guest engagement
The Biggest Opportunity in Customer Service
Shep Hyken | September 7, 2023
By Shep Hyken I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless. And the answer is: The Speed to Happiness The meaning of this short answer is simple. If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not. And when I refer to happiness, I’m not talking about utter del...
VAI Resort Taps Hapi and Salesforce to Deliver Hyper-Personalized Guest Experiences
HAPI | August 31, 2023
One-of-a-kind desert oasis in Glendale, Arizona, featuring an 1,100-room luxury hotel, will deploy Hapi Guest to personalize the guest experience across all areas of the resort. MIAMI and GLENDALE, Ariz., August 31, 2023 – VAI Resort, a $1 billion, 60-acre oasis featuring a 1,100-room luxury hotel scheduled to open in 2024 in Glendale, Arizona, has partnered with Hapi and Salesforce to personalize and differentiate guest service across the entire resort. The VAI operating team has selected Hapi Guest, a suite of hospitality-ready tools and configurations built for Salesforce CRM, to power a groundbreaking 360-degree personalized guest...
Fulfilling the Elevated Standards of the Changing Luxury Stay
Frank Pitsikalis | August 29, 2023
By Frank Pitsikalis What one guest considers as “luxury” is different from another and for that reason, luxury hotels must offer their guests a variety of choices mapped to their individual preferences to deliver a hyper-personalized luxury experience. Choice is critical for today’s luxury travelers – choice of where to travel, where to stay, what kind of experience they wish to have, and how they want to interact with a property. As noted in a recent EHL Insights article, We keep defining the word luxury but ultimately it has to be defined by the customer. While the level of service, convenience, and attention rank high on th...
Augment Luxury Stays Via a Sense of Departure
Adam and Larry Mogelonsky | August 16, 2023
By Adam and Larry Mogelonsky Hotels excel at creating a strong ‘sense of place’ (sensorial brand identity) and ‘sense of arrival’ (first onsite impression), but we often neglect the ‘sense of departure’ (last onsite impression). According to the peak-end rule, this is perhaps the one area where hotels should refocus their efforts to get the most ROI. This is particularly important for luxury stays where travelers have a whole world of accommodation options. Luckily for the rest of us, many luxury hotels already have great departure SOPs that we can learn from to value-engineer a fantastic last impression in order to leave gu...
The Perfect Way To Impress Your Customers
Shep Hyken | August 3, 2023
By Shep Hyken We have the privilege and honor of working with some amazing clients. One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers. Here is a great example of the power of this exercise and impress your customers. The client is a travel company and had a VIP client that had worked with them for more than 20 years. His agent, Katie, referred to as a relationship manager,...
Does Your Reservations Call Scoring Criteria Need To Be Updated?
Doug Kennedy | July 25, 2023
By Doug Kennedy When our KTN team onboards clients for either traditional mystery shopping or for call scoring of actual recordings (as captured in our clients’ various cloud-based platforms), part of our process is reviewing their existing call criteria. As a result, I get to peek behind the scenes and see what their reservations, front desk, and/or contact center staff are being trained to say. What I find is that most organizations are still using the same reservations call handling criteria as they did long ago, despite the fact that so much has changed on the caller’s side of the conversation. When it comes to information, t...
LasoExperience Empowers Hotels With Seamless Integration of Maestro PMS for Enhanced Guest Interactions
Maestro | July 25, 2023
Rollout of the joint technology is underway at three iconic East Coast properties [CAMBRIDGE, Mass., July 25, 2023] — LasoExperience, a guest-experience SaaS platform that builds meaningful relationships with guests, and Maestro PMS, a web browser based cloud and on-premises all-in-one property-management system for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups, announces an integration partnership that will empower hotels to deliver exceptional guest experiences through personalized and relevant interactions, such as booking their stay, mobile check-in/out, mobile keys, purchasing ...
Hotel Omnichannel Marketing vs. Multichannel Marketing Explained
Lodging Interactive | July 19, 2023
When done properly, Omnichannel marketing can be very effective in driving direct revenue to hotels. Read more about it. The many ways consumers interact with hotels today are vast and diverse. From browsing social media platforms like Instagram and Facebook on smartphones to watching captivating YouTube videos on tablets, or even stumbling upon a hotel’s website through a search engine query on a desktop computer, the avenues for hotel discovery are ever-expanding. In this landscape, cultivating a consistent and seamless user experience across all channels has become paramount. Enter omnichannel marketing, a strategic approach that c...
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