For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Hospitality companies closing locations risk more than lost revenue if customers feel blindsided. Industry experts say communication, transparency, and strong service recovery strategies can help brands preserve guest trust during difficult transitions.
Customer reviews are essential, but getting them requires exceeding expectations.
Acting in the customer’s best interest benefits the business’s interest – and that’s best guest experience.
Some cues aren’t so clear, and potentially less obvious is the impact that this form of communication has over a guest’s experience.
Newsletters are all the rage and a great opportunity to connect with your guests directly.
Unrealistic images that don’t live up to a hotel’s reality can lead to dissatisfied guests who feel they were duped into paying a steep price for a budget hotel.
Studies show loyalty breeds trust and commitment to brands.
Chain restaurants have a blanket approach to staff training that can occasionally lose repeat customers. Here’s what you can do differently.
When guests lose patience, you lose business.
These rewards program messages create trust and loyalty among guest members.