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Tag : customer experience

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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...

Building Customer Loyalty – How Easy Is It?

November 1, 2017

Here’s an exchange a traveler recently shared on Twitter, recounting a quick but memorable check-in experience at a major branded hotel: Me: I’m...

Local Measure Partners with Cisco to Offer a New Social Sign On, Building Richer Customer Experiences, Understanding Guest Behavior, and Gathering Valuable Data

October 4, 2017

Through Advanced Wi-Fi Integration, Hotels and Hospitality Providers Can Finally Have a 1:1 Relationship with Guests – While They are on Property Sydney...

Courtyard by Marriott Earns Top Customer Experience Ratings for Hotels, in Temkin Group’s Annual Survey

March 20, 2017

WABAN, Mass., March, 20 2017 -- Courtyard by Marriott delivers the best customer experience in the Hotels industry, according to the 2017 Temkin Experience...

Technology and Data Hold the Key to Elusive Guest Loyalty and Fuel Competitive Edge for Hotels

December 9, 2015

Sabre commissioned study finds guests are increasingly willing to share data in exchange for personalized hotel service SOUTHLAKE, Texas – Dec. 9, 2015...

How Hospitality Professionals Can Help Customers Help Themselves and Why It’s Important to Do So Now

July 8, 2015

By Jim Freeze Your guests are changing, and at the heart of that change is the intersection of mobility, self-reliance and generational transformation....

Cornell Study Finds that Loyal Sports Fans Focus on Complete Service Experience

December 17, 2014

Ithaca, NY, December 17, 2014 - The most loyal sports fans have very different expectations from first-time customers, according to a study published by the...

Lessons from Puerto Rico

October 1, 2014

by Sam ParkerMy family and I went to Puerto Rico for a quick vacation. When we landed, we hopped the Hertz shuttle bus to get our rental car. For one of the...

The Hotel Employee Curiosity and its Effect on Differentiation of Hotel

August 21, 2013

by Osvaldo Torres CruzAugust 21, 2013 One of the advantages which the Hotel obtains from experiential hospitality is to perceive the guest in a different way,...

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