C3Centricity

JUNE 8, 2020

However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.

Hospitality 271

Hospitality Customer Centricity Hotels How To 271

Experience Matters

MARCH 19, 2015

Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings. Out of any of the 20 industries that we evaluated, the hotel industry saw the largest improvement over its 2014 ratings as the industry average increased by 6.2

Hotels 120

Hotels Customer Experience Effort Score Industry 120

ShepHyken

OCTOBER 26, 2018

Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. Recently, I had an experience at a “Five Star/Five Diamond” hotel that was the antithesis of what I had experienced at these and other luxury hotels. Less than an hour later, my luggage and suit were MIA.

Hotels 117

Hotels Hospitality Guest Experience Leadership 117

ijgolding

FEBRUARY 3, 2015

We are living in a world where consumer expectation is changing as rapidly as ever before. All around the world, this change in consumer expectation […]. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions.

Hotels 120

Hotels Case Study Study Travel 120

Vonage

JULY 7, 2017

Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. Taj Hotels and Resorts is similarly re-tooling its global luxury brand to embrace each locale in which it operates. Amp up your speed of service. It calls this concept “Taj-ness.”

Trends 177

Trends Consumers Customer Experience Hotels 177

Experience Matters

JUNE 1, 2016

Residence Inn, Holiday Inn Express, and Hilton deliver the best customer experience in the hotel industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […].

Hotels 120

Hotels Customer Experience Survey Industry 120

Experience Matters

OCTOBER 27, 2014

consumers): H-E-B , Food Lion , Burger King , Chick-fil-A , Publix , credit unions , Sonic Drive-In , Trader Joe’s , Dairy Queen , Kroger , Little Caesar’s , Starbucks , Piggly Wiggly , and Regions have the highest effort ratings. the others: parcel delivery services and retailers.

Hotels 248

Hotels Retail Industry Measurement 248

Steve DiGioia

MAY 23, 2022

Or what if you’re a franchised hotel that cannot match the rates of the corporate properties because you don’t offer the same amenities? Consumers who continually shop locally, do so for many reasons. Can you still provide the same level of service as others? I say yes, and you can even surpass them. Ask, simply ask them.

Fashion 361

Fashion Sports Hospitality Hotels 361

ijgolding

DECEMBER 9, 2014

We are all used to receiving random emails from organisations we interact with for both business and as consumers. As consumers demand more and more personalisation in the experiences they have, this seems like a perfectly sensible strategy. NH Hotels demonstrated how to get it RIGHT and create a good impression with the customer.

Hotels 212

Hotels Customer Retention Retail Communication 212

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. And that’s why the retail customer experience is more important than ever before.

Retail 397

Retail Customer Experience Airlines Hotels 397

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Break the journey into major touchpoints.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. However, despite this, I believe that the hospitality industry has a lot it can learn from consumer packaged goods (CPG). Research from Forbes shows that 81% of consumers’ purchase decisions are influenced by their friends’ social media posts.

Industry 222

Industry Strategy Hospitality Hotels 222

ijgolding

DECEMBER 22, 2014

Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. These pieces of plastic are all to do with loyalty schemes – coffee shops; retailers; hotels – and this is not all of them!!! When will it ever end?!

Loyalty 268

Loyalty Hotels Customer Retention Consumers 268

GetFeedback

NOVEMBER 25, 2019

Consumer Shipping: 78%. Hotels: 76%. Computer Software: 79%. Cooperative Energy Utilities: 75%. Credit Unions: 81%. Department and Discount Stores: 76%. Financial Advisors: 80%. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

C3Centricity

OCTOBER 1, 2019

We all know how extremely demanding consumers have become in recent years. I was recently in the US and as seems to be the norm these days, the hotel in which I stayed asked me to rate their performance afterwards. To think that a Hotel apologises for not exceeding my expectations! Companies need to deliver more, a lot more!

Customer Satisfaction 188

Customer Satisfaction Hotels Marketing Customer Centricity 188

Brandwatch CX

JUNE 1, 2022

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Hotels 90

Hotels Consumers Trends Industry 90

GetFeedback

JULY 19, 2019

Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints. We all feel it.

ROI 309

ROI How To Touchpoint Hotels 309

Kerry Bodine

OCTOBER 20, 2021

We find this simple, yet powerful chain of events in both business-to-consumer (B2C) organizations — like hotels and retailers — and in business-to-business (B2B) organizations — like consulting firms and enterprise software developers. Add that into your CX business case, and you’ll soon be on the superhighway to success.

Customer Experience 227

Customer Experience B2C Hotels B2B 227

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. Today’s consumers expect seamless and convenient interactions across multiple channels. What is Guest Experience?

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ijgolding

NOVEMBER 25, 2014

Our need for Wi-Fi has become so critical that most consumers see it as a basic requirement when interacting with organisations – unfortunately, many businesses do not quite see it that way. The hotel industry is one that needs to recognise the importance of Wi-Fi as a driver of customer dissatisfaction.

Social Media 212

Social Media Hotels Entertainment Retail 212

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

ECXO

JULY 16, 2024

The Hotel Industry’s Approach to Sleep: Leading hotel chains like Westin and Marriott have made sleep a cornerstone of their customer experience strategy. By doing so, they not only offer valuable health insights to consumers but also emphasize the importance of sleep in overall well-being.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

Experience Matters

APRIL 23, 2018

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries.

Industry 159

Industry Transportation Airlines Hotels 159

QuestionPro Audience

MAY 25, 2018

In addition to the rising temperatures, consumer spending is up! Keep reading to learn who, what, where, and most importantly, how much consumers are spending this Memorial Day weekend. While travelers may be spending more on gas, their wallets are getting a break when paying for airfare, car rentals and hotel stays.

Apparel 150

Apparel Travel Hotels Infographics 150

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Experience Hotel analyzed more than 9 million emails they sent to their guests. Even if you’re not in the hotel industry, you’ll find the results interesting.

Customer Service 158

Customer Service Loyalty Programs Hotels Infographics 158

QuestionPro Audience

MAY 18, 2018

But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. By embracing technology and innovation, brands can attract this intriguing generation of consumers. .

Travel 186

Travel Airlines Transportation Guidelines 186

eglobalis

SEPTEMBER 28, 2024

This approach not only frustrates customers but also shifts the dealer’s responsibility to the consumer, damaging long-term relationships and demonstrating a total lack of professionalism. This made it impossible to input the hotel address, and the system no longer recognized addresses that had previously been accessible.

Automotive 373

Automotive Loyalty System Return on Investment 373

Alida

OCTOBER 20, 2017

Research by Prophet found that 81 percent of consumers are unsatisfied with their health care experience, and the less they interact with the system, the happier they are. Only eight percent of health care organizations consider consumer expectation a high priority and have implemented several consumer-based strategies with some success.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

CSM Magazine

AUGUST 22, 2024

Premium hotels, amusement parks, and high-end restaurants continued to excel in customer service, outperforming other categories. 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

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. Customer Feedback Questionnaire for Hotels How would you rate your overall satisfaction with your recent stay at our hotel?

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

APRIL 3, 2024

It sets the tone for the entire company/consumer relationship. The digital customer experience has become an essential part of the way that consumers navigate the marketplace. It is common for consumers to switch channels multiple times throughout the course of an interaction. Why is Digital Customer Experience Important?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. The Importance of Customer Engagement Platforms Today, 70% of consumers expect a response from a customer service team within the same day.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) consumers during January 2015. Consumers answered the question on a scale from 1= “Very dissatisfied” to 7= “Very satisfied.” Based on a study of 10,000 U.S. Quotas were set to mirror the U.S.

Airlines 120

Airlines Hotels Banking Retail 120

ijgolding

SEPTEMBER 13, 2016

A hotel true to its word. We stayed in an independent hotel called Hotel Tres Reyes (the three kings). We had absolutely no idea what to expect from this hotel – but what we received was absolutely perfect. If you ever happen to be in Pamplona, I cannot recommend this hotel enough. The beauty of children.

Hotels 120

Hotels Customer Experience Conference Customers 120

Vonage

JUNE 5, 2018

The Ritz-Carlton Hotel Company. Part of Marriott International, the luxury hotel company goes above and beyond for its customers to deliver an award-winning service across 91 properties and 30 countries. How The Ritz-Carlton Hotel Company approaches customer service.

Self Service 136

Self Service Company Hotels Entertainment 136

QuestionPro Audience

JULY 6, 2018

Now consumers have moved beyond organic pet food and dog walkers and into the cosmetic space. Luxurious pet hotels and spas have opened up to offer mud masks ($25), oatmeal soaks ($30), blueberry facials ($10) and more. PLASTIC SURGERY. SPA TREATMENT.

Hotels 34

Hotels Insurance Innovation Industry 34