The guest experience manager

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

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Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Tag Archives: Guest Experience

3 Benefits of Using Chatbots on Your Website

June 29, 2022Competitive IntelligenceGuest ExperienceKristen Grau

They can give your customers a better experience without them having to pick up the phone. If you want to solve your customers' problems faster and even when nobody's available, then chatbots could be your solution. Chatbots are a chat feature on your website that visitors can talk or ask questions to — except they're usually talking to a computer program, not another person. They might sound like they're just scary robots coming to take over a customer service representative's job. But if used ...

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Inclusive Language: When and How to Properly Use it

June 8, 2022Communication and MessagingCommunication, Guest ExperienceGillian Manning

To create a welcoming space, major corporations are choosing to use gender-neutral language. Using someone’s correct pronouns leaves them feeling respected and seen as individuals but navigating inclusive language might be confusing for anyone new to it. The lines that define what’s acceptable can seem blurred. Inclusive language is simply a way of communicating that is respectful and accurate for the people it applies to. Discussions on inclusive language often point to the importance of gender...

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Brace Yourself for the Summer Travel Boom

June 7, 2022Competitive IntelligenceGuest ExperienceJoe Pye

Safe to say, pandemic travel fears may be a thing of the past. For how long is unclear. Lynn Haglund has been planning a vacation in Greece for more than two years. Last month, she finally hopped on a flight. On November 12, 2019, Haglund began searching online to book her dream summer vacation. Four months later all international travel was banned in the U.S. putting a grinding halt to her daydreams of exploring the Mediterranean Sea. "It was devastating," Haglund tells GEM Journal. "I worked m...

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5 Ways to Run a Smooth and Successful Convention

April 15, 2022Communication and Messaging, Competitive IntelligenceGuest ExperienceKristen Grau

Planning ahead and having a clear timeline are key for running successful conventions and conferences. Running a convention or conference of just a few days can take months of planning. What can make or break a smooth conference or convention you’re planning is how you spend those months. By spending time on setting goals, marketing effectively, planning for worst-case scenarios, your attendants can leave with the best experience possible. Here are some ways you can make your next conference go ...

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Price-Gouging May Sound Great in the Short Term But Hurts in the Long Term

April 14, 2022Competitive IntelligenceGuest ExperienceJoe Pye

Demand for travel is surging but that’s not an excuse to surge prices. Last March, McKinsey released a report showing that 44 percent of Americans want to get out and travel. As the noise of the global pandemic finally winds down, more people want to splurge on vacation and globetrotting in a phenomenon referred to as “revenge travel.” It’s just basic psychology to want to flee after being cooped up for so long. Another basic psychological instinct is when there’s a demand, the value of supply g...

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Companies With the Worst Customer Service – and How They can Fix the Problem

April 14, 2022Communication and MessagingGuest ExperienceJoe Pye

From cable companies to banks, these industries can earn repeat business. At the beginning of the year, a report on companies with the worst customer service was released. The data is telling of how poor guest experience can lead to poor profits. A report by Statista Research Department found that the worst customer service complaints for a large company comes from Comcast cable network. Not far behind was fellow cable provider DirectTV and financial service institute Wells Fargo. “Good customer...

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How to Stay “Agile” During COVID Uncertainty

February 2, 2022Competitive Intelligence, LeadershipGuest Experience, Leadership and ManagementJoe Pye

The philosophy behind a technology service could help bolster the vigilance of your hospitality team. Since early 2020, nailing down the best safety and sales plan in the hospitality industry can seem like an aggressive game of whack-a-mole. Day-to-day changes based on CDC guidelines make the guest experience a rapid-paced challenge that should be embraced, not feared. That’s where you can draw on inspiration from the technology industry. The philosophy behind Agile software directly relates to ...

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Comfort Hotels Celebrates Four Decades in Guest Experience

June 15, 2021Industry NewsCompetitive Intelligence, Guest ExperienceJoe Pye

In honor of its 40-year anniversary, the Choice Hotels International brand launched summer sweepstakes for customers. In 1981, Comfort Hotels opened as the flagship hotel among a group of brand choices varied by room rates and amenities. At the time, it was the first hotel to offer brand segmentation. Today – at 40 years old – it's celebrating by giving away membership points to 40 guests valued at $212-$240 dollars, according to credit card and hotel rewards program analysis site The Points Ca...

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Customer Service Lessons for Hospitality Industry Leaders

September 16, 2020Guest Experience NewsEmotions, Guest ExperienceJoe Pye

A guest relations expert explains three reasons to go the extra mile for extra revenue. A few years ago, Forbes published the headline, “Businesses Lose $75 Billion Due to Poor Customer Service.” Yes, with a “b.” The report was based on research from NewVoiceMedia – now Vonage – and the figure had increased by $13 billion, according to a similar study two years prior. But what about customer service could cause a business to lose that kind of money? Further research from software marketing compa...

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