InMoment XI
FEBRUARY 7, 2024
The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. Hotel customers are no exception. So much time locked inside caused a massive correction.
NICE inContact
NOVEMBER 13, 2018
Recently I was forced to stay in a hotel because my flight was canceled due to bad weather. When I showed up at the hotel, I couldn’t believe how long the line was to check in. Depending on your business, respecting the customer’s time could mean different things. It’s just frustrating. How could they not have known?
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Kayako
JULY 28, 2022
Instead of more choices and channels, companies should optimize a self-service process that: Prioritizes customers’ ability to resolve their problems via self-service. Gives customers confidence they can resolve their issue, so they don’t abandon the attempt too early.
Steve DiGioia
SEPTEMBER 9, 2016
At its essence, this is a question about recommendations/referrals, which is inextricably linked to reputation, which, in turn, is inextricable linked to customer confidence in the organization’s performance/product & service quality. Interested in writing a guest post and be published here? Click to find out how. How about you?
ShepHyken
JUNE 24, 2019
My Comment: If you want customers to come back, they must have confidence that the experience they have with you will be consistent and predictable. This article focuses on one of the key strategies in driving customer confidence, and that’s creating trust. Numbers one, two and four are non-negotiable.
ShepHyken
OCTOBER 5, 2016
As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. This was an after-dinner talk. It just so happens that the company’s corporate colors were blue and orange.
ShepHyken
MAY 2, 2018
As I was heading to the FedEx office, one of my fellow speaker-buddies told me he took his to the front desk of the hotel where they conveniently accommodated his request to ship the gift to his home. I had a chance to talk to the hotel manager about what happened. I decided to do the same, but my experience was the antithesis of his.
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