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Tag : customer experience

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How Will the Hospitality Industry Benefit From the IoT

May 9, 2019

By Ana Bera The Internet of Things (IoT) has the potential to be a gamechanger for those in the hospitality industry. Therefore, it is essential for managers,...

What Hotels Can Learn About the Guest Experience From Starbucks

February 27, 2019

By Larry Mogelonsky, MBA, P. Eng. ( Starbucks has thousands of outlets. Nowadays if you find yourself in nearly a major city center...

Tackle Guest Experience Like a Pro, This Super Bowl

January 22, 2019

By Divya Bhat With Aerosmith, Ludacris, Cardi B, Maroon 5 and the likes setting the scene, the city of Atlanta is all set to host the Super Bowl 2019....

Virgin Hotels Ramps Up Customer Experience Marketing and Personalization Through Partnership With Local Measure

January 17, 2019

New York and Sydney – 18 January, 2019 – Virgin Hotels, one of the most loved consumer brands, has implemented new Wi-Fi infrastructure at its...

How Technological Accountability Can Boost Guest Service

October 24, 2018

By Jos Schaap CEO and Founder StayNTouch Ask any leader — regardless of industry — what they believe is the key to driving customer experience and...

Horizontal Hotel Technology vs. Best of Breed in Emerging Markets - What Is the Best Approach?

October 11, 2018

By Binu Mathews The hotel Industry is constantly evolving. This evolution is being driven by the never-ending changes in consumer demand. A hotelier...

National Diagnostic Survey Reveals How Well Six Hotel Brands Connect With Their Customer Base

September 6, 2018

SANTA ANA, Calif.  (Sept. 6, 2018) — Holiday Inn, an Atlanta, Ga. company, finished at the top of the hotel category in a national survey measuring...

Enhancing the Guest Experience with Personalized Menus

August 22, 2018

By Larry Mogelonsky, MBA, P. Eng. ( A modern hotel must give its guests a personalized experience if it hopes to keep pace with traveler...

5 Customer Service & Sales Steps to Success

August 22, 2018

By Katie Scheer You only get out of it what you put into it. So how much effort are you putting into making sure that your customer service and sales...

Tour Guiding the Guest Experience

August 2, 2018

By Roberta Nedry Sometimes I just can’t help myself! I see a darling couple, standing on the restaurant dock, taking photos of each other. I must...

The More You Give the More You Get

July 25, 2018

By Shep Hyken There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is...

Train Your Front Desk Colleagues to Be “Memory Makers”

July 24, 2018

By Doug Kennedy The front desk colleagues at your hotel are creating first impressions that set the tone for the entire guest’s stay every shift, every...

The Hotel Business Rebuilds Servuction

July 10, 2018

By Georges Panayotis What if it was all for nothing? What if living an unforgettable stay experience, which one will absolutely want to repeat, depended only...

You Might Go Faster Alone, but You Go Further With Company

June 26, 2018

by Georges Panayotis In reality, what are Google, Amazon, Facebook, Apple or AirBnb? Technology companies? No! They represent new ideas and a bold vision of...

Opportunity Intersection: The Corner of Technology and Service

June 8, 2018

Studies show 70 percent of customers will stop doing business with a company after one bad experience, while nine out of 10 say they would pay more to...

Unlocking the Mystery Behind Travelers Planning and Booking

May 15, 2018

Carolyn Childs, strategist at, says there are simple things travel brands can do to capture the traveller at the key planning and booking...

Holiday Inn Express and Marriott Earn Top Customer Experience Ratings for Hotels, in Temkin Group’s Annual Survey

April 2, 2018

WABAN, Mass., April 2, 2018 -- Holiday Inn Express and Marriott deliver the best customer experience in the hotel industry,...

Opening Doors and So Much More

January 23, 2018

By Magnus Friberg CEO, Zaplox In today’s modern landscape, constantly evolving with increased technological innovation and demand, we all have a world...

L’Envie D’Avoir Envie, or the Desire to Desire: The Johnny Syndrome

December 13, 2017

By Georges Panayotis The heart has its reasons that reason cannot understand. In this era of customer experience, all that is authentic, all that is lived, it...

Thanks to Erika at Omni Resort at ChampionsGate for a Perfect Front Desk Welcome!

November 6, 2017

By Doug Kennedy As a hotel industry hospitality trainer, I surely have a more critical eye for detail than the average guest, yet I still try to be patient...

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