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

CX Centric

MAY 25, 2021

Longstanding travel warnings from public health officials, government institutions, and the media have hindered consumer trust in the safety of travel. Consumer safety in travelling is surely of much importance to business growth in the Hospitality sector. Most branded hotels (e.g.

Hospitality 52

Hospitality Guest Experience Hotels Tourism 52

BirdEye

FEBRUARY 20, 2025

Reviews on Yellow Pages add credibility to service-based businesses, particularly for older customers familiar with the brand for decades. Its trusted for honest, detailed customer experiences, especially in metropolitan areas. Yelp Yelp is popular for restaurant and hospitality reviews in Australia.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

CX Centric

OCTOBER 8, 2021

It goes without saying that many organizations have struggled to stay afloat amid this pandemic, this has then forced these organizations to take their Guest Experience seriously in trying to increase their success rate. These challenges included: How can hospitality companies convey hygiene and restore confidence in safe travel?

Hospitality 52

Hospitality Guest Experience Hotels Travel 52

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. Improved customer satisfaction not only fosters loyalty but can also lead to positive word-of-mouth, attracting new customers to the brand.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

ENGAGE.cx

SEPTEMBER 23, 2015

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. Guest Lifecycle. Guest Sentiment. Guest Value Index. for free today.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

ReviewTrackers

MARCH 3, 2019

Depending on what they say, reviews of your business on travel website TripAdvisor can bring customers in or drive them away. According to research: TripAdvisor ranks ahead of personal recommendations, tourist board websites, and guidebooks as the most trusted source for travel planning. Set Up TripAdvisor Alerts for Reviews.

How To 70

How To Hotels Travel Guest Experience 70

InMoment XI

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. The result is a data-driven voice of customer program that can help win contracts and build airports that better serve stakeholders and travelers alike. “As

Data 195

Data Social Media Net Promoter Score Analysis 195

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. Unlike competitors which only offer reservations services, Vacasa only works with properties who will maintain their well-defined guest standards.

Case Study 100

Case Study Study Culture Guest Experience 100

Avaya

FEBRUARY 7, 2017

Just consider that 35% of Americans believe outer space travel will become a reality within the next 15 years. 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). So, how can hotels stay ahead?

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

ReviewTrackers

FEBRUARY 25, 2019

After all, the site is home to over 730 million reviews and opinions covering “world’s largest selection of travel listings worldwide.”. According to industry research: TripAdvisor ranks ahead of personal recommendations, tourist board websites, and guidebooks as the most trusted source for travel planning. Say thank you.

Examples 91

Examples Hotels How To Travel 91

Storyminers

APRIL 24, 2018

Vacasa delivers a great guest experience. These are what enable them to economically thrive while delivering consistently good experiences across 8,000 properties around the world. Unlike competitors which only offer reservations services, Vacasa only works with properties who will maintain their well-defined guest standards.

Case Study 100

Case Study Study Culture Guest Experience 100

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

ReviewTrackers

MARCH 21, 2019

Travel website TripAdvisor is a huge platform for travelers looking to connect with businesses. TripAdvisor also has over 730 million reviews and opinions covering the world’s largest selection of travel listings worldwide, covering approximately 8.1 million accommodations, airlines, experiences, and restaurants.

Analysis 56

Analysis Hotels Travel Guest Experience 56

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. They want it?

Hotels 52

Hotels Marketing Guest Experience Travel 52

CSM Magazine

AUGUST 22, 2024

The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences.

Hotels 52

Hotels Customer Service Airlines Transportation 52

CSM Magazine

AUGUST 22, 2024

The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences.

Survey 52

Survey Customer Service Airlines Hotels 52

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 currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St.

Technology 52

Technology Hotels Guest Experience Hospitality 52

CSM Magazine

JUNE 13, 2024

Let’s explore some of the latest trends shaping the way hotels enhance guest experiences. Personalized Experiences Guests today expect more than just a place to sleep. They want personalized experiences that make them feel special and valued. Hotels are leveraging technology to create these unique moments.

Hotels 52

Hotels Trends Industry Customer Service 52

Blake Morgan

JULY 11, 2023

Noha Abdalla, Chief Marketing Officer at Choice Hotels International, Inc, says data is the cornerstone of the brand’s customer experience. Choice Hotels is recognized for knowing its customers incredibly well and providing a consistent guest experience, which comes from having reliable data.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

NetBase

FEBRUARY 27, 2019

Though there are still brands not using social analytics in all the ways they could, arguably all brands at the forefront of their industry know the importance of sentiment analysis. This is huge for brands and agencies where being on the cutting edge is crucial to survival. Can’t all brands do this?

Travel 45

Travel Hotels Analytics Sports 45

North Highland

SEPTEMBER 16, 2019

While overall projections for the industry are still promising, this change is an alarm bell for hospitality and timeshare brands developing data and acquisition strategies for the next decade. Brands were able to target hotel guests, resort partners, or travelers who enjoyed certain types of destinations or entertainment.

Travel 45

Travel ROI Entertainment CRM 45

Forrester

MAY 6, 2015

Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. But one aspect of the experience there drove me nuts. When I travel for work I want to be greeted by friendly people. customer experience benchmarking.

Guest Experience 40

Guest Experience Hotels Travel Measurement 40

ENGAGE.cx

OCTOBER 13, 2016

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. Every guest’s journey is made up of each touch point a guest has with a brand or property.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

CSM Magazine

AUGUST 22, 2023

One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience. But how can hotels stay on top of their Customer Experience (CX) game using chatbots? The key lies in crafting up-to-date chatbot flows and experiences.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

Retently

SEPTEMBER 3, 2023

This survey goes beyond the transactional aspects of a stay; it delves into the emotional connections between hosts, guests, and the unique places they briefly call home. Join us as we analyze Airbnb’s surveys, explore their structure, and see how Airbnb redefines the travel and hospitality industry through insights.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

BirdEye

JUNE 21, 2023

With it, you can create an effective marketing strategy to help increase brand awareness and, ultimately, gain a competitive advantage, all based on the revelations you learn. They offer travelers the chance to stay at homes with a variety of amenities. Instead, they hold property owners accountable for improving the guest experience.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Comm100

AUGUST 23, 2018

This year, the company was ranked the most valuable brand in the world , with an estimated brand value of about 150.81 AR and VR can also be used to improve out-of-store experiences, such as by instilling buyer confidence online. billion U.S. Who is doing this right?

Exceptional Customer Service 104

Exceptional Customer Service Customer Service Chatbots Hotels 104

Happy or Not

APRIL 1, 2025

Metrics such as Net Promoter Score (NPS) , Customer Effort Score, and Customer Satisfaction score help brands measure customer satisfaction and improve customer journey. A comprehensive strategy ensures the support team resolves complaints and reinforces what customers love about the brand.

36

36

BirdEye

FEBRUARY 18, 2025

In a world where travelers have endless options, hospitality marketing is crucial in attracting guests and building lasting relationships. It involves strategies like online advertising, branding, loyalty programs, and direct guest engagement. Here are some of the top hospitality marketing trends to watch: 1.

Hotels 84

Hotels Hospitality Strategy Marketing 84

C Space

AUGUST 5, 2018

We live in a world where online communities are ubiquitous, with almost every global brand using some form of it to uncover insight that leads to business change. Leading the Way for Customer Experience. What Are the Benefits of Online Communities? But how exactly do they add value, and what are the key benefits of them? Luxury Daily.

Retail 40

Retail Customer Centricity Study Advertising 40