Lodging

APRIL 18, 2024

Cvent announced the appointment of Andreas Heckmann as chief customer officer. In this role, Heckmann will lead Cvent’s global client services organization and spearhead initiatives that enhance Cvent’s customer experience and scale. Ray brings over three decades of hospitality experience to the role. markets.

Scale 157

Scale Hospitality Sales Operations 157

Hospitality Net

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it.

Services 209

Services Travel 209

Hospitality Net

FEBRUARY 7, 2024

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. Her story is an interesting one.

Services 214

Services Management 214

Hospitality Net

JANUARY 31, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you.

Services 152

Services Market Marketing Business 152

Hospitality Net

APRIL 8, 2024

David is author of the upcoming book, Personalized: Customer Strategy in the Age of AI, and is a sought-after advisor on digital transformation and marketing. As CMO, David guided Aetna (now part of CVS Health) through becoming a digitally oriented, customer-centric brand. million followers to his LinkedIn blog.

Market 229

Market Marketing Services Branding 229

Hospitality Net

JANUARY 3, 2024

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Happy New Year! And for everything else, too! With that, here are 10 ideas. Do more in 24!

Services 187

Services Business 187

Hospitality Net

JANUARY 4, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Happy New Year! What’s 2024 going to be like? I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024.

Services 223

Services 223

Hospitality Net

JUNE 8, 2023

Customer expectations have changed significantly in recent years. Today, they expect companies to go beyond the basics of quality service and fair pricing. They want proactive service, personalized interactions, and connected experiences across all channels.

Services 219

Services 219

Hospitality Net

JANUARY 17, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand.

Services 154

Services Business Management 154

Hospitality Net

FEBRUARY 27, 2024

The hospitality industry, encompassing hotels, restaurants, and leisure facilities, stands at the forefront of service and experience-oriented businesses. The onset of global crises has dramatically altered the landscape of travel and customer expectations, forcing the remodeling of traditional strategies.

Hospitality 197

Hospitality Consumer Services Business 197

Hotel Management

JULY 31, 2023

Luxury Escapes Chadstone offers face-to-face customer service while serving up barista-made coffee and French champagne in an elevated retail setting complete with visual displays, interactive customer activations and a six-star bar and VIP events space.

Retail 246

Retail Shopping Travel Events 246

Hospitality Net

AUGUST 24, 2023

One of the most powerful customer service and CX tactics is personalization. We interviewed more than 1,000 consumers for our CX research, and 71% said a personalized experience is important to them. When personalization is used correctly, customers feel as if you recognize them.

Consumer 229

Consumer Services 229

Hospitality Net

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Sometimes meeting expectations is a perfect experience. Then it was my turn to speak.

Management 169

Management Services 169

Hospitality Net

APRIL 5, 2024

They represent a mix of services, designs, and experiences tailored to different types of guests, such as luxury seekers or budget travellers. These brands help hotels attract loyal customers, showcase what makes them special, grow their revenue, and compete effectively in the busy hospitality sector.

Branding 147

Branding Hotels Revenue Services 147

Hospitality Net

DECEMBER 13, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 130

Sales Sales Process Services Market 130

Hotel Management

MAY 1, 2024

Headlining the changes is the great news that customers will now have access to the full inflight entertainment offering, plus a snack or a meal, tea, coffee, water and juice. The ‘seat+bag’ product will be discontinued, however going forward, customers who purchase a seat fare will be able to add one bag for NZ$30.

Services 130

Services General Manager Travel Management 130

Hotel Management

FEBRUARY 7, 2024

Hilton is set to dramatically expand its luxury experiences through an exclusive strategic partnership with Small Luxury Hotels of the World (SLH).

Scale 278

Scale Branding Travel Services 278

Hospitality Net

JANUARY 4, 2024

In a world where customer expectations are constantly rising, and social media can amplify experiences, service recovery has become an essential art for any company aiming to maintain customer loyalty.

Services 154

Services 154

Hotel Management

JANUARY 24, 2024

British Airways has partnered with SigncodeUK to further improve its accessibility offering for Deaf and hard-of-hearing customers, with new signed video content containing a variety of helpful travel information being made available to customers both pre-travel and whilst on board.

Travel 130

Travel Services Management Tourism 130

Hospitality Net

FEBRUARY 18, 2024

Imagine a luxury hotel where front desk staff greet you warmly, housekeepers meticulously prepare your room, and servers delight you with their attentive service. The contrast is stark, and it underscores a fundamental truth about hospitality – employee engagement and customer experience are powerfully intertwined.

Hospitality 170

Hospitality Services Hotels 170

Lodging

MARCH 26, 2024

RALEIGH, North Carolina, and NASHVILLE, Tennessee—Allbridge announced its certification as a Uniguest Digital Engagement Platform installation and reseller partner for North American hospitality and senior living customers.

Services 157

Services Hospitality Management Hotels 157

Hotel Management

MARCH 26, 2024

Singapore Airlines has unveiled its revamped Premium Economy Class in-flight experience, which includes an improved and expanded selection of food and beverage options, as well as a new amenity kit. Plus, meals will also be served on elegant custom-made porcelain Premium Economy Class serviceware.

Market Research 130

Market Research Services Travel Market 130

Webrezpro

DECEMBER 14, 2023

Customer service is crucial to the guest experience and your bottom line. Customer service is about how quickly and effectively any requests or issues are resolved, whether they are expressed in person, by phone, or online. It’s about anticipating your customers’ needs throughout the […] Source

Services 92

Services Revenue Hotels Management 92

Hospitality Net

APRIL 21, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience.

Services 176

Services Business Branding 176

Hospitality Tech

NOVEMBER 28, 2023

Choice Hotels among customers and partners using Amazon Connect’s generative AI capabilities to improve customer experiences and contact center workforce productivity.

Services 52

Services Hotels 52

Hospitality Net

FEBRUARY 9, 2024

Modern consumers expect personalized experiences in many aspects of their lives - from online shopping to streaming services - making it very important that hotels find ways to offer the same level of personalization that travelers expect in their next hotel stay. and boost ongoing profitability.

Market 149

Market Marketing Hotel Marketing Shopping 149

Hotel Management

MARCH 21, 2023

Air Canada Signature Service is the carrier’s end-to-end premium travel experience featuring the Air Canada Signature Class cabin, formerly known as International Business Class. On board, Air Canada Signature Class customers are treated to exclusive service and amenities, including premium food and wine.

Dining 279

Dining General Manager Services Hotels 279

Hospitality Net

JULY 24, 2023

By offering a warm atmosphere at hotels run by knowledgeable staff who guarantee a high standard of service, the overarching ethos of the group is to ensure guests receive a positive experience every time they stay.

Services 176

Services Hotels Business 176

Hospitality Net

JULY 7, 2023

HOTEL Chatbots for hotels are automated virtual assistants designed to provide efficient and personalized customer service for guests. These AI-powered bots can, without [costly] human intervention, handle various tasks and inquiries, enhancing the guest experience and streamlining communication.

Upsell 182

Upsell Hotels Revenue Services 182

Hospitality Net

AUGUST 4, 2023

Given the overall time the industry has had (over 18 months) to regain their “sea legs” in delivering a great customer service experience. We can no longer expect the travelling customer to willingly accept the excuses around supply chain issues and labor shortages.

Travel 197

Travel Services 197

Hotel Management

FEBRUARY 6, 2024

It has raised the bar on hotel accommodation, and elevated the guest experience, in the holiday hotspot of Airlie Beach. Notable features of the new-look guestrooms include local photographers’ artworks, pendant lighting, coastal-style wall panelling, a freestanding minibar and custom bedheads.

Accommodation 264

Accommodation Resorts Dining Tourism 264

Lodging

JANUARY 29, 2024

The hospitality platform unites data and functionality from OPERA Cloud’s modules under a common user interface and experience. With it, customers can get a view of their hotel business, including distribution, sales, service interactions, loyalty programs, and more to make decisions that can benefit staff and guests.

Sales 167

Sales Services Hospitality Business 167

Hospitality Net

DECEMBER 20, 2023

In today’s business world, companies that prioritize customer satisfaction and build their strategies around people achieve higher profitability and brand loyalty. In this article, we will explore the importance of people-centricity in customer service management and how it can be applied to improve customer experiences.

Services 100

Services Management Hospitality Branding 100

Hospitality Net

JULY 26, 2023

Hotels have risen to the challenge by ratcheting up staffing and doubling down on customer service. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, staff service garners the highest level of satisfaction among all guest experience factors measured. According to the J.D.

Hiring 176

Hiring Occupancy Services Hotels 176

Hotel Management

APRIL 29, 2024

Hilton is set showcase a new room prototype for its upscale focused service brand, Hilton Garden Inn, to hotel developers and owners at the Asia Pacific Hotel Industry Conference and Exhibition (AHICE APAC) in Adelaide this week. These insights have deeply informed our prototype.”

Pipeline 147

Pipeline Branding Services Travel 147

Hospitality Net

NOVEMBER 30, 2023

Even as the hospitality industry is experiencing an influx of personal, leisure, and corporate travel, businesses must re-evaluate their services and strive for better customer experiences at every touchpoint.

Casinos 130

Casinos Operations Services Business 130

Social Hospitality

MAY 7, 2024

By optimizing for voice search, businesses can boost their visibility where more customers are looking—through their voice-activated devices. Prioritize local SEO Local SEO is crucial for businesses targeting community-based customers. Ensure your contact information, operating hours, and services are up-to-date.

Market 130

Market Marketing Business Intent 130