Tag Archives: Guest Experience

West Palm Beach, United States - November 13, 2022: Delta Air Lines Airbus A319 airplane at Palm Beach airport (PBI) in the United States.

How Delta’s Personalized Touch Turns Service Recovery into a Loyalty Win

Insights, , ,

Delta Air Lines is celebrating 100 years since its inception on March 2, 1925. The airline began as Huff Daland Dusters, the world's first aerial crop-dusting company, and has evolved into a leading global airline. Delta's "Chief People Officer," Allison Ausband, emphasized the airline's commitment to connecting people in a press release: "Connecting the world is something Delta has done for 100 years. And it’s because of our people." This sentiment reflects the culture that empowers employees l...

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5 Important Post-Purchase Touchpoints on the Guest Experience Journey

Guest Experience News

Every interaction your brand has with your customers represents a “touchpoint” on the customer journey. Touchpoints “significantly influence” customer experience and brand perception, according to inbound marketing specialist HubSpot. “By using customer touchpoints, you can play a role at every step of the customer journey. Nothing is left up to chance,” says HubSpot. “Instead, you provide targeted information at just the right time. “Whether you’re a one-person business or an enterprise-level t...

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Take These 5 Steps to Create a Customer-Centric Culture at Your Brand

Guest Experience News

Is your brand or company customer-centric? If not, you’re not reaping the benefits of a customer-centric culture to create an exceptional customer experience. A culture of customer centricity refers to a set of beliefs, ideas, and values that places the customer at the center of everything an organization does, according to customer experience technology provider Hiver. "[Customer centricity] is a strategy and a culture of doing business that focuses on creating the best experience for the custo...

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Customer Service vs. Guest Experience: What’s the Difference?

Guest Experience News

The terms “customer service” and “guest experience” are often misinterpreted and frequently used interchangeably. Yet as similar as these terms sound, they differ in meaning in key ways, according to hospitality and business management resource EHL Insights. "Customer service (CS)” is a key component of the entire customer journey, while "guest experience (GX)" comprises all the interactions between your brand and a customer,” says EHL Insights. Still not sure exactly how the two terms differ? I...

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Personalization Moves From Luxury Perk to Everyday Guest Expectation

Concierge

The future of customer service has already arrived, according to McKinsey & Company. Consumers are accustomed to receiving performance notifications and software update prompts for laptops and mobile devices. The same goes for vehicle maintenance reminders. So, it should be no surprise that today’s consumers also expect brands to offer a more personalized customer experience. “The next horizon is for customer service to be completely customized to each individual. When a customer calls a con...

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Friends at waterpark

5 Tips for Embracing Cultural Diversity at Your Hotel

Guest Experience News

Hotels are melting pots of cultural diversity. Guests visit from all over the world. Front desk, housekeeping and maintenance staff may also hail from other countries. But cultural diversity doesn’t stop with etiquette, language and customs practiced in other countries. Diversity also extends to race, socioeconomic status, sexual orientation and religious beliefs, among other differences. “Wherever your hotel is situated, you must consider that the culture of visitors may be very different to yo...

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2016: Legendary Disney castle of sleeping beauty in Disneyland.

Enhancing Guest Experience: Insights from Disney’s 30-Foot Trash Can Rule

Emotions, Perceptions, Feelings, ,

In hospitality, the smallest details can significantly impact guest satisfaction. Walt Disney exemplified this understanding with a seemingly simple yet profound innovation: ensuring trash cans were never more than 30 feet apart in his theme parks. Yeah, it helped maintain cleanliness. But more importantly, it enhanced the overall guest experience, offering lessons for today's hospitality leaders. Walt Disney's meticulous attention to guest behavior led to implementing the 30-foot trash can rule...

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Frustrated, receptionist and people at front desk of hotel for angry client, lost luggage and check in problem. Customer service, concierge and late booking with woman in lobby for appointment error.

Crisis at The Concierge Desk: When Guests Ask for Help That’s Out of Scope

Concierge, ,

Concierges are trained to resolve issues, such as missed reservations, sold-out shows, and unexpected birthday surprises. But in today’s hospitality landscape, some requests cross into far more serious territory. A guest asks for help escaping a violent partner. Another shows signs of a medical emergency. Someone appears to be trafficking minors. These aren’t hypothetical scenarios. They’re real situations that hotel staff across the country have recently faced, often without formal training, cl...

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Interior of a luxury hotel lobby.

Why the Hotel Lobby Is Still Your Most Underrated Asset

Insights,

The front desk used to be the focal point of arrival. Today, it’s often an afterthought. With mobile check-in becoming the norm, hotel guests are increasingly bypassing the lobby – and missing the chance to connect with a space that once set the tone for their entire stay. As more travelers walk past the front desk with phone in hand, the traditional lobby is under pressure to evolve. No longer just a transition space, it now has to earn attention. That means delivering more than function – it n...

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The hotel room with DO NOT DISTURB sign on the door.

Do Not Disturb? How Guest Privacy Norms are Changing

Competitive Intelligence, ,

The guest didn’t leave a tip, didn’t say goodbye, and didn’t even want the room cleaned. But they left a glowing review. “So peaceful. No one bothered me. Perfect.” It’s a scenario playing out more often in today’s hotels, where some travelers are no longer looking for cheerful check-ins or chatty staff. Instead, they’re seeking privacy, quiet, and control – sometimes at the expense of traditional service touchpoints. This isn’t a customer service failure. It’s a shift in norms. And smart operat...

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