Experience Matters

SEPTEMBER 9, 2014

The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

ijgolding

JANUARY 21, 2015

Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the […].

Hotels 120

Hotels Customer Experience Customer Retention Customer Journeys 120

C3Centricity

JUNE 8, 2020

Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back. These may include the friends of past guests, who have heard about the hotel or restaurant and are interested in visiting it for themselves. Loyalty is never really Won. Renovation is more than Buildings.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

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

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Our attendants were stressed and quality was suffering.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Beyond Philosophy

OCTOBER 30, 2017

Hotel chains, worried about competition from Airbnb , are rolling out these and other special experiences for their best rewards customers. And the big hotel chains are worried. Loyalty Points Don’t Lead to True Loyalty. I’ve stayed in their hotels many times and I like them just fine.

Hotels 127

Hotels Travel Rewards Programs Loyalty 127

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. After all, why pay a booking site when I know the hotel I want to stay in, right? On this occasion I was proven seriously wrong!

Customer Journeys 290

Customer Journeys Hotels Touchpoint CRM 290

eglobalis

SEPTEMBER 28, 2024

When technical issues arise, many Toyota dealers take a proactive approach, often going above and beyond to ensure customer safety, satisfaction, and loyalty. Poor Understanding of Loyalty, CX, and Retention: Toyota dealers in my region (Bavaria) seem to have little understanding of how to build customer trust, loyalty, and confidence.

Automotive 474

Automotive Loyalty System Return on Investment 474

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Winning in loyalty. ( [link] ).

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

OCTOBER 17, 2024

This question, often presented in a Net Promoter Score (NPS) survey, helps measure customer loyalty. Customer Feedback Questionnaire for Hotels How would you rate your overall satisfaction with your recent stay at our hotel? On a scale of 1-5, how likely are you to recommend our hotel to others?

Feedback 195

Feedback Effort Score Survey Customers 195

AskNicely

AUGUST 22, 2018

How many customer loyalty programs do you belong to? customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year.

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

ijgolding

NOVEMBER 18, 2014

I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators. Let me start with the W Hotel in Leicester Square. If you have not heard of W Hotels before, they are part of the Starwood Hotels empire.

Customer Expectations 215

Customer Expectations Hotels Airlines Travel 215

ijgolding

FEBRUARY 3, 2015

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels' All around the world, this change in consumer expectation […].

Hotels 120

Hotels Case Study Study Travel 120

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. Brands that have a high following and loyalty have found a way to consistently engage their fans and keep them coming back. The Rosewood Mayakoba resort, already mentioned above, is one good example of this; the Art Series Hotels are another.

Industry 266

Industry Strategy Hospitality Hotels 266

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines Rewards Programs 137

ijgolding

DECEMBER 9, 2014

One example is the email I received from NH Hotels this year – it has been a while since I stayed in one, but in my opinion, their email was good and welcome. NH Hotels demonstrated how to get it RIGHT and create a good impression with the customer. It is all part of developing ongoing relationships with customers.

Hotels 212

Hotels Customer Retention Retail Communication 212

PeopleMetrics

JANUARY 23, 2025

Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys. Building Relationships: AI can flag at-risk customers, but personalized outreach is what rebuilds trust and loyalty. Prioritizing What to Fix First Not all problems are equal.

NPS 118

NPS Effort Score Metrics e-support 118

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. A great experience, but for whom? He’s diabetic and doesn’t drink or eat sugar.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Steve DiGioia

APRIL 17, 2017

April is Customer Loyalty Month. The boy was very upset when he told his father he left them and the father called the hotel just to see if we had them. The post In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories appeared first on Steve DiGioia and was written by Steve DiGioia.

Airlines 133

Airlines Loyalty Hotels Groups 133

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Touchpoint survey best practices.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

C3Centricity

OCTOBER 1, 2019

I was recently in the US and as seems to be the norm these days, the hotel in which I stayed asked me to rate their performance afterwards. I completed their form, giving only four and five-star ratings, as I had been very satisfied with my stay, the hotel rooms, the staff and their services. ” Shocking mail isn’t it?

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

Customer Bliss

OCTOBER 30, 2018

Niki Leondakis, who’s the CEO of Equinox Fitness Centers , tells about an experience at a hotel that you may have had too. After an early run one morning, she got back to her hotel, dying for a cup of coffee. It impacts the experiences and the loyalties of your customers. Hire People Who Will Rise to the Occasion.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

Steve DiGioia

OCTOBER 8, 2018

I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. As an experienced hospitality professional, I just had to speak with this couple and find a way to turn their experience around and rekindle their loyalty to our company. Case in point…. Here’s what I did.

Hospitality 222

Hospitality Hotels ROI Touchpoint 222

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hospitals: 76%. Household Appliances: 80%. Internet Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Experience Investigators by 360Connext

JANUARY 12, 2015

How can we increase loyalty? You like being loyal to these businesses because they earn your loyalty. They earn your loyalty because of how they make you feel. All loyalty and authentic word-of-mouth marketing results are based on emotion. As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

PeopleMetrics

JANUARY 24, 2025

Example: A hotel chain uses AI to assist agents during customer calls. AI predicts that improving delivery times will drive the largest increase in satisfaction and loyalty, helping the chain allocate resources effectively. This improves not only service efficiency but also overall CX.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. For customer experience leaders, customer sentiment is crucial because it directly impacts customer loyalty, satisfaction, and retention. Why is Customer Sentiment Important? What is Customer Sentiment Analysis?

Measurement 195

Measurement Effort Score How To Hotels 195

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. Overlooking it might spell your downfall.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. Overlooking it might spell your downfall.

Tips 195

Tips Management Social Media Hotels 195

Vonage

OCTOBER 2, 2017

The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel. The vision is bold and clear: “To be the best independent hotel in the world.” The mission is brief yet potent: “The Fullerton Hotel is an inspiration in the heart of Singapore.” Absolutely.

Culture 174

Culture Hotels Customer Service Hospitality 174

Vonage

JULY 13, 2017

The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel. The vision is bold and clear: “To be the best independent hotel in the world.”. The mission is brief yet potent: “The Fullerton Hotel is an inspiration in the heart of Singapore.”. Absolutely.

Culture 174

Culture Customer Service Hotels Hospitality 174

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. What is Guest Experience?

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ijgolding

NOVEMBER 25, 2014

The key driver of customer dissatisfaction with Premier Inn, one of the UKs biggest hotel chains is that fact that their wi-fi is not free – it is for 30 minutes, but that is not good enough. The hotel industry is one that needs to recognise the importance of Wi-Fi as a driver of customer dissatisfaction.

Social Media 212

Social Media Hotels Entertainment Retail 212

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Experience Hotel analyzed more than 9 million emails they sent to their guests. Even if you’re not in the hotel industry, you’ll find the results interesting.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

ECXO

JULY 16, 2024

Ensuring that employees get sufficient sleep translates to consistent and reliable service, reinforcing customer trust and loyalty. The Hotel Industry’s Approach to Sleep: Leading hotel chains like Westin and Marriott have made sleep a cornerstone of their customer experience strategy.

Customer Experience 348

Customer Experience Policies Culture Innovation 348