Customer Bliss

APRIL 19, 2019

You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. Establish a Framework to Connect All Facets of Your Business.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

ShepHyken

JUNE 25, 2019

Striking a Balance Between Business and Consumer Needs. First, the review economy put control in the hands of consumers and allowed them to advocate for what they wanted from companies. Your customers will come to desire and even expect this same level of service and guest experience from you, too.

Guest Experience 124

Guest Experience Technology Consumers Connections 124

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. This has brought the activities in the Hospitality industry to a complete halt.

Hospitality 52

Hospitality Guest Experience Hotels Tourism 52

Alida

OCTOBER 27, 2017

Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Even in the era of Amazon, only about a fifth of U.S. Make it magical.

Retail 154

Retail Examples e-support Entertainment 154

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Overlooking it might spell your downfall.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Overlooking it might spell your downfall.

Tips 195

Tips Management Social Media Hotels 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. A customer-experience driven B2C CRM like ENGAGE.cx for free today.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

PK

NOVEMBER 16, 2020

The post The guest journey in 2020: A crucial tool to adapt your guest experience appeared first on PK. Hospitality’s Covid challenge For cruise ship and resort operators, whose livelihood depends on the comfort and safety of travelers from all over the world, a pandemic is the worst-case scenario. […].

Guest Experience 52

Guest Experience Tools Travel Consumers 52

ShepHyken

DECEMBER 17, 2019

Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Note: The answer doesn’t have to be expensive or time-consuming to be effective.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

InMoment XI

JUNE 5, 2024

Market Intelligence Our platform supports ad-hoc research, brand awareness studies, and industry trend analysis, helping businesses stay ahead of market changes and consumer expectations. Social Listening We provide valuable insights into brand perception and customer sentiment by analyzing sentiment and trends from social media feeds.

Analytics 195

Analytics Effort Score Social Media Innovation 195

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 115

Hotels Hospitality Guest Experience Leadership 115

inmoment

APRIL 22, 2019

However, while there are so many of these opportunities for restaurants, Technomic recently noted traffic ranges from flat to down year-over-year, restaurant growth is outpacing population growth, and on top of that, fewer consumers are spending money away from home—down 7% from 2000. Trend #2: The Importance of Engaged Employees.

Guest Experience 40

Guest Experience Trends Engagement Conference 40

BirdEye

FEBRUARY 20, 2025

Consumers often use RateMDs for second opinions or to cross-check recommendations, giving it strong authority in healthcare reviews. By reading verified feedback, consumers gain insights into service quality, pricing, and reliability. Patients can rate based on punctuality, bedside manner, and diagnosis accuracy.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

CSM Magazine

FEBRUARY 19, 2025

In the past, manually sifting through online reviews, social media comments, and customer surveys was a time-consuming process. From automating ordering systems and personalizing the guest experience to improving customer service and feedback management, AI is transforming how restaurants operate.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

InMoment XI

JANUARY 16, 2024

Operational Efficiency and Resource Optimization Contact center AI solutions streamline operational workflows by automating repetitive and time-consuming tasks. These virtual concierges enhance the overall guest experience. Many businesses with a contact center would benefit from using AI.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

Avaya

FEBRUARY 7, 2017

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. The post Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience appeared first on Avaya Connected Blog.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

ReviewTrackers

MAY 2, 2018

A competitor is a restaurant that offers a similar guest experience to you in the same market. 33 percent of consumers refuse to eat at a restaurant with lower than 4 stars, according to our research. It may sound obvious, but the first thing you’ll need to understand is what restaurants are your true competitors.

Analysis 92

Analysis How To Guest Experience Groups 92

BirdEye

DECEMBER 27, 2024

3 ways to build strong relationships with loyal customers First, successful restaurants leverage review insights to personalize guest experiences. stars saw 15% growth) AI-powered response management Birdeye Reviews AI revolutionizes how restaurants handle customer feedback through intelligent automation.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

InMoment XI

SEPTEMBER 25, 2024

.” — Noah Krusell VP of Product Development, evolve24 Customer Experience Management VOZIQ offers a suite of Predictive Customer Retention and Customer Experience Management solutions for call centers. VOZIQ turned to InMoment to fill this gap.

Data 195

Data Social Media Net Promoter Score Analysis 195

ReviewTrackers

MARCH 3, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. You can also gain valuable insights on how to deliver even better guest experiences. It can be extremely time-consuming. Set Up TripAdvisor Alerts for Reviews. It may seem simple enough to track TripAdvisor reviews.

How To 70

How To Hotels Travel Guest Experience 70

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

CSM Magazine

JANUARY 3, 2025

High Costs: Hiring and training multilingual staff is expensive and time-consuming. A major hotel chain utilized AI-powered chatbots to handle bookings and inquiries in multiple languages, resulting in higher booking rates and enhanced guest experiences.

Tools 52

Tools e-support Customer Satisfaction Travel 52

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

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

ReviewTrackers

APRIL 17, 2017

Customers expect a positive experience when they dine at your restaurant. Online reviews are a vital source of customer feedback to improve the guest experience. Customers are 43 percent more likely leave a review after a positive experience at a restaurant (ReviewTrackers). Customers are 46.7 ReviewTrackers).

Customer Success 62

Customer Success Guest Experience Trends Feedback 62

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

Opinionator

NOVEMBER 29, 2020

When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. See the example below: .

Feedback 94

Feedback Case Study Guest Experience ROI 94

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. 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. How can hotels competitively differentiate their front offices?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Kustomer

JUNE 9, 2021

Not only is it critical for businesses to solve a customer complaint the first time, it can truly sway a customer’s lifelong experience with that brand. consumers were willing to spend more when companies provided exceptional customer service. According to an American Express survey , U.S.

Tourism 76

Tourism eBook Guest Experience Hospitality 76

ReviewTrackers

MARCH 21, 2019

83 percent of consumers say TripAdvisor reviews make them feel more confident in their travel decisions. By staying on top of what people are saying, your business can build a stronger online reputation and gain valuable insights on how to deliver superior guest experiences. TripAdvisor Review Analysis.

Analysis 56

Analysis Hotels Travel Guest Experience 56

Opinionator

NOVEMBER 29, 2020

When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. See the example below: .

Feedback 88

Feedback Case Study Guest Experience ROI 88

Opinionator

FEBRUARY 22, 2021

When a guest can deliver on location, instant guest feedback, even as they are consuming the service. Don’t be fooled – these methods are equally redundant, not providing real time feedback – and will not deliver insights on guest satisfaction or guest experience. See the example below: .

Feedback 86

Feedback Case Study Guest Experience ROI 86

Avaya

NOVEMBER 7, 2018

Organizations are realizing that just as they need to deliver digital experiences in the ways consumers demand, they must empower employees to innovate and disrupt. Enterprise software is increasingly embodying these consumer apps, reshaping the role of IT and the processes it manages to support internal communications.

Communication 71

Communication Guest Experience Hospitality Healthcare 71

Comm100

AUGUST 23, 2018

Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In this list, you will find the customer service developments that have reshaped consumer expectations, and that are on their way to determining the customer expectations of the future.

Exceptional Customer Service 104

Exceptional Customer Service Customer Service Chatbots Hotels 104

NetBase

MARCH 2, 2020

As the first of its kind, next generation consumer and market intelligence platform , we have so much to share with businesses around the actionable intel they could have at their fingertips. So, a Consumer and Market Intelligence Breakfast Seminar seemed the best way to deliver it en masse! Wingstop customers alone consumed 17.9

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

ReviewTrackers

AUGUST 30, 2017

On another note, consumers are taking more control over their healthcare options, and this is a trend that’s already taking place. Check out how today’s consumers make decisions in our 2017 Local Search Report. The good news is that restaurants can create better guest experiences with data. Focus on Local SEO.

Connections 50

Connections Customer Journeys Healthcare Banking 50