With corporate travel spending expected to grow 6% by end of year (its highest annual growth rate since 2011), hoteliers should be specifically working to improve this guest experience. But their approach must adapt to meet the needs of a quickly changing market; one in which professional travel bloggers and social
Forty-five percent of guests recently surveyed by Medallia believe hotels do not exceed customer expectations. But wait…hasn’t the industry evolved with advanced technologies and new methodologies for meeting shifting preferences? Guests can now autonomously check-in to properties. In-room amenities can be automatically adjusted to exact likings. In today’s smart, digital world,
A new year is upon us, and with it the expectation to further improve customer experience (CX). A new study from Salesforce shows that 67% of customers’ standard for “good experiences” is now higher than ever, as is their impatience for companies that fail to deliver. In 2019, it’s estimated that
Customer experience (CX) is now more important than product and price for over 60% of consumers. Delivering superior experiences in line with evolving expectations and preferences, however, remains a challenge. This is especially true considering the rising population of millennials, which represents both the greatest threat and opportunity for brands today.
In the classic film “Groundhog Day,” TV weatherman Phil (played by Bill Murray) relives the same day over and over again in the small town of Punxsutawney, P.A. He initially spends his time either distracted, frustrated or amused by the sudden monotony of life. It’s only until he begins thinking outside
I’ve said it before and I’ll say it again: guests’ needs haven’t changed, expectations have. That means a lot in today’s digitally-driven world where demand for agility, quality and speed are at an all-time high. It also can mean many different things considering today’s wide generational spectrum. In the past, I’ve
For 34 years, National Customer Service Week (the first full week of October) has been a way for businesses to recognize exemplary employee work and the positive impact it has on customer engagement, satisfaction and loyalty. A quick Google search will show dozens of suggested ways to celebrate: meaningful talks on
For 34 years, National Customer Service Week (the first full week of October) has been a way for businesses to recognize exemplary employee work and the positive impact it has on customer engagement, satisfaction and loyalty. A quick Google search will show dozens of suggested ways to celebrate: meaningful talks on
Forty-five percent of guests recently surveyed by Medallia believe hotels do not exceed customer expectations. But wait…hasn’t the industry evolved with advanced technologies and new methodologies for meeting shifting preferences? Guests can now autonomously check-in to properties. In-room amenities can be automatically adjusted to exact likings. In today’s smart, digital world,
I don’t travel often for industry events—with a new promotion and family obligations, I prefer virtual or local conferences—but Medallia’s annual “Experience” event is just too good to miss. After the incredible takeaways from last year’s event (recap here), I was eager to return. This year’s conference, which took place May
