InMoment XI

JUNE 7, 2024

Hotel reputation management has never been more important. With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. A bad review or post gone viral could deter potential guests from ever getting to your website.

Hotels 195

Hotels Management Social Media Hospitality 195

SurveySensum

JULY 3, 2019

Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Real-time and actionable insights can drive a successful guest experience management for restaurants. Listening to guests is crucial! Conclusion.

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

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? Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Opinionator

JANUARY 7, 2025

With the rise of social media, many businesses are faced with the dilemma of choosing between traditional guest experience surveys and spontaneous social media feedback. Think of it this way: […] The post Guest Experience Surveys vs. Social Media Feedback: Which is More Reliable?

Social Media 94

Social Media Guest Experience Feedback Survey 94

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. Now the question comes how to improve experience instantly.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of.

Hotels 120

Hotels Contact Center Groups Guest Experience 120

IntouchInsight

APRIL 4, 2024

Whether through efficient drive-thru lanes, user-friendly self-service kiosks, or intuitive mobile apps, each touchpoint shapes the guest experience, influencing satisfaction and loyalty. In the dynamic , competitive restaurant industry, every customer interaction counts.

Self Service 208

Self Service Measurement Customer Experience Guest Experience 208

ECXO

DECEMBER 25, 2024

Excellent CX involves setting boundaries and managing expectations transparently. Example Action: Create a private Facebook group or forum for customers to share experiences and feedback. Simplify Processes for Customers What to Do: Reduce friction in your processes, such as checkout, returns, or account management.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 3, 2024

Provide Dedicated Account Management In order to keep account satisfaction levels high, assign dedicated account managers that serve as a single point of contact. These account managers can provide personalized service, respond to inquiries quickly, and gain a better understanding of the account’s needs.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ShepHyken

JANUARY 25, 2021

5 Step Plan to Create the Perfect Guest Experience by Patrick Landman. Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. and you will see how works, regardless of the business.

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

Customer Bliss

APRIL 19, 2019

You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. Establish a Framework to Connect All Facets of Your Business. I love what I do.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

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

Interactions

JULY 24, 2019

We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. With GXP, we’ve taken that expertise and experience and applied it to the Food Services industry to revolutionize digital ordering and guest care. The Guest Experience Platform (GXP).

Guest Experience 54

Guest Experience Interaction Social Media Wait Times 54

ReviewTrackers

APRIL 29, 2019

Operating a restaurant is tough work, but managing OpenTable along with daily operations can make the workload easier. You Can Manage OpenTable Alongside Your Restaurant Operations. The basic package is the Electronic Reservation Book (ERB) system, which uses a local terminal to manage reservations. A Better Guest Experience.

Management 91

Management How To Analytics Guest Experience 91

CX Centric

MAY 25, 2021

This will be an international interactive discussion, and will include a keynote from Alec Dalton, Senior Manager at Marriott International, and also from Sharon Head, Head of Customer Success at Freshworks. This change has dealt a significant impact on the management and marketing activities of hotels across the globe.

Hospitality 52

Hospitality Guest Experience Hotels Tourism 52

ReviewTrackers

MAY 15, 2017

Whether you’re managing a boutique resort with a dozen rooms or an international destination brand with tens or hundreds of hotel properties around the world, your ability to monitor, influence, and improve the way your hotel is perceived online by existing and potential guests can spell the difference between winning and losing.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

CSM Magazine

MARCH 17, 2025

But even Rogers acknowledges that managing customer expectations comes down to fairness. A happy team is better equipped to deliver memorable guest experiences. For him, its about recognizing that customers may have bad days or come with misunderstandings, and he chooses to address complaints with empathy.

Hospitality 52

Hospitality Social Media Policies Guest Experience 52

ENGAGE.cx

SEPTEMBER 23, 2015

When you arrive to your room, there is a handwritten card from management, welcoming you. The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure.

Guest Experience 40

Guest Experience Hospitality Hotels CRM 40

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 115

Hotels Hospitality Guest Experience Leadership 115

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

Wired and Dangerous

DECEMBER 15, 2014

Let me get my manager. Less than 1 minute later Jason the restaurant manager appeared and stated he could help us. We were amazed by Jason’s attention to detail and desire to provide a great guest experience. I bet we can do that for you guys” Lacey confidently replied. Is that your preference?’ Jason asked.

Innovation 129

Innovation Guest Experience Customer relationships Customers 129

inmoment

AUGUST 27, 2019

So if your restaurant isn’t available on food delivery apps, guests may move on to your competition. . But those wary of jumping on board with a restaurant delivery brand like Grubhub and DoorDash worry about putting their guests’ experience—from the state of the food at arrival to the speed at which it arrives—in someone else’s hands.

Guest Experience 40

Guest Experience Brands eBook Survey 40

BirdEye

DECEMBER 27, 2024

This guide reveals proven strategies to generate authentic reviews, manage your presence across review sites, and build a compelling online story that brings more diners to your tables. Through strategic use of review management platforms like Birdeye, restaurants can ensure these stories reach and influence the right audiences.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. She actually managed the branding for Burj al Arab, considered by some to be the most luxurious hotel in the world.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Magellan Solutions

DECEMBER 4, 2023

Imagine the opportunities that 24/7 hotel management brings to your establishment. The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Defining 24/7 Hotel Management At its essence, 24/7 hotel management goes beyond usual time constraints.

Hotels 52

Hotels Management Hospitality Guest Experience 52

inmoment

APRIL 22, 2019

While these statistics may seem grim, focusing on guest experience can help to revitalize the numbers. The first trend that stood out was how important frontline employees continue to be in the guest experience. A leader of a large Mississippi-based franchise group noted: “we have two businesses: people and pizza.”.

Guest Experience 40

Guest Experience Trends Engagement Conference 40

InMoment XI

AUGUST 1, 2024

These improvements led to a noticeable increase in guest satisfaction scores, a rise in positive online reviews, and a stronger reputation in the hospitality industry and guest experience. Tech Industry A prominent software company leveraged sentiment analysis to collect and evaluate feedback on newly launched features.

Measurement 195

Measurement Effort Score How To Hotels 195

InMoment XI

JUNE 5, 2024

Contact Centers: Analyzes call transcripts for categorization, QA, alerting, and enhanced CX with tools like Conversational Intelligence and dashboards for agents and managers. Innovation – Following the Lexalytics acquisition, InMoment led text analytics innovation, which is recognized with industry awards.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Alida

OCTOBER 27, 2017

Before acquiring the Marvel and Star Wars universes, Walt Disney had established a long history of obsessing about great guest experiences, so a focus on its bricks-and-mortar presence is nothing new to the entertainment company. Make it magical.

Retail 154

Retail Examples e-support Entertainment 154

BirdEye

JANUARY 24, 2025

Implement these advanced marketing strategies for different hotel types Build a social media crisis management plan for your hotel’s brand 4 common mistakes to avoid while doing social media marketing for hotels How to measure success in hotel social media marketing? Showcase guest reviews to build trust with user-generated content.

Social Media 52

Social Media Hotels Strategy Marketing 52

CSM Magazine

FEBRUARY 19, 2025

Personalized menu suggestions based on dietary habits, previous orders, and trending items ensure a tailored dining experience while simultaneously reducing food waste and optimizing inventory management. One of the most powerful applications of AI in feedback management is predictive analytics.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

ShepHyken

OCTOBER 31, 2017

Top Takeaways: In addition to amazing information about mystery shopping and managing customer complaints, Josh Liebman shares his LTAST formula for managing service failure: L – Listen: Understand and process the complaint. How can I manage complaining and angry customers? How can I resolve a complaint?

Tourism 110

Tourism Entertainment Guest Experience Hospitality 110

Storyminers

FEBRUARY 2, 2016

This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture. It naturally aligns the many clues (experience details) in the experience to be on brand. . * Look how much he got right! HATCH is Chick-fil-A’s place).

Sales 113

Sales Hospitality Guest Experience Culture 113

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. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy.

Guest Experience 85

Guest Experience Entertainment Hospitality Culture 85

CSM Magazine

JANUARY 3, 2025

Artificial Intelligence (AI) has emerged as a game-changer in this domain, revolutionizing how businesses manage and deliver customer support. Integration with Existing Customer Support Platforms Seamless integration with existing systems like CRM and ticketing platforms is crucial for streamlined operations and efficient data management.

Tools 52

Tools e-support Customer Satisfaction Travel 52

BirdEye

FEBRUARY 20, 2025

Birdeye Birdeye primarily offers a platform for businesses to manage their online reputation, and it also provides search engine-optimised review business profiles that help companies centralise and showcase customer feedback across multiple platforms. Each Birdeye business profile is a powerful hub for managing your online reputation.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Avaya

FEBRUARY 7, 2017

By extending communications organization-wide, customers can be immediately put in touch with the best resources—billing representative, property manager, housekeeping supervisor, event planner—to meet their exact needs.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40