InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

AUGUST 14, 2024

By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral. Restaurants Restaurants can leverage AI to analyze customer feedback from review sites, social media, and direct feedback forms.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

JUNE 7, 2024

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. Engage with guests post-stay to thank them for their feedback and encourage them to return.

Hotels 195

Hotels Management Social Media Hospitality 195

CSM Magazine

MARCH 17, 2025

The Effects of Social Media and Online Reviews Social media and review platforms have placed immense power in the hands of diners. A happy team is better equipped to deliver memorable guest experiences.

Hospitality 52

Hospitality Social Media Policies Guest Experience 52

InMoment XI

AUGUST 1, 2024

Customer sentiment analysis involves using natural language processing (NLP) and machine learning techniques to analyze customer feedback from various sources— think social media, reviews, surveys, and more. First, collect feedback from various sources, including social media, reviews, surveys, and support interactions.

Measurement 195

Measurement Effort Score How To Hotels 195

InMoment XI

JUNE 5, 2024

Omnichannel CX Analytics: Processes text from surveys, social media, voice, reviews, chat, email, and more to understand VOC, trends, and emerging topics, often paired with metrics to analyze impact and churn.

Analytics 195

Analytics Effort Score Social Media Innovation 195

InMoment XI

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. million global participants.

Data 195

Data Social Media Net Promoter Score Analysis 195

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. When it comes to competitive industries, few rank higher than hospitality.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

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

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

BirdEye

DECEMBER 27, 2024

While some diners rely heavily on Google reviews, others might prefer specialized restaurant review sites or social media platforms for their dining decisions. Building your restaurant’s online reputation Every guest interaction with your restaurant leaves a digital footprint.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

BirdEye

APRIL 1, 2025

Personalize every guest experience Streamline hotel online review management with technology Master online reputation management with GenAI tools from Birdeye FAQs about hotel review management Final thoughts: A smarter approach to hotel review management What is hotel review management? Use the review feedback loop 2.

Hotels 52

Hotels Management Guest Experience Hospitality 52

CSM Magazine

FEBRUARY 19, 2025

Chatbots integrated into restaurant websites, apps, and social media platforms can instantly assist customers without requiring human intervention. In the past, manually sifting through online reviews, social media comments, and customer surveys was a time-consuming process.

Customer Experience 52

Customer Experience Chatbots Social Media Wait Times 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

ReviewTrackers

MAY 15, 2017

And with the focus shifting to online review sites, social media platforms, and search engines, the reputation of your hotel is no longer shaped as heavily by traditional offline media, advertising, and brand-centric content as it used to be. Social Media Link ). 2017 Local Search Survey ).

Hotels 20

Hotels Management Net Promoter Score Social Media 20

InMoment XI

JANUARY 16, 2024

Hospitality Virtual Concierge Services : Hotels and travel agencies employ virtual concierge services powered by AI to provide guests with information about amenities, local attractions, and hotel services. These virtual concierges enhance the overall guest experience.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

Beyond Philosophy

MARCH 6, 2017

They may mention you in social media posts and may bring their friends the next time they come in. They don’t just feel valued, they feel happy and pleased. They will return to your place of business AND they will tell everyone they know about you.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

BirdEye

MARCH 4, 2024

Each picture you take here would look stunning on social media, from the food images to the overall setting. Boost your restaurant chain’s reputation Automate review collection, respond to customer reviews, and share the best reviews on social media from a single dashboard.

Examples 111

Examples Social Media Hospitality Guest Experience 111

BirdEye

JUNE 21, 2023

Airbnb monitors guest feedback without taking on the burden of hundreds of guest rooms. Instead, they hold property owners accountable for improving the guest experience. Wendy’s continuously analyzes the competition’s social media posts to burn them with their own tweets.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

NetBase

MARCH 2, 2020

Nicki Zink , Director, Insights and Digital Intelligence, Purple Strategies and Nicholas Love , Digital Engagement Strategy Director, G&S Communications joined us to share how they are using consumer, market, and social media analytics to drive intelligence and insights from their audiences to make smarter, more strategic decisions.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

BirdEye

FEBRUARY 20, 2025

Facebook While primarily a social media platform, Facebook has become one of Australia’s most influential online review sites, particularly for restaurants, retail, and personal services. The platform also provides insights on table management, helping restaurants improve their operations and guest experience.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Oracle

MAY 1, 2019

One of the key findings from WeddingWire’s 2019 Newlywed Report indicated that an emphasis is placed “on personalization and creating a full guest experience.” Introducing the GIF booth, which takes a quick stream of images and pieces them together into a GIF for guests. 3D printing.

Guest Experience 81

Guest Experience Social Media Report Trends 81

CSM Magazine

JUNE 5, 2024

Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today. Personalised Experiences Personalisation is no longer just a trend; it’s a necessity.

Hospitality 52

Hospitality Trends Industry Hotels 52

Happy or Not

APRIL 1, 2025

Many businesses focus only on third-party review sites or social media comments rather than developing a structured customer feedback program. Customer reviews are publicly shared opinions about a companys products or services on third-party review sites, social media, or company websites. What are customer reviews?

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Magellan Solutions

DECEMBER 4, 2023

The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Significance in the Hospitality Tapestry At the core of exceptional guest experiences lies ongoing management. It connects every step of a guest’s journey. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

Blake Morgan

JULY 11, 2023

Noha Abdalla, Chief Marketing Officer at Choice Hotels International, Inc, says data is the cornerstone of the brand’s customer experience. Choice Hotels is recognized for knowing its customers incredibly well and providing a consistent guest experience, which comes from having reliable data.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

Clarabridge

MAY 4, 2017

Later in the day, Adam Lamb, Guest Experience Manager of The Restaurant Group, led a session about the creative and unexpected ways the Restaurant Group is going above and beyond to delight customers using social media. The Restaurant Group Spills on How They Go Above and Beyond for Their Customers.

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

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

Magellan Solutions

MAY 10, 2024

Marketing and Promotion If you want to increase your visibility and attract more bookings, a VA can help with tasks such as creating and optimizing listings, responding to reviews, and managing your social media presence to promote your Airbnb business.

Hospitality 52

Hospitality Competitive Advantage Self Service Guest Experience 52

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

Qualtrics

JULY 2, 2019

Social media and mobile app reviews are fast becoming the key battleground in customer experience – hardly surprising when you consider that 95% of people have sought out online reviews before making a purchase decision about a product or service. What your customers and prospects say in social media matters.

Innovation 39

Innovation Social Media NPS Contact Center 39

SurveySparrow

JUNE 28, 2023

Here are some key strategies to continually refine your customer experience: Collect and analyze customer feedback: Actively seek feedback from your customers through surveys, reviews, and social media channels. Hence, this feedback provides valuable insights into their experiences, pain points, and areas for improvement.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

SurveySparrow

OCTOBER 12, 2023

“Which of these social media platforms do you use?” Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience. Multiple-Choice Questions: Multiple-choice questions present respondents with several answer options.

Examples 52

Examples Survey Analysis Groups 52

Grade.us

APRIL 2, 2019

Social media. For better or worse, social media has built-in virality. As far as review requests go, social media is a two-edged sword. If you'd like a natural, consistent stream of positive reviews, you'll need a multi-layered autoresponder sequence (SMS, email, social media and face-to-face).

Automotive 42

Automotive Hospitality Healthcare Feedback 42

Michel Falcon Experience

APRIL 11, 2019

Again, if you’re going to takeaway one thing from this talk, aside from following me on social media, Google servant leadership and get lost in Google. We’re going to ask them two questions to understand would this person take ownership over the guest experience? That, at the core, is servant leadership.

Culture 60

Culture Leadership Hospitality Meeting 60

DCX

OCTOBER 22, 2024

Each of these mini-experiments gives you solid intel without risking a mass exodus of confused customers. You might discover that the personalized product showcase boosts early purchases while the style quiz becomes a viral hit on social media. The moral of this fairy tale? I’ll see you next Tuesday at 8:15 am ET.

Social Media 52

Social Media e-support Innovation Course 52

Comm100

AUGUST 23, 2018

What this means is big news for business: More people across the globe are now using messaging apps over social media. As of July 2018, the top 9 messaging apps boasted a combined total of over 5.8 billion monthly users worldwide. Source: Business Insider. Their plan is to add the device to each of their 4,748 hotel rooms. “I

Exceptional Customer Service 112

Exceptional Customer Service Customer Service Chatbots Hotels 112