InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. This means that all interactions and touchpoints the guest has with your brand are considered. What is Guest Experience?

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.

Omni-Channel 40

Omni-Channel CEM Insurance Touchpoint 40

Smith+co CX

SEPTEMBER 26, 2013

However, a recent feature by the Sunday Times found that despite all the investment in improving services, hotels all too often fail on the customer experience. And lest you think that the problem lies solely with hotels, it doesn’t; I challenge any brand not to have their own top ten things that irritate their customers. Free WiFi….that

Hotels 34

Hotels Customer Experience CEM Course 34

PeopleMetrics

MARCH 26, 2018

Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Contact Center: an important touchpoint where customers call for more information or assistance. Mapping your touchpoints. Ready to collect feedback at every touchpoint?

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Beyond Philosophy

SEPTEMBER 9, 2014

This is the first set of data, which represents a touchpoint in the customer experience. For example, they answer the phone after a lengthy hold or send a complimentary bottle of wine to the hotel suite. Response: The Customer feels something about it. The emotions are the hidden factor in the Customer Experience. 9 May 2014.

Hotels 161

Hotels CEM Analysis Customers 161

PeopleMetrics

JUNE 29, 2020

I am talking about hotels, restaurants, private clubs, retail stores, field service organizations that visit homes, etc. These recommendations are assuming a post-transactional survey with people-based touchpoints (e.g., visit to retail store, hotel, customer home, etc.). As CEO, he guides the company’s vision and strategy.

CEM 120

CEM NPS Hotels Survey 120