Vonage

JULY 13, 2017

The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. A woman goes online to search for a hotel to stay at during her upcoming trip to New York. She types in “hotels in New York” in the search box and results populate the page. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

SuiteCX

MAY 25, 2016

Amazon is a classic example of collecting and using personal information to improve customer engagement. Customers contribute to relevant personalization each time they rate a product. The consummate example of understanding fundamentally what customers want and translating that into a successful service comes from Airbnb.

Case Study 100

Case Study Study Customer Engagement Engagement 100

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Company 231

Company Hotels Social Media Innovation 231

InMoment XI

JULY 16, 2024

Predictive analytics helps in anticipating customer needs and adapting strategies in real-time. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Predictive analytics helps in anticipating customer needs and adapting strategies in real-time. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction.

Tips 195

Tips Management Social Media Hotels 195

Michelli Experience

NOVEMBER 1, 2017

Adolpho’s Lessons for Employee and Customer Engagement. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Hotel brands sometimes thank customers for their 10th or 100th stay. Support your customers’ goals. What about when they complete a training process or post about your brand on social media? Look for milestones. Are there milestones to recognize? Can you plan for appreciation at key points in the relationship?

How To 372

How To Airlines Social Media Course 372

Vonage

JULY 7, 2017

Taj Hotels and Resorts is similarly re-tooling its global luxury brand to embrace each locale in which it operates. ” Read more about updating your customer experience, read NewVoiceMedia’s whitepaper, “ Making customer engagement a winning strategy.”. It calls this concept “Taj-ness.”

Trends 177

Trends Consumers Customer Experience Hotels 177

Michelli Experience

DECEMBER 27, 2016

I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Published on: January 29, 2016. I think it comes down to four areas: 1.

Hotels 48

Hotels Customer Service Social Media Travel 48

AskNicely

AUGUST 22, 2018

customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year. They say the average person participates in 6.4

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.

Customer Engagement 63

Customer Engagement Engagement Customer Journeys B2C 63

Kayako

JULY 28, 2022

Gives customers confidence they can resolve their issue, so they don’t abandon the attempt too early. The place to start with a self-service first strategy that benefits customer engagement and experience is to improve knowledge management for customers. What is Knowledge Management?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

ShepHyken

FEBRUARY 13, 2024

While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. The value of an exceptional customer experience cannot be understated, regardless of the product’s price tag. The answer is simple.

Customer Experience 144

Customer Experience Transportation Hotels Airlines 144

ShepHyken

JULY 11, 2023

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118

Hotels Customer Service Training Course Communication 118

Experience Investigators by 360Connext

APRIL 28, 2015

We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back. From the moment we entered the Vero Beach Hotel and Spa, we were struck by the small touches that welcomed us at seemingly every turn.

Customer Experience 110

Customer Experience Hotels Travel Policies 110

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall. No more broken treadmills! How lovely.

Travel 110

Travel Hotels Guest Experience Airlines 110

ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. It’s usually a box of chocolates, a bottle of wine or something the hotel can provide.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Customers know to expect excellent hospitality and high-end service from a 5-star resort. Customers also understand they have a clean room and a place to stay the night at a lower-cost, no-frills hotel. The brands of those hotels are different, and the promise to customers is different, too.

How To 214

How To Airlines Brands Hotels 214

InMoment XI

APRIL 3, 2024

This means prioritizing positive interactions with products and services, engaging with people online, implementing customer feedback, and more. A well-designed digital experience can increase customer engagement and interaction with a brand.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Michelli Experience

NOVEMBER 14, 2017

I am delighted to have known Ed for years and am honored (beyond words) that he listed me as a member of his trusted personal board of directors in a recent article for Hotels Magazine. This week Ed Mady is being recognized as Hotelier of the World by Hotels Magazine at an awards ceremony at The Lotte New York Palace.

Brands 113

Brands Hotels Leadership Guest Experience 113

Currency Alliance

FEBRUARY 26, 2021

The reason it is so hard for airlines to earn direct sales is because customers like to shop around in an OTA’s marketplace. Most airlines do sell hotel stays, but since that is not their core business, it is often outsourced to someone else. For instance, you may be a grocery store or a hotel chain.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

BirdEye

FEBRUARY 20, 2025

As customers increasingly turn to online reviews to evaluate products and services, businesses that optimise their presence on key platforms can gain a significant competitive advantage. Customers trust these platforms for specialised insights and recommendations, whether choosing a dentist, finding a tradesperson, or booking a hotel.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Michelli Experience

AUGUST 17, 2016

The experiences on which I’ve come to concluded the importance of “interpersonal engagement” stems from my work with and the books I have written about companies like the Pike Place Fish Market, Zappos, The Ritz-Carlton Hotel Company, Starbucks, and UCLA Health Systems. 2) Customer Engagement Drives Loyalty and Advocacy.

Employee Engagement 100

Employee Engagement Hotels Loyalty Customer Engagement 100

InMoment XI

AUGUST 26, 2024

For example, a Google search for “hotel near me” might highlight top directories like Tripadvisor, Yelp, and Foursquare. By monitoring key metrics, you can make data-driven decisions to optimize your listings for better online visibility and customer engagement.

Effort Score 195

Effort Score Software Customers Brands 195

Michelli Experience

AUGUST 10, 2016

It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!

Hotels 125

Hotels Infographics Loyalty Programs Customer Experience Professionals 125

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Experience Investigators by 360Connext

JANUARY 12, 2015

As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while. Realizing I never rented a car because the client was across the street, the hotel front desk person offered to pick me up from the airport each month so I wouldn’t have to take a cab. Instead of greeting a frequent shopper with a “You again?”

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

InMoment XI

FEBRUARY 5, 2024

Users can leave reviews for various establishments such as restaurants, hotels, shops, and more. Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers. These reviews often include ratings, written feedback, and sometimes photos.

Competitive Advantage 195

Competitive Advantage Software Guidelines Hotels 195

Topdown

FEBRUARY 27, 2017

But there’s another big lesson every industry can take away from retail and hospitality: happy employees make happy customers. Think about your own recent visits to stores, restaurants or hotels. How did that impact your experience as a customer? How did it impact your impression of the brand?

Engagement 48

Engagement Customer Engagement Hospitality Hotels 48

TechSee

OCTOBER 23, 2018

Thanks for calling our Hotel. Personalization as a driver in customer service. AI has the power to achieve mass personalization by harnessing huge amounts of data from multiple data sources and uncovering patterns in customer behavior. Examples of AI-Driven Personalized Customer Service. How may I help you?

Tools 157

Tools Customer Service Chatbots How To 157

Avaya

FEBRUARY 7, 2017

So, how can hotels stay ahead? Here are five ways hospitality leaders and/or IT decision makers can begin building a successful digital strategy: Extend customer communications beyond the call center: Customer relationships are shaped across every business unit at every touch point, so why quarantine communications within the call center?

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

ReviewTrackers

JUNE 27, 2019

Entitled “Hotel Performance Impact of Socially Engaging with Consumers” and authored by Chris Anderson and Saram Han of the Cornell University School of Hotel Administration, the study analyzed review data on TripAdvisor and examined the effects of reviews and review responses on reputation and revenue.

Management 85

Management Hospitality Hotels Net Promoter Score 85