Tag Archives: Communication

Happy young adult man paying the bill with a contactless credit card on a restaurant, bar or coffee shop. Handsome male smiling holding a creditcard and giving a payment transaction to the cashier

Nearly 70% of Consumers Will Leave a Brand They Don’t Trust. Here’s How to Keep Them

Best and Worst Practices, ,

Reputation can be ruined in minutes with the reach of online reviews and social media. Giving consumers a reason to trust a company over its critics will avoid having to make reparations. In a poll on brand trust, almost 70% of respondents agreed that they’d soon stop purchasing from a company if trust was not established. And right now, consumer trust is one of the most important assets a brand can have. Presently, ever-changing policies and the implementation of AI and other new technology can...

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How Hotels Can Turn the 2026 World Cup Into a Hospitality Opportunity -- Rio de Janeiro, Brazil July 14, 2014 - Schweinsteiger of Germany is seen at Team Germany's accommodation the following day of winning the 2014 FIFA World Cup. NO USE IN BRAZIL

How Hotels Can Turn the 2026 World Cup Into a Hospitality Opportunity

Guest Experience News, ,

With the 2026 FIFA World Cup set to begin on June 11th, there have been reports that the demand for hotel rooms across the United States may be lower than originally expected. For instance, the American Hotel & Lodging Association(AHLA) recently reported that nearly 80% of hoteliers in host cities say that bookings are tracking lower than initial forecasts. There is some reason for concern but as GEM Journal reported several weeks ago, hotels must prepare ahead of time, and help their guests...

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What Hospitality Can Learn From Video Game Developers – MILAN, ITALY - OCTOBER 5: People visit Games Week 2018, event dedicated to video games and electronic entertainment on OCTOBER 5, 2018 in Milan.

What Hospitality Can Learn From Video Game Developers

Competitive Intelligence, , ,

Popular modern video games have mastered the art of seamlessly collecting user data in-game to inform gameplay changes that keep users engaged. It’s all based on psychology — an understanding of which benefits guest experience managers, too. Video games have shifted from being viewed solely as products to being treated as services. Consumers have come to expect games to provide rewarding interactions that include social connection, require skill, and maintain value over time. Like other service ...

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Small business owner's daily routine, from opening, welcoming customers to taking orders, processing payments, maintaining a tasteful, clean environment.

Five Ways Hospitality Companies Can Protect Customer Trust When Closing Locations

Communication and Messaging, , ,

Two days after joining a local fitness club that was part of a larger national chain many years ago, I arrived early in the morning ready to restart my fitness journey. I signed up with the club because, although it was more expensive than some competing gyms, it had a reputation for customer loyalty and strong service. I was therefore shocked when I arrived and found the front doors locked and chained, with only a short handwritten note explaining the location was permanently closed. The next f...

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Business Collaboration Corporate Colleagues Partner Concept

Business Collaboration Ideas to Build Brand Awareness

Best and Worst Practices, ,

Collaborations between businesses can double the customer base of both parties. Whether just starting out or seeking to expand, working with other businesses is a powerful way to get a brand in front of potential patrons. Companies that fulfill adjacent needs can work together to combine audiences and expand their reach. Teaming up doesn’t have to be stress-inducing. Here are some popular collaboration ideas across a range of time and financial commitments to help you get the word out. 1. Collab...

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Businessman smiling slightly while using smartphone, seated outdoors, capturing modern digital communication, confidence and mobile interaction in relaxed yet focused business workflow.

Where Consumer Interest Has Headed In 2026

Guest Experience News, , ,

Top minds dedicate themselves to predicting consumer trends to get ahead of the curve, but customers have the final say, capable of pulling industries in unforeseen directions. At the end of last year, Google published a list of predictions of what would appeal to consumers most in 2026, gathered from higher-ups across the company. The world’s most well-known search engine typically has a handle on what people like and a wealth of data to pull from. Some trends have taken off as assumed, though ...

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Bellboy taking guest to his hotel room, providing excellent luxury service for businessman with luggage. Bellhop carrying suitcase for traveller, formal client on business trip.

The Importance of Delivery For Excellent Guest Service — Same Script, Different Story

Guest Experience News, ,

Customers have come to expect attentive, accommodative service, and the resolution matters no more than how it’s offered. Large retailers, hotel chains, and other customer-facing companies typically provide representatives with strict procedures to follow in order to create a consistently high quality experience for customers. While a crucial tool, written protocols can’t always teach the right attitude. For guests or customers to truly feel valued, how the script is delivered is make-or-break. ...

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Mechanic helping client to choose car tire in auto store

Timeless Customer Service Qualities to Practice Always

Insights, ,

Between pop up advertisements, enticing signage, or mail flyers, you’ve attracted a potential customer through the door or onto your site. Now what? Now, the real trial begins. The customer’s experience can cause a domino effect with the power to affect business in a number of ways. A negative experience can lead to one star reviews, money lost immediately to reparations, poor reputation from word-of-mouth, and even bad press. Modern tools make customer data more accessible, allowing managers to...

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Excellent service. Nice friendly woman talking to the client while standing at the reception.

Talking About Nonverbal Communication in Guest Experience

Communication and Messaging,

A furrowed brow, crossed arms, even an eyeroll – these nonverbal cues paint an obvious picture, but some cues aren’t so clear, and potentially less obvious is the impact that this form of communication has over a guest’s experience. The often-quoted 55/38/7 rule brought about by researcher Albert Mehrabian suggests that as much as 55 percent of communication is body language, 38 percent is tone of voice, and only 7 percent is attributed to the words spoken. While this ratio extracted from his fi...

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Social media engagement, Digital marketing concept. Working on computer for creating social media platforms to build relationships and drive sales. Engaging activities responding to comments, sharing.

Social Media Engagement Contributes to Life-Long Customers

Communication and Messaging, , , ,

A coworker of mine is a fanatic of the German beer Paulaner Bräuhaus. Talking to him recently, I realized his infatuation goes beyond just the quality of the drink – most of it is due to his communication with the brand. On a recent weekend, he shared a photo of Paulaner Bräuhaus’s Octoberfest release that he had picked up from a big-box liquor store. He tagged the German brewery in the photo and then received a direct message to his account thanking him for the purchase. He briefly chatted back...

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