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 Loyalty

Offer These 5 Restaurant Deals to Attract New and Return Guests

October 20, 2022Competitive IntelligenceGuest LoyaltyDeb Hipp

Discounts, coupons and specials can greatly influence guests’ dining out choices. With Americans feeling the pinch of skyrocketing inflation, cutting back dining out is often one of the first cuts people make to their monthly budget. However, many keep an eye out for restaurant discounts and specials that allow them to afford dining out more often. “While 61% of people agree that rising prices are making restaurant dining too expensive, deals and incentives can spark an appetite for your brand,”...

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Wyndham Resorts Will Pay You $5,000 to Take Off Work

March 17, 2021Guest Experience NewsGuest LoyaltyJoe Pye

In a fascinating publicity campaign, the hotel chain is offering to pay one lucky winner to vacation. The average American leaves more than 30 percent of their vacation time unused every year. That's according to the nonprofit organization the United States Travel Association. For years, reports have come out of Americans working on vacation and not taking their earned time off. In 2019, the Washington Post reported Americans left 768 million days of paid time off unused. More than half of U.S...

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Kiss your guests goodbye

August 8, 2019Competitive Intelligence, Emotions, Perceptions, FeelingsEmotions, Guest Experience, Guest LoyaltyJim F

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 It’s an unpublished Disney secret that most nights, approximately 20 to 30 minutes after the park’s official closing time, guests experience one more magical moment.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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Please Use the “F” Word!!

May 7, 2018InsightsGuest LoyaltyRoberta Nedry

It’s not what you think. The “F” word in service is feelings and understanding them can be the difference between losing a guest and creating lasting loyalty. Relax! Not that “F” word! This “F” stands for feelings, which are critical to any service interaction or guest experience. They must be front and center to make meaningful emotional connections. Whose feelings, you might ask? Yours, theirs and ours!!! How you perceive your guests are feeling as they arrive, experience and depart can make a...

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Treat Loyalty Like Royalty – Why Repeat Guests Deserve More

August 21, 2015Competitive IntelligenceEmotions, Guest Loyalty, Service ExcellenceRoberta Nedry

Do you work hard for your guests, or do you make your guests work hard for you? For loyal customers, the answer should be clear. Guests who return year after year expect recognition, consistency, and ease. When those expectations are not met, loyalty quickly fades. When loyalty is taken for granted In one example, repeat guests booked a familiar resort months in advance, requesting specific accommodations based on past experience. At check-in, their request had not been honored. Even worse, the ...

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Stop the Runaround – Why Bouncing Guests Damages Loyalty

August 21, 2015InsightsEmotions, Guest Loyalty, Leadership and Management, operationsRoberta Nedry

Frequent travelers expect a certain level of recognition. They invest time, money, and loyalty into brands, often choosing the same airlines and hotels repeatedly. When they return, they expect that relationship to be acknowledged. When loyalty is met with friction In one experience, a frequent traveler attempted to redeem earned rewards. Instead of a seamless process, the interaction became a series of transfers, unclear answers, and repeated explanations. Calls were redirected, questions went ...

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Pineapple Service – Why Small Gestures Make the Biggest Impressions

August 20, 2015InsightsGuest Experience, Guest Loyalty, hospitality, hotelsRoberta Nedry

“It’s the little things that count.” That familiar expression holds special meaning in the hospitality industry. Often, the smallest gestures create the biggest impressions. These simple actions show care and thoughtfulness in everyday moments, reminding guests that even routine interactions matter. I call this idea “Pineapple Service.” The concept comes from the pineapple’s long history as a symbol of hospitality. Dating back to the early days of exploration in the Americas, the pineapple repre...

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Don’t Put Service in a Box!

August 14, 2015InsightsEmotions, Guest Experience, Guest LoyaltyRoberta Nedry

In one of my recent boxing exercise classes my instructor Luiz greeted each student individually as he always does. He was also asked about a recent competition for one of the boxers he coaches over and over again. Each time he had to retell the exact same story to each person who asked, all within a very short period of time. What amazed me is that each time, he told the story as if it was the first time, with the same enthusiasm and energy. He did not get frustrated from having to say the same...

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