better way to do that than with the help of a hotel guest questionnaire. Say no more!

Hotels 52

Hotels Survey Feedback Software 52

LoyaltyPlus

JUNE 12, 2022

Hotels are showing signs of recovery across the Southern, Western, and East African markets following the turbulence of the past two years. Hotels must therefore look to strengthening relationships with guests and deliver more tailored services if they are to capitalise on this momentum. Furthermore, hotels contributed 66% to the 98.3%

Hotels 52

Hotels Self Service Tourism Guest Experience 52

Optimove

JULY 19, 2022

We love our hotel apps. In 2022, travelers expect their hotel of choice to treat them as valuable customers and not just as a number in a vast sea of other numbers. They want it? They want it? So give it to them. Check-in with geofencing. But there’s another benefit to location-based check-in.

Hotels 52

Hotels Marketing Guest Experience Travel 52

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. This data may include historical customer interactions, transcripts of conversations, customer profiles, and information from other relevant databases.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

SurveySparrow

NOVEMBER 7, 2023

Interactive Features: Engage users with video surveys, quizzes, and personalized Thank You pages, enhancing the survey experience. Typeform enables businesses and individuals to create interactive forms, quizzes, and polls that capture meaningful insights. Pricing: $19 per month If you don’t have an account, now’s the time.

Interaction 52

Interaction Social Media Survey Hotels 52

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. By comparing hotels on multiple review sites, consumers get a comprehensive picture of your business. TripAdvisor.

Hotels 80

Hotels Hospitality Travel Social Media 80

ijgolding

FEBRUARY 3, 2015

We crave speed, simplicity and consistency in our interactions. 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'

Hotels 120

Hotels Case Study Study Travel 120

AWS Machine Learning

APRIL 16, 2024

It employs advanced deep learning technologies to understand user input, enabling developers to create chatbots, virtual assistants, and other applications that can interact with users in natural language. AWSTemplateFormatVersion: "2010-09-09" Transform: AWS::Serverless-2016-10-31 Description: CloudFormation template for book hotel bot.

Management 89

Management Hotels Resources Policies 89

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. Stellar service, driven by devoted hotel staff, is what makes a great property come alive.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

NetBase

DECEMBER 3, 2018

Wondering how European Hotel Chains fared in 2018 and what to expect in 2019? Our 2018 European Hotel Chain Social Sentiment Report offers that and more, sharing insight around trends and trouble spots, while offering tactics top brands employ on social media to stay ahead of competitors and sentiment shared around 21 of them.

Hotels 45

Hotels Report Travel Tourism 45

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Our employees are trained to listen for and include those small pieces of information in the guest’s file – so the next agent who interacts with that guest can reference the small details.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

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. Happily, this increased competition does not pose an existential threat to the hotel as a business model.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Customer Bliss

MAY 12, 2020

And the thing is, when hotels come back, the person at the front desk of the hotel is likely going to be replaced by something that looks like an automatic teller machine. Because the people who run the hotel chain will save money by doing that. Well, most hotel experiences the answer is no. ” 4.

Leadership 210

Leadership Hotels Connections Software 210

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. We can also agree that customer experience is more important than ever.

ROI 309

ROI How To Touchpoint Hotels 309

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. Winners are chosen in 5 categories and will be awarded at Interactions 2020. Submit Application.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Kerry Bodine

OCTOBER 20, 2021

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them.

Customer Experience 227

Customer Experience B2C Hotels B2B 227

C3Centricity

FEBRUARY 20, 2018

After all, why pay a booking site when I know the hotel I want to stay in, right? I booked directly by calling the hotel, as I always prefer to do. A couple of weeks after booking and pre-paying for all the rooms, I received Hilton’s weekly email offering me a significant discount for the exact same hotel and dates.

Customer Journeys 195

Customer Journeys Hotels Touchpoint CRM 195

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? Indeed, one of the things that impresses me about the first Virgin Hotel in Chicago, is how reasonably priced the rooms are!

Hotels 40

Hotels Groups Hospitality Travel 40

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? By doing so, guests can escalate any mobile interaction to a video chat session with the touch of a finger—anytime, anywhere via an integrated mobile app (more on this below). Just consider that 35% of Americans believe outer space travel will become a reality within the next 15 years.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Customer Bliss

OCTOBER 30, 2018

As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically. Niki Leondakis, who’s the CEO of Equinox Fitness Centers , tells about an experience at a hotel that you may have had too. But why not?

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

BirdEye

NOVEMBER 30, 2023

Implementing a conversational AI chatbot like Birdeye Webchat to interact with visitors, collect information, and turn visitors into leads. Conversational AI chatbots can mimic human interaction and convince customers to engage with your business. Creating dedicated landing pages for popular travel destinations and flights.

Travel 110

Travel Marketing Social Media Hotels 110

Bill Quiseng

JUNE 21, 2023

For hotels, offer bottled water at arrival and departure. So, if other businesses have delivered Magnificently Boring products or services, technological advances, and AI interactions to their customers, you have to do better. COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Human to Human.

Loyalty 134

Loyalty B2C Hotels B2B 134

Zeisler Consulting

AUGUST 29, 2023

That came to mind recently when reflecting on an experience I had last year at a hotel for a conference. Why even create the opportunity to have a negative interaction with the front desk guy? If things had gone a little more sour, it may have been a very bad experience and ruined both of our days (and my impression of that hotel).

Hotels 72

Hotels Conference Interaction Brands 72

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. If you’re on the hunt for a CSAT calculator that will help you measure your score and prove the possible revenue impact of satisfaction, we’ve got just the right thing for you: Our free CSAT interactive calculator. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

ijgolding

DECEMBER 9, 2014

We are all used to receiving random emails from organisations we interact with for both business and as consumers. 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. Sadly, JD Williams did not.

Hotels 212

Hotels Customer Retention Retail Communication 212

Customer Bliss

AUGUST 30, 2021

Isadore Sharp, the founder and CEO of The Four Seasons Hotels states that: It is our work to give people “a sense of purpose and the courage to believe in themselves.”. High tech without a human connection may make interactions more efficient, but it’s important to know when to blend humanity and caring into customer experiences.

Case Study 310

Case Study Hotels Travel Company 310

ShepHyken

MARCH 10, 2024

Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable. Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

ShepHyken

OCTOBER 24, 2018

The short version of this concept, applied to customer interactions, is that customers judge their experience on how they felt at its peak and at its end. In a typical transaction with your business, think about the last interaction your customer experiences. I love a certain hotel that I’ve stayed at several times.

Hotels 103

Hotels Automotive Survey Interaction 103

Wired and Dangerous

JANUARY 11, 2021

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. Put on your Indiana Jones hat and see your customers for the first time.

Hotels 91

Hotels Culture Study Customers 91

Daniel Group

JUNE 20, 2023

Products and services are generally sold through direct interaction with a salesperson, and the brand must provide a complete solution ( not only a product or service but ongoing support and someone to service the relationship ). Hilton Hotels I recently visited two Hilton Hotels, one in Arizona and one in Charlotte.

Brands 52

Brands Customer Experience Hotels B2B 52

Customer Bliss

AUGUST 8, 2019

Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst knows how to lead himself and others into greatness and has grown the Ritz-Carlton Hotel Co. knows a thing or two about creating memorable experiences and providing stellar customer service.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Vonage

JUNE 5, 2018

The Ritz-Carlton Hotel Company. Part of Marriott International, the luxury hotel company goes above and beyond for its customers to deliver an award-winning service across 91 properties and 30 countries. How The Ritz-Carlton Hotel Company approaches customer service.

Self Service 136

Self Service Company Hotels Entertainment 136

ijgolding

MAY 10, 2018

The way an experience makes a customer FEEL is what they are most likely to remember about their interaction with an organisation. What customers remember about their experiences – they way they are made to feel – is all down to the way employees interact with them. … and totally unnecessary.

Hotels 156

Hotels Travel Culture Customer Experience 156