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

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

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

CSM Magazine

AUGUST 22, 2023

One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience. But how can hotels stay on top of their Customer Experience (CX) game using chatbots? The key lies in crafting up-to-date chatbot flows and experiences.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

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

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

Fox Metrics

MARCH 8, 2023

Online ordering through takeout apps, reservation platforms, and website visits all channel customer information, creating guest profiles. That information has become invaluable to personalizing guest experiences when ordering or visiting restaurants. Customers prefer a slimmer, more focused menu.

Data 52

Data Guest Experience Hospitality Analytics 52

Opinionator

MARCH 10, 2021

Should I Bother with Feedback? As an business owner, you know that customer feedback is valuable. Specifically critical when determining a customer’s needs and tastes, and if the business is delivering on them. It can also help improve the services and products and develop strategies for customer loyalty.

Feedback 87

Feedback Guest Experience Hospitality Customers 87

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 106

Tourism Entertainment Guest Experience Hospitality 106

ReviewTrackers

APRIL 17, 2017

Customers expect a positive experience when they dine at your restaurant. Online reviews are a vital source of customer feedback to improve the guest experience. They’re also a key source of information for customers when searching for a restaurant. Customers are 46.7

Customer Success 62

Customer Success Guest Experience Trends Feedback 62

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

ReviewTrackers

MARCH 21, 2019

million accommodations, airlines, experiences, and restaurants. User reviews of your business on TripAdvisor also have the power to bring customers in or drive them away. For more comprehensive information, read our complete guide to TripAdvisor for Business. Respond to your customers. TripAdvisor Review Analysis.

Analysis 56

Analysis Hotels Travel Guest Experience 56

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 52

Feedback Case Study Guest Experience ROI 52

BirdEye

JUNE 21, 2023

In today’s cutthroat business world, staying informed about your competition is more crucial than ever. A competitor analysis evaluates the choices your customers have when shopping for your product or service. Airbnb monitors guest feedback without taking on the burden of hundreds of guest rooms.

Analysis 97

Analysis Social Media Hotels Competitive Advantage 97

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 260

Tips Management Social Media Hotels 260

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 260

Tips Management Social Media Hotels 260

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Focus on Local SEO.

Connections 50

Connections Customer Journeys Healthcare Banking 50

ReviewTrackers

FEBRUARY 25, 2019

for those who have not taken the time to answer any of their customers’ reviews. Taking part in the conversation and demonstrating that the owner cares about feedback can definitely help a traveler convert from a casual browser into a potential guest. Can I edit my TripAdvisor response to a review?”. Say thank you.

Examples 91

Examples Hotels How To Travel 91

delighted

JANUARY 28, 2020

Selecting the precise time to solicit feedback from your customers can have a huge impact on both the quality and quantity of the responses you receive. If you send your NPS survey too early, your customers may not have a full story to tell. The old way of timing customer feedback surveys.

NPS 44

NPS Survey Ecommerce Hotels 44

Clarabridge

MAY 4, 2017

Coming off of the heels of a noteworthy first day and a night of ‘getting into the groove’ with an eighties cover band at LIV Nightclub, Day 2 of Clarabridge Customer Connections (C3) Conference did not disappoint! HCSC and Northridge Group Break Down the Importance of an Effortless Experience. Enter Clarabridge.

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

Qualtrics

JULY 2, 2019

We always strive to connect customer needs for building a great customer experience with direct impact to their business. Check out some of the latest product innovations available now to close experience gaps and deliver breakthrough experiences. What your customers and prospects say in social media matters.

Innovation 39

Innovation Social Media NPS Contact Center 39

NetBase

MARCH 2, 2020

Nicki Zink discussed how taking an integrated approach to research methodology empowers brands to smarter strategic decision making, instead of merely informing tactical digital decisions. Wingstop customers alone consumed 17.9 As a result, customer net sentiment on game day 2020 jumped an amazing +7% from 2019 game day.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

ReviewTrackers

MAY 15, 2017

In today’s world where consumers are more empowered than ever by technology and access to seemingly unlimited sources of information on the Internet, your online reputation can either serve as your ultimate competitive differentiator or work against your favor, leading to serious losses. This is where hotel reputation management comes in.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. In a time of endless choices, interpreting customer feedback is key to staying competitive – a lesson Airbnb excels in.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

Grade.us

APRIL 2, 2019

Priming customers for reviews Post-transaction requests The feedback interview Prestigious invite Applause request Satisfied follow-up The survey interview Free trial follow-up Reviews from references The unhappy customer Use Your Email Review Request Templates! SMS messages give you immediate access to customers.

Automotive 42

Automotive Hospitality Healthcare Feedback 42

BirdEye

MARCH 4, 2024

Encouraging customers to leave feedback that highlights all the desirable aspects can be a daunting task. The study also revealed that customers read around two to five reviews before forming an opinion about any business. To transform these views into actual guest visits, enhancing your online review strategy is crucial.

Examples 95

Examples Social Media Hospitality Guest Experience 95

SurveySparrow

OCTOBER 12, 2023

A questionnaire is a structured set of questions designed to gather specific information. It consists of a set of well-thought-out questions designed to gather specific information from people. A questionnaire is a set of structured questions designed to gather specific information from respondents. Conciseness: Be precise.

Examples 52

Examples Survey Analysis Groups 52

Interactions

MARCH 6, 2019

So, how can you meet your guests’ needs while managing costs and optimizing revenue? With conversational AI, you can let your customers order food and engage with your restaurant digitally while freeing up resources to focus on more crucial tasks. Giving your guests an easy and stress-free way to order their food is crucial.

Rewards Programs 89

Rewards Programs Multi-Channel Guest Experience Conference 89

ReviewTrackers

MARCH 3, 2019

Depending on what they say, reviews of your business on travel website TripAdvisor can bring customers in or drive them away. These stats suggest that potential customers are likely to make a decision about whether or not to book or spend money with you based on reviews they see on TripAdvisor. Update your listing information.

How To 70

How To Hotels Travel Guest Experience 70

ReviewTrackers

APRIL 29, 2019

OpenTable = More Customers. That’s a lot of new customers for your business. By providing accurate information on your OpenTable page, images, and reviews you can give people everything they need to make an informed decision about their dinner plans. Potential customers see reviews as validation from past customers.

Management 91

Management How To Analytics Guest Experience 91

delighted

MAY 10, 2017

Selecting the precise moment in which to solicit feedback from your customers can have a huge impact on both the quality and quantity of the feedback you receive. Survey too early and your customers may not have a full story to tell. Many companies conduct their feedback programs on an annual or quarterly basis.

NPS 41

NPS Survey e-support Hotels 41

Michel Falcon Experience

APRIL 11, 2019

My approach to customer experience strategies to grow a business. Because when you pay for your groceries, a customer says thank you to the person that takes payment, and is out of thank you’s by the time they pass you as the bag boy. I had the aspirations to grow this big experience, design advisory firm in my early 20s.

Culture 60

Culture Leadership Hospitality Meeting 60