Customer Bliss

JUNE 20, 2017

Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry. Teams were now more connected to what was going on. She sat down with most department heads in the early going, as most of my CCO guests tend to do.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

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

CSM Magazine

APRIL 11, 2023

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. Smart tools and communication hubs allow you to deploy many of the above systems quickly and easily to form a multi-pronged solution to optimize the overall guest experience.

Guest Experience 52

Guest Experience Hospitality Hotels How To 52

CSM Magazine

JANUARY 3, 2025

Effective communication is paramount to understanding customer needs , resolving issues, and ensuring a positive experience. Multilingual customer support enables businesses to connect with a broader audience, breaking down language barriers that could otherwise hinder growth and customer satisfaction.

Tools 52

Tools e-support Customer Satisfaction Travel 52

ENGAGE.cx

SEPTEMBER 23, 2015

The associate on the phone recognizes you by name as soon as you are connected, and she knows about your room preferences and the 10% offer you’ve already been extended. The lifecycle framework provides the infrastructure to create a single metric called the Guest Value Index (GVi). A customer-experience driven B2C CRM like ENGAGE.cx

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

CSM Magazine

JUNE 5, 2024

Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today. Personalised Experiences Personalisation is no longer just a trend; it’s a necessity.

Hospitality 52

Hospitality Trends Industry Hotels 52

Avaya

FEBRUARY 7, 2017

Just consider that 35% of Americans believe outer space travel will become a reality within the next 15 years. Enable data to be shared organization-wide: The hospitality industry serves millions of travelers who are generating, sharing and consuming their fair share of data each day. So, how can hotels stay ahead?

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

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.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Magellan Solutions

JANUARY 19, 2024

The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. Imagine a tired traveler being greeted warmly and efficiently. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience. Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

ReviewTrackers

MAY 15, 2017

Ratings and reviews: Reviews rank second only to price as the most important factor considered by travelers looking for hotels and accommodations. High-quality photos aid travelers looking to make a booking decision while browsing properties online. 4: Track and respond to online reviews, social media comments, and guest feedback.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

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

InMoment XI

SEPTEMBER 25, 2024

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 With how rapidly NLP is evolving, future trends for natural language processing can change quickly as well.

Data 195

Data Social Media Net Promoter Score Analysis 195

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

Comm100

AUGUST 23, 2018

There are several ways that companies are opting to use third-party messaging systems to connect with their customers. This gives customers another option for connecting with their favorite companies on the go, outside of the company’s native app. One is by providing customer service directly on messaging apps. Who is doing this right?

Exceptional Customer Service 104

Exceptional Customer Service Customer Service Chatbots Hotels 104

North Highland

SEPTEMBER 16, 2019

Brands were able to target hotel guests, resort partners, or travelers who enjoyed certain types of destinations or entertainment. Today, however, things are rapidly changing, largely due to younger generations’ expectations around product, customer experience, and relationship management.

Travel 45

Travel ROI Entertainment CRM 45

Currency Alliance

OCTOBER 11, 2018

The hotel would like to use data collected during the stay to bring the customer back a second time without, them going through an online travel agency (OTA). Beyond the booking process, and to complement the digital guest experience, hotels stand to make the greatest gains by becoming better resellers of local services and experiences.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Qualtrics

JULY 2, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. In the past, before changing to a sales career (outside of Qualtrics), I was actually an analyst for guest experience at the Hilton Headquarters, working with a Qualtrics competitor.

Sports 34

Sports Guest Experience Culture Travel 34

SurveySparrow

DECEMBER 20, 2018

The travel expenses are expected to be taken care of by the employees. You have an interactive river stream that is pre-programmed to respond, connecting these different zones. It is a place where the magic really happens and guest experience is the core of the company. Disney World.

Culture 69

Culture Company Policies Employee Engagement 69

Happy or Not

APRIL 1, 2025

Why is customer feedback important in location-specific and service-specific context Customers expectations and experiences vary based on location and the type of service they receive. A shopper in a retail store has different priorities than a traveler at an airport or a patient at a hospital.

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. Effective hospitality marketing solutions combines digital tools and personalized experiences to create lasting guest relationships and increase the overall experience.

Hotels 84

Hotels Hospitality Strategy Marketing 84

C Space

AUGUST 5, 2018

. “Expectations can and will change; our community is essential to maintaining direct dialogue with our guests and customers to help our growth” – Guest Experience Intelligence, Travel. Nordstrom, Sephora among leaders in consumer connection. Leading the Way for Customer Experience.

Retail 40

Retail Customer Centricity Study Advertising 40