customer satisfaction
Customers Give Hotels ‘5 Stars’ As Guest Satisfaction With the Industry Surges, ACSI Data Show
ACSI | April 18, 2023
ANN ARBOR, Mich.--Good news for the travel industry: Not only are folks giving in to wanderlust again, but they’re enjoying all the accommodations along the way. According to the American Customer Satisfaction Index (ACSI®) Travel Study 2022-2023, satisfaction across all four industries measured — airlines, hotels, car rentals, and online travel agencies — is up. The outlook is especially cozy for hotels. “After two years of decline, a sweeping surge in guest satisfaction with hotels could signal that the industry is moving past the pandemic,” says Forrest Morgeson, Assistant Professor of Marketing at Michigan Stat...
Our Customers, Not Our Competition, Are the Reason Customer Service Is Important
Shep Hyken | December 8, 2022
By Shep Hyken When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?” We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead. Of course, there are other answers, but for today I want to focus on the last one, which is about the competition catching up. First, if we’re worried about the competition catching up to or surpassing us, it...
Customer Satisfaction With Hotels Continues Free Fall, While Online Travel Agencies Bounce Back Slightly
ACSI | April 26, 2022
ANN ARBOR, Mich.--Customers have started to scratch their travel itch once again, but expectations aren’t being met. According to the American Customer Satisfaction Index (ACSI®) Travel Study 2021-2022, satisfaction with airlines is flying in the wrong direction, hotels aren’t hosting happy guests, and car rentals can’t get back on track. Online travel agencies are the only industry to improve customer satisfaction, but not by much. “Many folks ventured out to travel for the first time since the pandemic hit only to be met with lackluster service and dashed hopes,” says Forrest Morgeson, Assistant Professor of Marketing at M...
How Hoteliers Are Tapping Into Technology to Bolster Ancillary Revenue and Boosting Customer Satisfaction
Shawn Tarter | December 16, 2021
By Shawn Tartar Hoteliers worldwide are embracing a significant return of leisure travel through the end of the year while anticipating a massive spike during winter holiday periods. Many are turning to technology to drive revenue while providing a personalized experience to ensure customer satisfaction and loyalty. The trend towards technological innovation began before COVID-19 but is increasing in acceptance, as hoteliers and customers understand the critical role of technology in managing their stay. There’s little question that hoteliers are reviewing, updating, and embracing traditional customer-facing services thanks ...
The Importance of the Service Profit Chain
EHL Insights | November 16, 2021
The Service Profit Chain establishes relationships between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity. The basic principle of the Service Profit Chain theory is based on the fact that customer satisfaction starts with good staffing and treatment of ones own employees. Simply put, committed employees convey their satisfaction to the customer, and hence, the chain of service profit is set in motion. Employee satisfaction is key Understanding the theory behind the Service Profit Chain begins with accepting the premise that bottom line profitability is achieved by developing customer loyalty, a...
Q : What Is a Distribution Strategy?
EHL Insights | August 26, 2021
Distribution strategy helps to improve the way customers interact with your business, leading to customer satisfaction and repeat business. It can also help you streamline your business to make it more efficient. Through a more efficient business and improved customer satisfaction, this strategy can lead to higher profits. Research has shown that better customer satisfaction creates more customer loyalty and positive word-of-mouth referrals, which both result in improved profits, according to The Association for Consumer Research. In this case, distribution strategy can apply to hotel bookings. Your distribution strategy for customers boo...
Customer Satisfaction With Hotels Hit Worst Mark in More Than a Decade, ACSI Data Show
the ACSI | April 27, 2021
ANN ARBOR, Mich. - April 27, 2021 - When the COVID-19 pandemic hit the United States, travel industries were among the first businesses to take the brunt of the global crisis—and no segment was spared. According to the American Customer Satisfaction Index (ACSI®) Travel Report 2020-2021, only airlines keep customer satisfaction moving in a positive direction. The car rental industry holds steady, yet guest satisfaction for hotels heads south, as almost every major chain experiences ACSI losses. Satisfaction with online travel agencies sinks to an all-time low. “Prior to the pandemic, the state of customer satisfaction among airline...
Bartech Unveils BarTouch Cloud to Enhance Manual Minibar Operations Efficiency
Bartech | November 18, 2020
Cloud-based platform enables seamless in-room F&B operations despite reduction in onsite non-essential staff, while minimizing costs and enhancing data security. Las Vegas — November 18, 2020 — Bartech, a Las Vegas-based provider of automatic, profit-generating minibar solutions for the global hospitality industry, has announced the launch of BarTouch Cloud, an advanced manual minibar management solution designed to address the needs of today’s hotels in a post-COVID industry environment. With guests expected to remain socially distanced and with properties limiting the presence of non-essential staff for the foreseeable fut...
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