CSM Magazine

MARCH 19, 2025

Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. AI translation bridges this gap, allowing businesses to communicate with customers seamlessly. This helps customer support teams make informed decisions and improve overall communication effectiveness.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

InMoment XI

JULY 16, 2024

By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JUNE 7, 2024

Moreover, your reputation directly impacts brand loyalty and repeat business in an industry where word-of-mouth recommendations carry significant weight. A positive reputation not only attracts new guests but also fosters trust and loyalty among existing clientele.

Hotels 195

Hotels Management Social Media Hospitality 195

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. Centralize and simplify.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

BirdEye

APRIL 1, 2025

Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. In most cases, a guest forms the first impression of your hotel long before their arrivaloften with a single glance at your online reviews.

Hotels 52

Hotels Management Guest Experience Hospitality 52

CSM Magazine

FEBRUARY 19, 2025

It ensures seamless communication between customers, kitchen staff, and service teams, making every step of the process more fluid. Beyond menu personalization, AI also enhances loyalty programs and targeted promotions. But AI goes beyond just order-taking. Additionally, restaurant owners benefit from automation in multiple ways.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

ShepHyken

FEBRUARY 25, 2019

Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience.

Customer Service 92

Customer Service Guest Experience B2B B2C 92

CSM Magazine

JANUARY 3, 2025

Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth. The Growing Need for Multilingual Communication in Global Businesses As businesses expand globally, they encounter customers from various linguistic backgrounds.

Tools 52

Tools e-support Customer Satisfaction Travel 52

InMoment XI

JANUARY 16, 2024

Improved customer satisfaction not only fosters loyalty but can also lead to positive word-of-mouth, attracting new customers to the brand. These virtual concierges enhance the overall guest experience. Compatibility with other systems ensures a cohesive and interconnected customer service ecosystem.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

BirdEye

DECEMBER 27, 2024

Design email sequences that prioritize guest satisfaction before mentioning reviews. 3 ways to build strong relationships with loyal customers First, successful restaurants leverage review insights to personalize guest experiences. Follow up meaningfully after private customer feedback before requesting public reviews.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

ECXO

SEPTEMBER 4, 2024

This not only helps resolve the problem but also builds trust and loyalty. Practice Empathy and Understanding Empathy is the backbone of great customer experience. For instance, Ritz-Carlton staff are encouraged to spend up to $2,000 per guest (without needing managerial approval) to ensure a great experience.

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

BirdEye

JANUARY 24, 2025

Responding to comments, reposting stories, and answering queries builds human connection and drives loyalty. Showcase guest reviews to build trust with user-generated content. Use video storytelling to share guest experiences and emotional narratives. Post behind-the-scenes content to humanize your hotel brand.

Social Media 52

Social Media Hotels Strategy Marketing 52

Avaya

MARCH 13, 2017

Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. The ability to embed custom communications into employees’ personal mobile devices supports staff with always-on availability.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

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

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

Playvox

APRIL 14, 2022

As businesses increasingly focus on customer experiences as a competitive differentiator, contact centers have taken center stage. The quality of customer service experiences is a critical factor in shaping customers’ opinions of a brand and driving loyalty. Don’t Make Guests Wait.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

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

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. If customers take the time to share their experiences, they expect companies to listen, respond, and act accordingly.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

NetBase

MARCH 2, 2020

Nicki Zink , Director, Insights and Digital Intelligence, Purple Strategies and Nicholas Love , Digital Engagement Strategy Director, G&S Communications joined us to share how they are using consumer, market, and social media analytics to drive intelligence and insights from their audiences to make smarter, more strategic decisions.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

SurveySparrow

JUNE 30, 2023

Maintaining a consistent brand voice fosters trust and loyalty. #3 By removing complexities and streamlining processes, businesses can provide effortless experiences. Customers appreciate intuitive interfaces, clear communication, and easy-to-navigate websites that save them time and effort. Where dreams come true”.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

CX University

JULY 31, 2024

Consider any retail establishment – department stores, specialty shops, restaurants, hotels, or airlines – and it’s evident that thousands of employees who interact with customers are essential in delivering the promised experiences. These employees are even trained in subtle communication techniques to engage customers better.

Chief Customer Officer 52

Chief Customer Officer Culture Retail Policies 52

delighted

JANUARY 28, 2020

onboarding, purchase, support), while monitoring overall loyalty with quarterly or biannual relationship feedback. Additionally, HotelTonight , which helps people find last-minute rooms at luxury hotels on-demand, sends their surveys the day after a guest checks out of a hotel. NPS survey timing for retail and ecommerce brands.

NPS 44

NPS Survey Ecommerce Hotels 44

Comm100

AUGUST 23, 2018

In a way, each whipped the customer service industry into a frenzy when they came about, prompting the sale of products that would help companies remain relevant by establishing more and more ways of communicating with customers. But this, according to Murph Krajewski, VP of Marketing at Sharpen, is missing the point.

Exceptional Customer Service 112

Exceptional Customer Service Customer Service Chatbots Hotels 112

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

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 a few strategies to help boost engagement and drive bookings.

Hotels 84

Hotels Hospitality Strategy Marketing 84

C Space

AUGUST 5, 2018

. “Our online community has helped to champion global collaboration across markets and business divisions, and provided cost savings over offline qualitative methods” – Senior Insight Manager, Pharmaceutical. Getting into consumers’ mindset: five emotional cues that drive sales and loyalty.

Retail 40

Retail Customer Centricity Study Advertising 40