InMoment XI

NOVEMBER 2, 2022

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. In order to achieve true ROI, you need to take an integrated approach to experience by breaking down data silos and creating one ecosystem of data. Total nightmare, right? Let’s dive in!

ROI 370

ROI Return on Investment Airlines Call Center 370

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. If you market well but the experience isn’t there, your marketing won’t stick. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Lee West, Pastor of Guest Experiences @GatewayPeople Click To Tweet.

System 162

System Hospitality Customer Experience Guest Experience 162

InMoment XI

OCTOBER 3, 2024

Did you know that customer acquisition costs have risen by over 200% over the last 10 years? It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. What Is Customer Retention? What Is Customer Retention?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

CSM Magazine

FEBRUARY 19, 2025

With the introduction of artificial intelligence, the way restaurants interact with their guests is evolving rapidly. From automated order processing and personalized recommendations to optimized feedback systems, AI is not only streamlining operations but also enhancing the customer experience in profound ways.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

InMoment XI

AUGUST 1, 2024

Understanding customer sentiment is essential for businesses trying to enhance their customer experience and drive growth. In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. What is Customer Sentiment?

Measurement 195

Measurement Effort Score How To Hotels 195

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. And the answer is simple – by offering what customers expect.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

BirdEye

APRIL 1, 2025

Youll learn how to collect and respond to feedback, avoid negative publicity, implement the right tools, and ultimately turn your reviews into revenue. Builds guest trust 2. Defuses negative feedback 3. Motivates more feedback 4. Use the review feedback loop 2. Table of contents What is hotel review management?

Hotels 52

Hotels Management Guest Experience Hospitality 52

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. Our strategy includes enhancing the NLP stack and integrating traditional and deep-learning models, emphasizing user-driven customizations and advanced NLP techniques.

Analytics 195

Analytics Effort Score Social Media Innovation 195

InMoment XI

JUNE 7, 2024

REPORT Hospitality Reputation Benchmarks Report 2024 InMoment’s 2024 Hospitality Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the hospitality and restaurant industries — and how these reviews reflect the experiences patients want to have.

Hotels 195

Hotels Management Social Media Hospitality 195

Helpware

FEBRUARY 14, 2023

The hospitality sector is an industry highly dependent on customer satisfaction. Great reviews are often proof of a great hotel guest experience. When more people share their positive experiences online, the hotel’s reputation dramatically improves.

Guest Experience 70

Guest Experience Hotels Hospitality Strategy 70

Happy or Not

APRIL 1, 2025

Understanding customer sentiments is crucial for businesses looking to enhance customer experience and drive long-term success. Many businesses focus only on third-party review sites or social media comments rather than developing a structured customer feedback program.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Overlooking it might spell your downfall.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Overlooking it might spell your downfall.

Tips 195

Tips Management Social Media Hotels 195

CSM Magazine

MARCH 17, 2025

The customer is always right. Some challenging customer behaviors are making it clear that this principle isnt always fair, practical, or sustainable for restaurants in todays world. From creative dishes to maintaining smooth service, restaurant teams dedicate endless hours to creating enjoyable dining experiences.

Hospitality 52

Hospitality Social Media Policies Guest Experience 52

Opinionator

FEBRUARY 22, 2021

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. Customer defection rates are getting worse. A typical American business will lose 15 percent of its customers each year.

Feedback 86

Feedback Case Study Guest Experience ROI 86

Experience Investigators by 360Connext

JULY 16, 2019

Do you know your customer experience strategy? I talk to many leaders about their customer experience strategy, and confidence in CX execution is a consistent concern among them. There is fanfare around customer experience ideas. Not enough to make a difference to your customers. But then what?

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

BirdEye

DECEMBER 27, 2024

While creating exceptional food and dining experiences remains at the core, success increasingly depends on how well you can inspire happy customers to share their experiences through online reviews. When potential customers look for dining options, they turn to online review sites as their first stop.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

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. The right platforms can influence buying decisions, enhance search rankings, and provide valuable customer feedback.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Qualtrics

FEBRUARY 16, 2021

The guest experience could be the difference between whether a guest returns or not. Explore the ways that organizations can use guest experience as a key factor of their success. What is guest experience? The guest experience is the cumulative effect of every interaction your guests have with you.

Guest Experience 49

Guest Experience Trends Tips Hotels 49

Stella Connect

JANUARY 18, 2022

In the early stages of my career I analyzed my interactions with brands, products or services, looking for common themes — a crazy-making activity that eventually led to my first book, The Ten Principles Behind Great Customer Experiences. What makes creating great customer experiences so difficult in practice?

Customer Experience 102

Customer Experience Contact Center Guest Experience Training 102

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. If you shoot for 80% guest (customer) satisfaction, you’ll never know the joy of 96%.

Hospitality 112

Hospitality Guest Experience Advertising Culture 112

DCX

OCTOBER 22, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. In the world of customer experience, failure is a secret weapon. You craft what you think is the perfect solution to a nagging customer pain point. Because customers are a fickle bunch (bless their hearts). Thank you! But stick with me here.

Social Media 52

Social Media e-support Innovation Course 52

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today.

Hospitality 52

Hospitality Trends Industry Hotels 52

InMoment XI

SEPTEMBER 25, 2024

As the capabilities of NLP continue to expand, it further revolutionizes various industries, enhances user experiences, and opens new avenues for research and innovation. For instance, product teams can extract data specific to their products, while service teams can focus on improving customer service.

Data 195

Data Social Media Net Promoter Score Analysis 195

ShepHyken

OCTOBER 31, 2017

Josh also explains how to recover from service failures and gain loyal customers. If you have customers (and I know you do), this this is a powerful must-listen-to episode of Amazing Business Radio! Validate the customer’s comments even if you don’t agree with what is being said. T – Thank: Thank the customer for the complaint.

Tourism 110

Tourism Entertainment Guest Experience Hospitality 110

ShepHyken

JANUARY 7, 2022

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. He shares the four reasons why businesses should not shy away from customer complaints.

Guest Experience 85

Guest Experience Entertainment Hospitality Culture 85

inmoment

APRIL 5, 2019

If you’re in the food service industry , then you’re no stranger to the guest experience. In fact, the customer experience (CX) and food service industries have evolved together overtime. Well, the food service industry was one of the first to embrace the idea of customer experience. What do I mean by this?

Guest Experience 40

Guest Experience How To eBook Touchpoint 40

inmoment

SEPTEMBER 19, 2019

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. Here are a few strategies to get you started: Improving Experiences Today.

Guest Experience 40

Guest Experience Entertainment Hospitality Brands 40

BirdEye

JANUARY 24, 2025

By showcasing your hotel brand’s values and experiences on social media pages, youre able to reach diverse audiences globally and locally. Highlighting your propertys ambiance through visual content attracts both new customers and repeat guests. Run contests and giveaways to engage followers and attract new customers.

Social Media 52

Social Media Hotels Strategy Marketing 52

Alida

JANUARY 26, 2017

AMB Sports & Entertainment (owner of Atlanta Falcons, Atlanta United FC and Mercedes-Benz Stadium) knows that the experience in the new stadium needs to match the building’s beauty and grandeur. At Atlanta Falcons, improving the fan experience starts from the top. Assemble a team focused on fan experience.

Sports 90

Sports Entertainment Tips Guest Experience 90

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. Customer defection rates are getting worse. A typical American business will lose 15 percent of its customers each year.

Feedback 94

Feedback Case Study Guest Experience ROI 94

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. Customer defection rates are getting worse. A typical American business will lose 15 percent of its customers each year.

Feedback 88

Feedback Case Study Guest Experience ROI 88

inmoment

NOVEMBER 26, 2019

Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. . How Guest Feedback Impacts Department Roles . Think again.

Feedback 40

Feedback Guest Experience How To Brands 40

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. High Costs: Hiring and training multilingual staff is expensive and time-consuming.

Tools 52

Tools e-support Customer Satisfaction Travel 52