Zappix

AUGUST 3, 2022

One of the largest travel & hospitality companies in the US has chosen Zappix, the leading Visual Self-Service Solution provider, to solve a significant need for automated customer service and improved visitor experience for.

Self service 40

Self service Customer Service 40

TELUS International

FEBRUARY 5, 2019

Learn why more and more travel and hospitality brands are seeing the value in Instagram as a sales and customer service tool.

Sales 69

Sales Customer Service 69

TELUS International

FEBRUARY 5, 2019

Learn why more and more travel and hospitality brands are seeing the value in Instagram as a sales and customer service tool.

Sales 69

Sales Customer Service 69

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. By David Harrington.

Airlines 74

Airlines Scripts Call Center Transportation 74

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. Technology has allowed customers to take control of their experience.

Sales 291

Sales Marketing Customer Service Technology 291

CCNG

AUGUST 10, 2022

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents. These agents don't just handle calls.they're out there as travelers as well.

CCNG 195

CCNG Contact Center Customer Care Surveys 195

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. As a result, people are willing to travel a little further to go to your business or spend a little bit more money.” We can all learn from their methods. You’re competing against every business in the world.

Employee engagement 184

Employee engagement Education Management Customer Service 184

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. As a result, people are willing to travel a little further to go to your business or spend a little bit more money.” We can all learn from their methods. You’re competing against every business in the world.

Employee engagement 167

Employee engagement Education Management Customer Service 167

CX Accelerator

NOVEMBER 26, 2021

In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. One thing is clear from the responses.we

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CX Accelerator

NOVEMBER 26, 2021

In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. One thing is clear from the responses.we

Healthcare 182

Healthcare Coaching Surveys Marketing 182

Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc.

Airlines 499

Airlines Healthcare Government Self service 499

ShepHyken

OCTOBER 11, 2021

Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. This appeal is a result of the perceived value proposition of your brand and the travel consumer’s emotional attachment to your brand. Here are my top five picks from last week. by Max Starkov.

Customer Service 179

Customer Service First call resolution Self service Customer Experience 179

Avoxi

DECEMBER 16, 2021

The Role of IVR in Travel & Hospitality Modern day travel and hospitality businesses require a reliable IVR system to succeed. Intuitive IVR software is critical to your bottom line and delivering a… The post The Role of IVR in Travel & Hospitality appeared first on AVOXI.

Interactive Voice Response 118

Interactive Voice Response Call flow Metrics Customer Experience 118

Avoxi

MARCH 16, 2022

Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders Keeping customers happy requires excellent customer service throughout their entire travel journey. See… The post Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders appeared first on AVOXI.

Call Center 117

Call Center Customer Service Contact Center 117

Bill Quiseng

JANUARY 26, 2023

In hospitality, your people are NOT your most important assets. Ultimately, success in hospitality is all about interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. There are a lot of people wanting to enter the hospitality business. The right people are.” Today, we have cell phones.

Banking 88

Banking Education Personalization Management 88

Steve DiGioia

MAY 23, 2022

Many travelers love to find those “non-touristy” attractions and will appreciate your efforts. Sponsor the local school sports teams with clothing or equipment or donate to the area hospital, senior center, or church. Well, if you’re the Ritz Carlton or McDonald’s , you can. I say yes, and you can even surpass them.

Personalization 361

Personalization Marketing Customer Service 361

ShepHyken

OCTOBER 11, 2019

Having written prior books about experience strategies at retail brands like Starbucks, I was eager to examine how leaders at the Ritz-Carlton (an iconic hospitality brand) were reconceptualizing their service delivery to meet changing lifestyles and expectations of luxury travelers.

Technology 238

Technology Customer Experience Personalization Engineering 238

Outsource Consultants

DECEMBER 13, 2023

The Caribbean is often synonymous with pristine beaches, mouthwatering cuisine, and warm hospitality. While flight options may vary across Caribbean countries, travel times are significantly shorter than those for offshore destinations. Here are a few of the region’s biggest draws for US companies.

outsourcing 67

outsourcing Bilingual agents Business Process Outsourcing Government 67

Working Solutions

JANUARY 17, 2022

A travel agency’s business growth and customer satisfaction depend on quality customer service. As the travel & hospitality industries grow, your company requires more support than ever before. 11 Reasons a Travel Company Should Outsource […].

outsourcing 95

outsourcing Customer Care Customer Service Customer Experience 95

Avoxi

FEBRUARY 6, 2023

How to Improve Traveler Satisfaction Using Cloud Computing Solutions Customer service is the key metric that underpins the overarching success of travel and hospitality brands. In fact, 60% of customers claim that great customer service is critical to their travel purchase decisions.

Contact center software 62

Contact center software Contact Center Metrics Customer Service 62

ShepHyken

MAY 28, 2023

5 Ways to Fuel a Winning Customer Experience in Travel by Allianz Partners (PhocusWire) The best way to stand out is to get personal – often starting before the customer even books. Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week.

Customer Service 161

Customer Service Customer centricity B2C Government 161

Beyond Philosophy

OCTOBER 25, 2019

I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. ” They saw consumers were looking for ways to travel differently and find better deals. I wondered what the secret was to their success. However, it isn’t doomed, and quite the contrary.

Consulting 261

Consulting Consulting Technology Personalization 261

Zappix

OCTOBER 27, 2022

Zappix, a leading Visual and Digital Self-Service provider, has announced the launch of its services for new customers in diverse verticals. The company is.

Self service 40

Self service 40

JivoChat

APRIL 10, 2023

For example, you can travel all over the world, take your work with you, and have the peace of mind that you are protected by insurance. Digital Nomad Insurance Plan If you are a self-employed digital nomad, hiring health insurance that suits your needs may be challenging since your lifestyle is based on traveling around the world.

Real estate 75

Real estate Consulting Consulting Accountability 75

The Petrova Experience

NOVEMBER 22, 2022

The Wall Street Journal predicts this Thanksgiving will be among the busiest travel days in decades, with 55 million travelers anticipated to be moving through US airports and other transportation hubs and highways. They are grasping for tips to survive travel stress. Why is Thanksgiving Travel So Popular?

Transportation 52

Transportation Customer centricity Airlines Engineering 52

The Petrova Experience

AUGUST 24, 2023

Travel experience experts need to remember why people travel. Before you make the decision to travel, and long before you arrive, you have a desire to go to a particular place. Expectations Prior to Travel Effectively, a travel destination is a brand. That sense of joy builds as you pack and prepare for travel.

Transportation 52

Transportation Technology Marketing Personalization 52

ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. This week we feature an article from Liliana Petrova , founder of The Petrova Experience. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey.

Customer Experience 346

Customer Experience Airlines Customer centricity Surveys 346

Avoxi

JUNE 10, 2021

Buy Online Get a Free Demo Travel and Hospitality Industry KPIs The Top Travel & Hospitality Industry KPIs KPIs or Key Performance Indicators are values that can help airlines, hotels, and resorts measure their progress and stay on track with their revenue.

Airlines 71

Airlines Contact Center 71

Beyond Philosophy

NOVEMBER 2, 2016

Yet, according to the New York Times , this is the way things are headed in the hospitality industry. Tisch Center for Hospitality and Tourism at New York University. Someone traveling on the company dime may not care about a resort fee, but a person who was already over budget is going to feel cheated.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

The Petrova Experience

NOVEMBER 22, 2023

Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting a new type of traveler on the horizon. Enter the Wholehearted Traveler. And what that means for the travel industry and experience designers.

Transportation 52

Transportation Airlines Marketing Technology 52

ShepHyken

JUNE 6, 2022

Travelers Today) Customer service should be an integral part of any brand’s strategy. My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” That’s why this article in Travelers Today caught my eye. I love his articles.

Customer Service 167

Customer Service Best practices Customer Experience Sales 167

TELUS International

MARCH 27, 2019

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Customer Service 71

Customer Service Best practices 71

Netomi

FEBRUARY 21, 2024

These AI-powered tools are revolutionizing how hotels and travel agencies interact with their guests, offering convenience, speed, and personalized service. Technological advancements and a shift towards digital solutions shape today’s hospitality landscape. In the hospitality context, these chatbots serve various functions.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Quiq

FEBRUARY 3, 2023

Doing more with less is nothing new for the travel industry. It’s been tough out there for the last few years—and while the future is bright, travel and tourism businesses are still facing a labor shortage that’s causing customer satisfaction to plummet. Travel is back, but labor is not. In 2021, travel added 18.2

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

Myra Golden Media

DECEMBER 5, 2018

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere. When my dad and I met Kodjovi, well-traveled and fluent in English, French, and nine dialects, we talked about travel for some time. Here’s what they taught me.

Personalization 209

Personalization Customer Experience Healthcare 209

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape. Download Now. The post Preparing for the Journey Ahead appeared first on Uniphore.

Self service 52

Self service Enterprise Personalization Customer Service 52

The Petrova Experience

JUNE 29, 2023

Transportation Secretary Pete Buttigieg announced a change that will impact air travel starting July 1. Transportation Secretary Pete Buttigieg announced a change that will impact air travel starting July 1. A seasoned executive traveler spots operations breakdowns and customer service missteps. And there are many complexities!

Airlines 52

Airlines Transportation Government Best practices 52