InMoment XI

JUNE 7, 2024

Positive reviews and glowing recommendations can drive bookings, while negative reviews can deter potential guests. Moreover, your reputation directly impacts brand loyalty and repeat business in an industry where word-of-mouth recommendations carry significant weight.

Hotels 195

Hotels Management Social Media Hospitality 195

Qualtrics

FEBRUARY 16, 2021

The guest experience could be the difference between whether a guest returns or not. Explore the ways that organizations can use guest experience as a key factor of their success. What is guest experience? The guest experience is the cumulative effect of every interaction your guests have with you.

Guest Experience 49

Guest Experience Trends Tips Hotels 49

BirdEye

JANUARY 24, 2025

Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Therefore, hotels must do more than exist on these channelsthey need a tailored approach to connect with guests, build trust, and showcase their unique selling points.

Social Media 52

Social Media Hotels Strategy Marketing 52

ShepHyken

DECEMBER 4, 2023

Customers value businesses that are always friendly, always helpful, and always reliable. Plus, Josh shares what it means to “get rid of your customers” and more nuggets from his latest book, The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. They can go elsewhere.

Hospitality 108

Hospitality Tourism Guest Experience Culture 108

ENGAGE.cx

SEPTEMBER 23, 2015

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. A customer-experience driven B2C CRM like ENGAGE.cx for free today.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

ShepHyken

OCTOBER 3, 2016

Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level. It’s all about creating the right culture! 15 Reasons Your Customers Don’t Like You (Infographic) by Mary Shulzhenko.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

Beyond Philosophy

MARCH 6, 2017

Research by Market Metrix, a business that helps companies in the hospitality industry improve their guest experiences, showed that the top two things that drove value for hotel guests were adequate lighting in rooms and reliable internet access. Revolutionary Thinking on Customer Loyalty. Outrageous!

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

CSM Magazine

FEBRUARY 19, 2025

Beyond menu personalization, AI also enhances loyalty programs and targeted promotions. AI-driven virtual assistants can also manage real-time table bookings and cancellations, preventing overbooking and optimizing restaurant capacity. AI makes this level of customization not just possible, but increasingly standard in the industry.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

CSM Magazine

JANUARY 3, 2025

Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth. A major hotel chain utilized AI-powered chatbots to handle bookings and inquiries in multiple languages, resulting in higher booking rates and enhanced guest experiences.

Tools 52

Tools e-support Customer Satisfaction Travel 52

ReviewTrackers

MAY 15, 2017

High-quality photos aid travelers looking to make a booking decision while browsing properties online. In fact, according to TripAdvisor research , hotels with at least one photo receive 225 percent more booking inquiries than those with zero photos. 3: Be where your guests are. 9: Invest in tools that drive efficiency.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. In any case, the arrival experience was memorable and a signature for the brand. Ok, where is this going?

Brands 113

Brands Hotels Leadership Guest Experience 113

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is a data-driven guest experience and retention platform focused 100% on building operator-focused tools.

Technology 52

Technology Hotels Guest Experience Hospitality 52

Currency Alliance

OCTOBER 11, 2018

To answer this challenge, and preserve their largest-possible market share, hotels must deploy new technologies on two fronts: inside the hotel, but also with other local places that guests visit, and at digital touchpoints before, during and after their stay. Many of these are experience-enhancers which double up as upselling platforms.

Hotels 40

Hotels Hospitality Loyalty Travel 40

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? they’re everywhere.

Customer Service 70

Customer Service Hospitality Hotels Customer Retention 70

ENGAGE.cx

OCTOBER 13, 2016

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. So, the higher the score, the more engaged the customer.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps. Who took them?

Hotels 52

Hotels Marketing Guest Experience Travel 52

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

ENGAGE.cx

OCTOBER 14, 2015

Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can. But being big shouldn’t be a barrier to creating loyalty through customer service. The index ultimately lets hospitality companies understand how customer experience is driving financial performance.

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 40

CSM Magazine

SEPTEMBER 13, 2024

By adopting advanced technologies, casinos strive to deliver a more personalized, efficient, and engaging experience. These innovations streamline operations and greatly enhance the overall guest experience, ensuring that every interaction is smooth and tailored to individual preferences.

Technology 52

Technology Customer Service Analytics Guest Experience 52

inmoment

NOVEMBER 26, 2019

Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. . Finance: Think finance is removed from guest experiences? Think again.

Feedback 40

Feedback Guest Experience How To Brands 40

LoyaltyPlus

JUNE 12, 2022

There are opportunities to be had by implementing a loyalty programme to establish a direct relationship with guests. Using information about people’s interactions and preferences, accommodation purchases and amenity rewards can significantly enhance the overall guest experience and result in return visits.

Hotels 40

Hotels Self Service Tourism Guest Experience 40

Comm100

AUGUST 23, 2018

By making your app a one-stop-shop for customer service needs, marketing offers, mobile payments, and more, you will be on your way to putting your customers before your channels, inspiring loyalty and boosting app retention. Delivery in Hours – Tailored to Fit Customer Needs.

Exceptional Customer Service 112

Exceptional Customer Service Customer Service Chatbots Hotels 112

Happy or Not

APRIL 1, 2025

However, without a proper customer feedback strategy, companies risk missing out on valuable feedback that could help them refine their customer engagement techniques and improve customer loyalty strategies. Businesses that fail to close this loop risk alienating their audience and decreasing customer loyalty.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Qualtrics

JULY 2, 2019

It incorporates another layer of benchmarking to help you see how you’re doing, growing our portfolio of benchmarks on the XM Platform, launched by our partners earlier this year — Bain NPS Prism, JD Power, Walker Loyalty Matrix, and Kantar TRIM. Book a demo to see how it all works. Book a Demo. Online Reputation Management.

Innovation 39

Innovation Social Media NPS Contact Center 39

delighted

JANUARY 28, 2020

onboarding, purchase, support), while monitoring overall loyalty with quarterly or biannual relationship feedback. At this point, they’ve experienced the entire service lifecycle including booking, pickup, driving, and returning. NPS survey timing for retail and ecommerce brands.

NPS 44

NPS Survey Ecommerce Hotels 44

BirdEye

FEBRUARY 18, 2025

The right hospitality digital marketing approach, whether through engaging social media marketing, personalized email campaigns, or exceptional guest experiences, can turn a one-time visitor into a loyal customer. It involves strategies like online advertising, branding, loyalty programs, and direct guest engagement.

Hotels 84

Hotels Hospitality Strategy Marketing 84