Tag Archives: Guest Experience

Win Hearts of Your Guests

5 Ways to Win Over the Hearts of Your Guests

Emotions, Perceptions, Feelings,

Emotions motivate spending. Aim to hit the right ones and your hotel business will thrive. Inspiring your employees to give guests the best experience goes beyond best hospitality practices – it’s science. Research suggests hotel employees who go out of their way to connect with guests may trigger oxytocin, a hormone that motivates spending. It’s called the “cuddle chemical” or the “moral molecule.” However you refer to it, employee and guest moments make up a neuroeconomic approach to the hospi...

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Focus on hospitality

4 Reasons Hospitals Need to Focus More on Hospitality

Insights

Patient experience translates to dollars spent in and on your hospital. Patients want hospital staff to act more like a 5-star hotel or restaurant staff. Although best medicine may be important, cleanliness, and bedside manner matter more to hospital patients than death rates and treatment outcomes, according to research published in the journal of Social Forces. “The No. 1 thing that ultimately matters to patients – are you going to survive your operation? Can they fix you? – does not really fa...

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First Impression in the Hospitality Industry

Tips to Make a Lasting First Impression in the Hospitality Industry

Emotions, Perceptions, Feelings,

From an online presence to the hotel lobby, guests are subconsciously taking notes from the beginning. Do you know how long it takes for people to make judgments of others? Within the first 100 milliseconds of meeting someone. Although guests may not interact with your hotel staff right away – that’s how crucial timing can be. Realistically, hotel staff needs to make a lasting impression within the first 15 minutes of walking in the lobby. And there are many places this can go awry – unless you ...

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Trash Can

Stop getting trashed by your customers

Guest Experience News, ,

It seemed like such a small thing at first. In the lobby of a high-end office building, wedged between the front desk where guests checked in and an American flag, was a trash can. Not a nice or decorative trash can, mind you, but a plain, black trash can that almost seemed as if it were touching the bottom of the flag. It was there for convenience and could easily have been overlooked. We all have “trash cans” in our lobbies - and in our businesses - that stand in the way of our efforts to crea...

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Kiss goodbye Disney

Kiss your guests goodbye

Competitive Intelligence, Emotions, Perceptions, Feelings, ,

Disney does a lot of things right. But one thing they do better than almost any other company in the world is kiss their guests goodbye. That’s right...there’s a kiss waiting for you at the end of a long day at the Magic Kingdom. It’s an unpublished Disney secret that most nights, approximately 20 to 30 minutes after the park’s official closing time, guests experience one more magical moment. Disney woos you with a presentation of lights, music, and fanfare at Cinderella’s Castle to wish guests ...

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Tour Guiding the Guest Experience

Insights

Sometimes I just can’t help myself! I see a darling couple, standing on the restaurant dock, taking photos of each other. I must leave my own meal and partner to offer to take a photo of them together. I just have to jump in and make sure their experience is as wonderful as it can be, even when I am not on duty. Or, no matter what state or country I am in, I seem to be the person people stop in airports or on the streets to ask directions or to ask for information I don’t even know. And, whether...

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Take the Service Elevator to the Top Floor

Competitive Intelligence,

Customer experience management is increasingly critical as a top investment area and a skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly, and what do leaders need to do to ensure they are ready? How will they proactively acquire these skills and mindset when there is no single or even clear roadmap as to exactly what to do or how to do it? On top of that, the new science of customer emotions is inspiring even more considerations, and most CEOs don’t...

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Stop Getting Trashed by Your Customers

Best and Worst Practices,

It seemed like such a small thing at first. In the lobby of a high-end office building, wedged between the front desk where guests checked in and an American flag, was a trash can. Not a nice or decorative trash can, mind you, but a plain, black trash can that almost seemed as if it were touching the bottom of the flag. It was there for convenience and could easily have been overlooked. We all have “trash cans” in our lobbies — and in our businesses — that stand in the way of our efforts to crea...

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Global Warming: A Weatherproof Strategy for Hospitality and Service Success

Guest Experience News,

There's nothing like warmth when it comes to hospitality. That blanket of welcome that surrounds a guest or customer when caring and proactive efforts create comfort and make frigid moments forgotten. As guests contemplate their seasonal choices for leisure and business travel, global warming may be an environmental concern, but it takes on new meaning in hospitality. In this case, it’s about warming the hearts of guests and customers as a strategy that works in every season. When warmth defines...

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The Little Things Guests Notice – Solving Service’s Smallest Mysteries

Emotions, Perceptions, Feelings,

During a visit to a high-end spa, everything felt first class. The service was thoughtful, the environment polished, and the experience seamless. I even decided to purchase some skincare products to take home. They were carefully wrapped and presented beautifully. Then came the final step. A worn, chewed-up plastic pen was handed to me to sign the receipt. After everything that came before it, this small detail stood out for all the wrong reasons. When one detail disrupts the experience It was a...

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