InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ECXO

DECEMBER 25, 2024

Provide convenience and speed: Long wait times and cumbersome processes are deal-breakers. Foster a culture where employees feel valued and motivated to deliver exceptional service. Why It Works: Happy, empowered employees are more likely to create positive customer experiences. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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. Who took them?

Hotels 52

Hotels Marketing Guest Experience Travel 52

Playvox

APRIL 14, 2022

While there are many quantitative metrics to measure, such as how long it takes to cook a dish or the average customer wait time, identifying those intangible qualities of customer service can be a little trickier. Ritz-Carlton knows that a key to providing superior customer experiences is hiring the right people.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

NetBase

MARCH 2, 2020

And this insight helped them develop new content to drive reconsideration through cultural relevance, which included a humorous tip of the hat to the pumpkin spice trend that comes around every fall. Wingstop sets up a “command center” to track and respond to customers in real-time on game day to make sure they have a great guest experience.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

Happy or Not

APRIL 1, 2025

Collecting customer feedback at the right place and time allows businesses to understand these unique interactions and optimize services accordingly. For example, feedback collected at a checkout counter may focus on wait times, staff friendliness, or payment options.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36