ECXO

DECEMBER 25, 2024

In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. Experiment with new approaches to exceed customer expectations. Align marketing and sales strategies with customer-centric values.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. With billions of potential guests hanging out on Instagram, TikTok, and Facebook, it’s a crucial way to get your hotel noticed. Bottom Line Up Front Successful hotel marketing isn't just about showing up.

Social Media 52

Social Media Hotels Strategy Marketing 52

ShepHyken

JANUARY 14, 2025

.” “With AI’s evolving capabilities, you’ll soon be able to market to a large market but with a personal touch. ” About: Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive.

Customer Experience 135

Customer Experience Hospitality How To Brands 135

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. It’s a Competitive Market, Invest in Technology.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

ShepHyken

JANUARY 25, 2021

Some loyalty programs are actually marketing programs. 5 Step Plan to Create the Perfect Guest Experience by Patrick Landman. .” This is an excellent article that showcases five ways to create the perfect guest experience. Substitute the word guest for customer, client, member, patient, etc.,

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

InMoment XI

OCTOBER 3, 2024

It is important to stay current with market trends and be adaptable to changes. Guest Retention Strategies Guest retention is critical for businesses in the hospitality industry, such as hotels, restaurants, and entertainment venues. Here are some effective strategies for retaining guests and creating lasting impressions: 1.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

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.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

BirdEye

APRIL 1, 2025

Today, hotel review management is no longer a reactive taskits a strategic, revenue-driving function that directly impacts occupancy, guest loyalty, and long-term profitability. In most cases, a guest forms the first impression of your hotel long before their arrivaloften with a single glance at your online reviews.

Hotels 52

Hotels Management Guest Experience Hospitality 52

Steve DiGioia

JULY 9, 2020

Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job. But what about the customer? What’s more important?

Tips 147

Tips Guest Experience Advertising Policies 147

Interactions

JULY 24, 2019

We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. For more than a decade, we have been a market leader in building Conversational AI applications for enterprise customer care. The Guest Experience Platform (GXP).

Guest Experience 54

Guest Experience Interaction Social Media Wait Times 54

CSM Magazine

MARCH 19, 2025

The Rise of Global Commerce E-commerce, SaaS companies, and global enterprises now cater to international markets more than ever before. SaaS Companies: Breaking Language Barriers A software company expanded into new markets and needed multilingual customer support. The Growing Need for AI in Customer Support 1.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

The DiJulius Group

AUGUST 26, 2021

Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, explains that in order to do this, Read Full Article. The post How to Create the “Ultimate Guest Experience” with Author Scott McKain appeared first on The DiJulius Group. How do you do that exactly?

Guest Experience 52

Guest Experience How To Groups Sales 52

CX Centric

MAY 25, 2021

This change has dealt a significant impact on the management and marketing activities of hotels across the globe. How might companies like Marriott prioritize where investments should be made to drive guest engagement? This has changed the demand for tourism and hotels significantly.

Hospitality 52

Hospitality Guest Experience Hotels Tourism 52

InMoment XI

AUGUST 1, 2024

Improved Marketing Strategies : Understanding the sentiments of your audience helps in crafting more effective marketing messages. By aligning marketing strategies with the emotions and expectations of your customers, you can create campaigns that resonate more deeply, improve engagement, and drive conversions.

Measurement 195

Measurement Effort Score How To Hotels 195

CX Centric

OCTOBER 8, 2021

It goes without saying that many organizations have struggled to stay afloat amid this pandemic, this has then forced these organizations to take their Guest Experience seriously in trying to increase their success rate. Over the past 12 years, Sharon has provided leadership for some of the world's leading SaaS marketing providers.

Hospitality 52

Hospitality Guest Experience Hotels Travel 52

InMoment XI

JUNE 5, 2024

It assesses vendor scores based on three pillars: current product offering, strategy, and market presence , with subcategories that make up each pillar. Market Intelligence Our platform supports ad-hoc research, brand awareness studies, and industry trend analysis, helping businesses stay ahead of market changes and consumer expectations.

Analytics 195

Analytics Effort Score Social Media Innovation 195

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 112

Hospitality Guest Experience Advertising Culture 112

InMoment XI

JUNE 7, 2024

Download the Report Hotel Reputation Management Strategies for Success There are various ways to improve the hospitality experience for your guests, but every great hotel reputation is built upon similar strategies. These strategies represent a commitment to the guest experience and lay the groundwork for continuous reputation success.

Hotels 195

Hotels Management Social Media Hospitality 195

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 XI

JULY 16, 2024

This information is invaluable for making informed decisions and tailoring marketing strategies to better meet customer needs. By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

This information is invaluable for making informed decisions and tailoring marketing strategies to better meet customer needs. By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience.

Tips 195

Tips Management Social Media Hotels 195

ShepHyken

DECEMBER 17, 2019

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. Find ways to personalize your customers’ experience.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

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

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

Steve DiGioia

AUGUST 5, 2015

Numbers, budgets and marketing take the lead over all else. New policies are put in place that puts numbers ahead of the guest experience. I have found, time and time again, that along the “ ladder of success ” comes a withdrawal from the front line of customer service. But what about the customer?

How To 100

How To Guest Experience Policies Meeting 100

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps. Who took them?

Hotels 52

Hotels Marketing Guest Experience Travel 52

Experience Investigators by 360Connext

MARCH 26, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 110

Travel Hotels Guest Experience Airlines 110

InMoment XI

SEPTEMBER 25, 2024

Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. This helps provide insights about market trends, competitor activities, and possible business opportunities. Before, the CMR team used to listen to the Voice of the Customer by designing, distributing, and analyzing a wide range of surveys.

Data 195

Data Social Media Net Promoter Score Analysis 195

ShepHyken

FEBRUARY 25, 2019

(CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it.

Customer Service 91

Customer Service Guest Experience B2B B2C 91

CSM Magazine

JANUARY 3, 2025

Businesses are no longer confined to local or regional markets. Why Multilingual Customer Support Matters Businesses are expanding their reach to diverse markets, making multilingual customer support a critical component of global success. SaaS Software-as-a-Service companies use AI to manage support queries from diverse user bases.

Tools 52

Tools e-support Customer Satisfaction Travel 52

Beyond Philosophy

MARCH 6, 2017

These advocates act like informal marketing representatives, expanding your reach and your reputation simply because you made them happy. They will return to your place of business AND they will tell everyone they know about you. They may mention you in social media posts and may bring their friends the next time they come in.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

CSM Magazine

FEBRUARY 19, 2025

Restaurants that strategically implement AI for ordering, recommendations, and customer service can not only reduce wait times but also provide a customized experience that makes guests feel truly understood. These advancements are especially relevant in an increasingly digitalized market. But AI goes beyond just order-taking.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 52

ReviewTrackers

MAY 2, 2018

It’s also a great way to get ideas for marketing or offerings you could incorporate at your restaurant. A competitor is a restaurant that offers a similar guest experience to you in the same market. If something is working for a competitor, it might be something you can steal. What do I mean by that?

Analysis 92

Analysis How To Guest Experience Groups 92

BirdEye

DECEMBER 27, 2024

Why Google restaurant reviews matter for success Google restaurant reviews hold particular importance in your digital marketing for restaurants. When most restaurants simply collect reviews, successful establishments leverage them as powerful marketing assets.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

BirdEye

FEBRUARY 20, 2025

Many platforms are global giants with strong reputations, while others are local business directories for the Australian market. Foursquare for Business Although Foursquare for Business isnt as mainstream in Australia as in some markets, its a valuable platform for hospitality and retail businesses.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Up Your Service

JUNE 14, 2016

This service revolution lead to rapid improvements in service culture and guest experience, which in turn lead to sustained financial improvements on a quarter-on-quarter basis. The post LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook appeared first on UP Your Service.

Case Study 40

Case Study Study Marketing Guest Experience 40

Up Your Service

JUNE 14, 2016

This service revolution lead to rapid improvements in service culture and guest experience, which in turn lead to sustained financial improvements on a quarter-on-quarter basis. The post LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook appeared first on UP Your Service.

Case Study 40

Case Study Study Marketing Guest Experience 40