Tag Archives: Guest Loyalty

Reception, employees and tablet with teamwork, hotel and accommodation with cooperation. Coworkers, hospitality and service with tech, internet and digital app for schedule and reservation for lodge.

Can High Tech Still Feel High Touch?

Guest Experience News, ,

A guest walks into your lobby, checks in via kiosk, heads to a room that was pre-assigned by an algorithm, and orders dinner from an app. Everything worked perfectly. So, why does it still feel a little... well, cold? Automation in the hospitality industry is booming, particularly in the name of efficiency. But digital convenience can come at the expense of emotional connection. Hoteliers now face a challenge: how to streamline operations and personalize service at the same time. The winners wil...

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Feedback is Your Friend: How to Make Customer Surveys

Leadership

Improving on your faults and bettering the guest experience as often as possible is essential. But it can be hard to know what to improve without little help. Customer feedback helps any business thrive. Microsoft's Global State of Customer Service report says that most consumers (89 percent) want companies to contact them for input. Another half believe that it’s “very important” to provide feedback to businesses. Sixty-four percent said they appreciate when businesses ask for input. Consumers ...

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User gives rating to service experience on online application, Customer review satisfaction feedback survey concept, Customer can evaluate quality of service leading to reputation ranking of business.

The Power of Promises: 5 Rules for Building Brand Trust

Leadership, , ,

A compelling promise can set your business apart. When a company makes a bold commitment and consistently delivers – meeting expectations and often exceeding them – it builds trust. Some brands have mastered this art:

1-800 Contacts: With their "Gajillion Percent Promise," this virtual one-stop contact retailer boasts an unwavering dedication to satisfaction. Dealing with their customer service team is a dream. Steak 'n Shake: The original slogan, "In Sight, It Must Be Right," showcased transpa...

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Restaurant Ambiance Can Make or Break Guest Experience – Here’s How to Keep Guests Coming Back

Emotions, Perceptions, Feelings, ,

A great restaurant experience is about more than just food. Every detail, from lighting and decor to music and seating arrangements, contributes to the ambiance that defines a restaurant’s brand. A well-designed atmosphere doesn’t just complement the menu; it enhances the overall guest experience, making diners more likely to return. Creating a distinct and inviting ambiance requires careful planning and thoughtful execution. Whether you run a fine dining establishment, a casual bistro, or a tre...

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This Year’s Travel Trends Point to Meaningful Human Connection

Insights,

As vacations continue their post-pandemic metamorphosis, a new poll reveals that the central theme uniting travelers in 2025 is a desire for community, inclusivity, and meaningful human connection.  Booking.com’s 2025 Travel Predictions polled over 27,700 respondents across 33 countries and territories. The results share a common thread: Travelers want experiences that bring them closer to others and cater to their emotional needs.  The vacation priority shift from social media photo ops to real...

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Young asian hotel maid making the bed. Show rating of service experience, evaluate quality of service leading to reputation ranking of hotel business.

Enhancing Guest Experience: How Hotels can Collect and Use Guest Feedback

Leadership,

Hotels thrive on guest satisfaction, but understanding what guests truly think requires more than a few online reviews. A structured feedback system helps hotels refine service, address concerns, and create experiences that keep guests returning. For hotel managers, training staff to collect and act on feedback should be an essential part of daily operations. Why guest feedback is essential No hotel can improve without knowing what its guests think. Feedback helps managers identify what’s workin...

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How Hotels Can Use Psychology to Better Serve Business Travelers

Emotions, Perceptions, Feelings

Understanding the wants and needs of corporate guests can help you improve their stays and keep them coming back. Business travelers are flooding back to hotels in the wake of the pandemic. As they return, it's worth taking a new look at the ever-changing makeup of business travel and how you can use psychology to better serve these guests. "Corporate travel budgets are recovering to pre-COVID levels," a new Morgan Stanley report, "2023 Outlook: Business Travel Bounces Back," states. In fact, 20...

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Business Travel Won’t Rebound Until 2024

Business Travel Won’t Rebound Until 2024 – Here’s How to Get Ahead of the Competition

Guest Experience News,

Plan for the business travel boom and bolster your company’s bottom line. Two years into a pandemic, no doubt the U.S. workforce is Zoomed out. But there is a shred of hope for those grounded road warriors. Recent industry reports show business travel is predicted to increase by 37 percent this year. It’s still predicted the industry won’t fully recover for another two years. That means there’s a timeline to set a strategy and curb the competition. GEM Journal’s president Roberta Nedry is a gues...

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Is Your Brand Losing Customers to Survey Fatigue?

Competitive Intelligence

Your company’s quest for customer feedback can backfirgueste when customers feel badgered by too many surveys and survey reminders. On a call with my wireless carrier about a billing issue last week, the customer service rep asked if I could answer a short survey before getting off the phone. I told her that I was busy and didn’t have time, since I was working. “I’m not allowed to end the call if you don’t take the survey,” she told me. So, I answered her questions reluctantly, feeling slightly ...

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Going Beyond “the Basics” to Meet Hotel Guest Expectations

Guest Experience News

Today’s hotel guests expect more than the tried-and-true basics of the past. Your hotel probably already meets the “basics” that guests have always expected such as a clean room, value for the price, a well-maintained, quiet property and a desirable location. But today’s hotel guests come with a set of higher expectations, according to “Next-Gen Hotel Guests Have Checked In,” a report from research and data firm Deloitte .” “Guest expectations are continuing to rise,” according to the Deloitte r...

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