Tag Archives: tech

Hand Woman in car receiving coffee in drive thru fast food restaurant.

6 Tips for Balancing In-Person and Drive-Thru Food Service

Insights, ,

The drive-thru has become a cornerstone of revenue and convenience for many restaurants. However, a heavy focus on drive-thru efficiency often leaves in-person diners feeling overlooked. Imagine walking into a popular café, ordering a latte, and waiting significantly longer than the cars zooming through the drive-thru lane. For some major quick-service chains like Starbucks, this scenario is all too common, and it shouldn’t be ignored: Former CEO Howard Schultz points to the worsening in-store ...

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Take These 3 Steps for Chatbot Success

Communication and Messaging

Does your brand use chatbot technology — software that interacts with customers to answer questions and resolve issues — to provide a better customer experience? If not, your organization should consider providing this customer support channel that’s quickly becoming the norm, according to a chatbot global analysis report from Grand View Research. “The global chatbot market size was valued at USD 525.7 million in 2021 and is expected to expand at a compound annual growth rate (CAGR) of 25.7% fro...

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5 Tips for Managing Your Brand’s Online Reputation

Communication and Messaging

Your brand’s online reputation goes a long way when it comes to customers choosing your company over competitors. For example, the initial step many consumers take when searching for a restaurant, hotel or other business is a Google search on the phone or another device. If search results for your business pop up with negative reviews and complaints, many customers will continue searching online for a business with a better online reputation. In fact, around half of consumers surveyed by Pew Res...

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6 Tips for Choosing Guest Experience Management Software

Guest Experience News

Does your company or organization have customer experience management (CXM or CEM) strategies in place (or on the horizon) that include customer experience management software? If so, you’ll want to have the right CXM software to achieve the best results. What is customer experience management? “Customer experience management is an approach to relationships with customers that goes beyond just marketing tools and software—with the goal of achieving a digital transformation that truly puts custom...

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Business owner, thinking and woman in store, tablet and internet with connection, online reading and decision. Person, entrepreneur or employee with tech, digital app for invoice and solution in cafe.

The Top 5 Tech Solutions for Hospitality Customer Service

Competitive Intelligence, ,

Gone are the days when guests needed a phone book and map to find their way around a new town. But are you using technology to your greatest potential in this technological renaissance? Technology can streamline and expedite guest experience. However, technology can delay checkpoints when used incorrectly, making guests frustrated and impatient. Here’s a look at five ways you can use technology to improve customer satisfaction at your hotel brand… 1. Self check-in kiosks Things go wrong when tra...

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Why You Should Consider Hiring Onsite IT Personnel

Communication and Messaging,

In our digitally advanced world, it’s a given that there will be technological issues that will impact the experience guests have when they enter your building. It might be an older person who isn’t quite sure how to get on hotel Wi-Fi. You might run into an issue where a family has multiple devices or wants to stream and cannot. In any case, you and other leaders should consider the extent to which you need onsite IT personnel since many places will contract with a third party instead. When tha...

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5 Classes Hotels and Restaurants Can Host Virtually in a Tech-Savvy World

Competitive Intelligence, ,

It’s only gotten more challenging to convince people to leave their homes, venture out of their comfort zone, and try something new. And with so many entertainment and learning opportunities at our fingertips, it’s no wonder why. But people are always going to travel, and they’re certainly always going to go out to eat. It’s just a matter of getting them to come to you. One way to do that is to tap into their tech. Restaurant and hotel owners, do you have a chef on staff who knows what they’re d...

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How Hoteliers Can Effectively Respond to Negative Reviews

Best and Worst Practices

I've seen hundreds of negative public reviews for businesses on sites like Google met with complete silence or the same copied-and-pasted answer managers use for every review. While a well-crafted response is necessary, a straight copy and paste has always left me feeling like those business owners don't care about their customers' complaints. Guests always want to feel heard, and those responses don't elicit that feeling. With reflective and earnest responses, you can demonstrate that your busi...

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5 Ways Protecting Your Hotel Guests’ Data Improves Revenue

Communication and Messaging

Don’t put these security measures at the bottom of your to-do list. Guests put an enormous amount of trust into hotels, providing much of their personal information as well as their credit card information. Any breach of this trust can lead to severe consequences for guests, including identity theft. Hotels have the potential to be huge targets for cybercriminals since they know these businesses have such a plethora of important data. According to research from MAGNA, a marketplace research grou...

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4 Questions to Ask When Assessing Your Brand’s Digital Customer Experience

Competitive Intelligence

If your company’s digital customer support channels aren’t keeping pace with customer expectations, customers may move on to your competitors. When was the last time your company evaluated or implemented new technologies to help with customer support? If it’s been a while, it’s time to reassess to stay competitive. “With the increasing rate of innovation in tech and business, it can be difficult for a digital transformation strategy to stay relevant beyond a few years,” says technology adoption ...

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