ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story.

Customer Service 162

Customer Service Guest Experience Loyalty Programs Hospitality 162

InMoment XI

OCTOBER 3, 2024

Guest Retention Strategies Guest retention is critical for businesses in the hospitality industry, such as hotels, restaurants, and entertainment venues. Working to improve the guest experience and encouraging them to return can lead to increased revenue, positive online reviews, and valuable word-of-mouth marketing.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ENGAGE.cx

SEPTEMBER 23, 2015

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. A customer-experience driven B2C CRM like ENGAGE.cx for free today.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 70

Customer Service Hospitality Hotels Customer Retention 70

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

InMoment XI

AUGUST 14, 2024

Finance AI can analyze customer feedback from banking apps, online banking services, and customer service interactions to identify common issues such as transaction errors or poor user experiences. For example, a hospital might use AI to detect recurring complaints about long waiting times or the quality of care.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

InMoment XI

AUGUST 1, 2024

Create a Strategy to Fix Common Pain Points Now that you have identified your customers’ most common pain points, it’s time to develop a strategy to address these issues. The insights you gain can also inform future improvements in product or service quality.

Measurement 195

Measurement Effort Score How To Hotels 195

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? What is Customer Experience Automation? Organizations that invest in AI and automation report that it has helped them better serve customers.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Magellan Solutions

DECEMBER 4, 2023

It harmonizes a symphony of impeccable guest arrivals and content patrons. It guarantees that your hotel thrives by providing top-notch hospitality services. Our goal is to provide exceptional service that sets a new standard for hospitality. We are your partner in providing exceptional hospitality.

Hotels 52

Hotels Management Hospitality Guest Experience 52

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. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective.

Hospitality 147

Hospitality Guest Experience Advertising Culture 147

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is a data-driven guest experience and retention platform focused 100% on building operator-focused tools.

Technology 52

Technology Hotels Guest Experience Hospitality 52

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Some of those associates may have graduated from a hospitality school.

eBook 60

eBook Hospitality Culture Hotels 60

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

Eptica

JULY 15, 2020

it highlights that you need to understand customers personally to elevate the ir experience. So, would your mother be happy with the outcome – and would your customer service decision make her proud of you? In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?,

Customer Experience 119

Customer Experience Case Study Guest Experience Hospitality 119

ShepHyken

DECEMBER 17, 2019

The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

InMoment XI

SEPTEMBER 25, 2024

For instance, product teams can extract data specific to their products, while service teams can focus on improving customer service. These AI bots can understand and answer customer questions. These tools can understand and answer customer questions quickly. Why is Natural Language Processing Important?

Data 195

Data Social Media Net Promoter Score Analysis 195

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. appeared first on Shep Hyken.

Guest Experience 86

Guest Experience Entertainment Hospitality Culture 86

Magellan Solutions

JUNE 10, 2021

Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. These are especially the people behind the successful hospitality businesses. Excellent customer service means never allowing the concierge desk to sit empty. We work with you to create the ultimate guest experiences.

Hotels 52

Hotels Entertainment Hospitality Call Center Solutions 52

Kustomer

JUNE 9, 2021

Not only is it critical for businesses to solve a customer complaint the first time, it can truly sway a customer’s lifelong experience with that brand. consumers were willing to spend more when companies provided exceptional customer service. According to an American Express survey , U.S.

Tourism 76

Tourism eBook Guest Experience Hospitality 76

ShepHyken

OCTOBER 31, 2017

With more than 12 years of experience in the Hospitality, Tourism, and Attractions Industry, Joshua specializes in guest experience training, feedback analysis, mystery shopping, and quality assurance consulting.

Tourism 111

Tourism Entertainment Guest Experience Hospitality 111

CSM Magazine

MAY 12, 2022

Though the start of the global pandemic prevented or reduced travel, the distribution of vaccines and a decline in hospitalizations have prompted people to get back out and explore. While owning a vacation rental can work in your favor, the key to generating income boils down to quality customer service and experiences.

Customer Experience 52

Customer Experience Tips Travel Entertainment 52

CSM Magazine

MARCH 27, 2023

However, even a stunning venue can be overshadowed by subpar service staff. The key to having successful events is having a team that pays attention to detail and makes sure that your guests’ experience is as pleasant and stress-free as possible. Prioritize Personality Of course, it’s not just about experience.

Guest Experience 52

Guest Experience Hospitality Customer Satisfaction Communication 52

ENGAGE.cx

OCTOBER 13, 2016

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. A Connected Customer Engagement solution like ENGAGE.cx To see how ENGAGE.cx

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Experience Investigators by 360Connext

JULY 16, 2019

Do you know if your customer experience strategy is discussed in meetings that don’t have “customer experience” in the title of the agenda? Does your product team, marketing team, customer service group or others know enough about the strategy to include key parts of it in their own work?

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

ENGAGE.cx

OCTOBER 14, 2015

It’s fair to say the hospitality industry aims to welcome guests to its properties the way a host welcomes visitors into his or her home. Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can.

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 40

Opinionator

MARCH 10, 2021

A customer comment card is a way to gather customer feedback for a business in the form of a review, comment or suggestion from the customer base. These comment cards are most often found in retail stores, but are also used in other industries, such as banks, restaurants and hospitals.

Feedback 87

Feedback Guest Experience Hospitality Customers 87

Michel Falcon Experience

NOVEMBER 20, 2019

We want all our team members to take ownership of the guest experience and their professional development. Below is an image of our entire process that has helped us experience an employee retention rate 2.5x higher than the hospitality industry average. These same professionals apply and teach themselves to get better.

Employee Engagement 89

Employee Engagement Engagement Culture Guest Experience 89

Beyond Philosophy

MARCH 6, 2017

The problem is, your profit margin is now so low that it’s hard to find the money to improve other areas such as customer service. Research has consistently shown that price is only one factor that customers consider in determining value. The second problem with the price=value equation is that it’s simply not true.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

Smith+co CX

DECEMBER 8, 2020

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. One of the hardest hit sectors in the is the hospitality industry. So, we recently decided to have a short staycation in the UK to see how hospitality was faring post-lockdown.

Hotels 36

Hotels Hospitality Guest Experience Innovation 36

Customer Enthusiast

AUGUST 2, 2017

The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel. 82% of guests question the value for price paid , thinking they overpaid for their stay at least sometimes. Unfriendly employees. Lacking effort.

Hotels 40

Hotels Guest Experience Exceptional Customer Service Study 40

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. By quickly responding to a TripAdvisor review, you can show prospective guests that you take customer service seriously.

Examples 91

Examples Hotels How To Travel 91

CSM Magazine

AUGUST 26, 2019

AYANA Midplaza JAKARTA is a globally reputable urban sanctuary where modern amenities blend with the authentic Indonesian hospitality. Many of the guests comment on the excellent service and attention from “the brilliant customer service team”. Staff make customers feel at home, with genuine attention and care.

Conference 40

Conference Entertainment Guest Experience Hospitality 40

SurveySparrow

OCTOBER 12, 2023

Respondents choose from a scale, offering nuanced insights into opinions or attitudes. “On a scale from 1 to 5, how satisfied are you with our customer service? (1 Measuring Satisfaction and Feedback Businesses and service providers often use questionnaires to measure customer satisfaction levels and gather feedback.

Examples 52

Examples Survey Analysis Groups 52

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101