Tag Archives: Guest Experience

Human Touch Remains an Essential Part of The Customer Experience

Guest Experience News

Chatbots are great, but they don’t create a good customer experience when your customers need to speak with a call center agent or get answers via live chat. Even though today’s customers expect omnichannel options for communication with companies and organizations, they also want the human touch options of call centers or live chat. In fact, customers overwhelmingly value the human touch when they need issues resolved, according to “The State of Customer Service Experience,” a 2023 report from ...

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Why Your Brand Must Offer Omnichannel Communication for a Better Customer Experience

Guest Experience News

Today’s customer experience hinges on options for multiple channels of communication. While many customers still prefer to phone an agent at a central call center, the prospect of waiting on hold for several minutes or longer can put off those with just a quick question or who  don’t have time to wait. That’s why your business or organization must offer “omnichannel,” multiple options for communication with your company. Consumers want more than one or two different communication channels, depen...

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6 Customer Experience Trends to Watch in 2023

Guest Experience News

From multiple communication options to faster response times, customers now expect more for a positive customer experience. While product quality and the level of service your business or organization delivers are crucial to the customer experience, quality and service alone are not enough to gain customer loyalty, according to SuperOffice, a customer service, sales and marketing software provider. “While that might have been true two-three years ago, it’s no longer the reason why customers choo...

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4 Customer Experience Trends to Watch in 2023

Guest Experience News

From a back-to-the-basics approach to exploring the expanding metaverse, these trends will shape the 2023 customer experience. As companies and brands edge their way into experimenting with and exploring the metaverse — technologies offering virtual “worlds” and augmented realities that combine aspects of digital and physical realities — a strong focus on returning to customer service basics is also one of the trends shaping 2023, according to a new report from Sitel, a global provider of custom...

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How AI Will Impact Hospitality Industry in Coming Years

Competitive Intelligence

Digitization is part and parcel of industries big and small worldwide. Hospitality is no different, and 2023 could see plenty of companies become more adept at using artificial intelligence to better serve customers. The new calendar year promises to bring some more changes to the hospitality industry that like many others has changed alongside the nature of work and oft-evolving technology that has changed the way workers view and interact with their employers and their job responsibilities. He...

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Bridging the Guest Experience Gap

Guest Experience News

There’s frequently a disconnect between what customers expect and what businesses provide. No matter which industry your business is in, your management and staff have probably put a lot of thought and effort into providing a customer or guest experience that wins and retains customers. Sometimes, however, what you think customers want isn’t lined up with what they expect for a good guest/customer experience. As a result, customers are often frustrated and dissatisfied, according to “Experience ...

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6 Things People Value Most in Their Customer Service Experience

Competitive Intelligence

Meeting customer and guest experience expectations can win new customers and make sure the current ones stick around. When you’re not meeting guest experience expectations, customers can become dissatisfied, often abandoning your brand for a competitor, according to “Experience is Everything: Here’s How to Get it Right,” a report from accounting and advisory firm PwC. “Good customer experience minimizes friction, maximizes speed and efficiency and maintains a human element, embedded within autom...

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4 Expert Opinions on Brand Messaging Around Environmental or Social issues

Communication and Messaging

Today’s consumers expect companies to be accountable to their communities and make changes to benefit the global environment. Your hotel, restaurant or other business is probably already on top of exceptional customer service and offering engaging content on Facebook, Instagram, LinkedIn and other social media platforms. But 2023 will bring higher expectations from consumers for businesses’ and organizations’ awareness of social issues and accountability to their communities, along with sustaina...

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5 Phrases That Can Irk Unhappy Guests (and What to Say Instead)

Communication and Messaging

In hotel customer service, tweaking your wording can go a long way to soothing a dissatisfied guest. Sometimes a sentence may help to convey empathy and sincerity, while slightly different wording can come off as insincere or snarky. It can be a challenge to come up with just the right words in the moment, while dealing with an irate customer. So it makes sense to look at language ahead of time, nix wording that can add fuel to a customer service fire and come up with better language that sounds...

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5 Ways to Optimize Your Brand’s Call Center Customer Experience

Communication and Messaging

Well-trained, empathetic agents and good communication to agents about customer feedback are crucial to providing a great call center experience. Let’s face it. Nobody gets excited about needing to call customer service with questions, frustrations or complaints. Many times, however, contacting a call center agent is the best way to find answers or figure out a solution to the customer’s problem. Because that call center interaction can make or break the customer’s satisfaction and/or loyalty, i...

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