Remove Brands Remove Customer Expectations Remove Hotels
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Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

ijgolding

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. The question is, would they be able to meet my expectations or not? Let me start with the W Hotel in Leicester Square. Whose glass is this?

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Elevating Guest Experiences in Hotels with Integrated CX

InMoment XI

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 195
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Customer Feedback Questionnaire: Capturing Actionable Insights from Customers

InMoment XI

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. Why is Asking the Right Customer Feedback Questions Important? Did the amenities offered meet your expectations?

Feedback 195
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Digital Experience: Meeting Customer Expectations

InMoment XI

And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. It sets the tone for the entire company/consumer relationship.

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Call Center Metrics: How To Track & Improve for Better Customer Service

InMoment XI

Your call center plays a huge role in your brand reputation. A single negative experience with one of your agents can be enough to drive a customer to your competitor. Despite the availability of digital channels, many customers pick up the phone to complain or seek support.

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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. I don’t expect fine dining from a limited service hotel restaurant, nor should anyone else.

Hotels 157
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Shopping for Experiences, Not Products: A Primer on Retail Customer Experience in the Experience Economy

InMoment XI

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. And that’s why the retail customer experience is more important than ever before. End-to-End.

Retail 397