customer satisfaction
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...
Handling Online Hotel Reviews in COVID-19
Susan Barry | August 10, 2020
By Susan Barry “Safety precautions and staff wearing PPE made me feel like everyone there had leprosy.” “They didn’t have valet parking, supposedly because of COVID. I don’t recommend you stay there.” “Hotel went overboard on COVID preparedness. Pool is closed for no apparent reason.” These are some of the more extreme examples of online reviews that have been written about hotels since the COVID-19 pandemic began. Even if your hotel hasn’t been put on blast for following local mandates, you have probably noticed an uptick in negative reviews and complaints. Pandemic-Specific Online Hotel Review Dynamics at Pl...
Would You Fight to Make Your Customers Happy?
Shep Hyken | July 23, 2020
By Shep Hyken These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist. I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. I’m on your side, and I’ll fight to make you happy.” Did he just say he would fight his manager to ma...
CLEANtracker Technology Gives Hotel Guests Confidence With Certainty of Cleanliness via Dynamic Visual Proof in the Palm of Their Hands
Creating Revolutions | June 24, 2020
Fear instinctually diminishes trust. For hotels striving to implement hygiene initiatives to protect guests, that fear, unfortunately, requires an additional step in proof of their promises. Miami Beach, FLORIDA (June 24, 2020) – A psychological point demonstrated in most horror films, is that fear exacerbates distrust in others. Although the hotel industry is striving to implement stringent hygiene initiatives to protect guests, it is the diminished trust caused by fear of an invisible virus that is the final challenge hotels face in cementing guest confidence. Guests want certainty that their room is being precisely cleaned and sanitiz...
The Peace of Mind Call
Shep Hyken | May 20, 2020
By Shep Hyken My friend Stacy Sherman, head of customer experience at Schindler Elevator Corporation, is personally dedicated to “humanizing business.” She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader. She recently responded to one of my tweets, which was the creative spark for this post. I tweeted, “Amazing customer service isn’t an over-the-top WOW level of service. Here’s the real secret. Amazing customer service is just a little better than average.” Her response was, “There are many #CX techniques t...
CustomerCount® Teams With Noble System
CustomerCount® | June 10, 2019
Noble Agent Gamification Solution Integrated Into CustomerCount’s Enterprise Feedback System INDIANAPOLIS, IN (June 7, 2019) –CustomerCount®, has teamed with Noble Systems, the global leader in omnichannel contact center technologies, to launch yet another enhancement to CustomerCount’s enterprise customer feedback system. The new addition to CustomerCount’s capabilities is the integration of Noble Gamification software. Noble Gamification solutions increase productivity, reduce employee turnover, and improve customer satisfaction. Noble Systems provides innovative solutions for Contact Center, Workforce Engagement, a...
Building Better Customer Satisfaction in a World of Technology
Chris K. Anderson | February 28, 2019
by Elizabeth Martyn and Christopher Anderson As the hospitality and service industry makes greater use of computer applications and virtual technology, personal contact with employees becomes increasingly important for customer satisfaction. In a recent report from the Cornell Center for Hospitality Research (CHR), we explore how those customer contact employees can be trained in the "how" of service, especially when employees are involved in service recovery. We are specifically looking at training in the key skills of employee engagement, communication, and attitude, because they have a strong effect on customers' evaluation of servic...
Tambourine’s Friday Freebie: Stop Hidden Costs From Driving Customers Away
Tambourine | July 20, 2018
Welcome to the Friday Freebie! Each week, we share one impactful hotel marketing tactic that you can implement immediately to drive more conversions and more revenue. This week's Freebie: Don't wait until guests press 'Book Now' in your booking engine to announce new charges. Present all costs, including resort fees, as soon as possible. Nothing kills a customer's trust and transaction faster than hidden costs. By now, we all know that travelers are looking for a seamless purchase, as well as full transparency in their transactions. They want to know that by the time they pull out their credit card, they're certain how much their room w...
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