For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Don’t miss out on these opportunities to build brand awareness and grow your hotel’s social media following.
Artificial intelligence removes humanity from hospitality. But it does provide convenience to guests humans can’t.
Misleading business hours can lead to missing customers.
Sometimes the customer isn’t always right – and it’s okay to tell them that.
To create a welcoming space, major corporations are choosing to use gender-neutral language.
Planning ahead and having a clear timeline are key for running successful conventions and conferences.
From cable companies to banks, these industries can earn repeat business.
How does the hotel industry earn so much from something so small? In 2018, nearly 58 million Americans used a smartphone to book a trip. That’s not all.
Every interaction gives guests a choice, complain or compliment. How service is delivered at each touchpoint determines which one they choose.
“No” may be efficient, but it often ends the relationship. Great service means finding answers, offering alternatives, and keeping the conversation going.