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

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 has changed the demand for tourism and hotels significantly. This is sponsored by CX Brussels and Freshworks.

Hospitality 52

Hospitality Guest Experience Hotels Tourism 52

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

Kustomer

JUNE 9, 2021

Can your support team give the customer a gift without having to escalate to a manager? The tourism and hospitality company has been able to create a loyal fan base. They do not have to go to the manager for permission or to escalate the issue. For example, The Ritz-Carlton is known for its high-end customer service.

Tourism 76

Tourism eBook Guest Experience Hospitality 76

LoyaltyPlus

JUNE 12, 2022

There are opportunities to be had by implementing a loyalty programme to establish a direct relationship with guests. Using information about people’s interactions and preferences, accommodation purchases and amenity rewards can significantly enhance the overall guest experience and result in return visits.

Hotels 40

Hotels Self Service Tourism Guest Experience 40