How Hospitality and Entertainment Brands Can Future-Proof the Guest Experience

inmoment

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. One of the biggest challenges that I’ve seen businesses face today is creating experiences that are both consistent and memorable.

The Benefits of Creating an Entertaining Customer Experience with Gamification

PlayVox

If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement.

Gen Z Rely on the Internet Primarily for Social Media and Entertainment

CSM Magazine

Unlike their predecessors, who use the internet mainly to source information, the research found that 86 percent of Gen Z rely on the internet primarily for social media and entertainment, demonstrating a marked shift from “inform me” to “entertain me.”

Fervent Fans Give Customer Feedback to Verint for Turnkey Intelligence

Verint

Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. After doing its homework, the company chose Verint Enterprise Feedback Management as the critical foundation to solicit and capture feedback from more than one million sports and entertainment fans annually.

How to Create a Modern Stadium Fan Experience with a Digital Identity

Avaya

Sports fans are focused and engaged, with instant mobile access to info and entertainment. Customer Engagement Avaya Avaya Sports and Entertainment fan engagement Fan Experience

Technology for 21st-Century, Experience-Driven Sports Fan Engagement

Avaya

Customer Engagement Avaya Avaya Sports and Entertainment fan engagementSensors in their jerseys, shoes, and helmets. Sensors in the turf, the goal box, race car, and golf club.

Facebook Audience Optimization Capabilities: What Does it Me To You?

Natalie Petouhof

Most interests are sorted into broad categories like Lifestyle and Culture, People, or News and Entertainment. Crossing the Chasm Digital Disruption Dr. Natalie's Blog Facebook @constellationrg @drnatalie 839 million interested in love broad categories like Lifestyle and Culture Categories Constellation Research Donald Trump Facebook Ads tags Facebook Audience Optimization Capabilities natalie petouhoff or News and Entertainment people Preferred Audiences The Verge

VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video)

ForeSee

Lisa Oswald is a customer experience (CX) advocate and Senior Vice President of Customer Service for Travelzoo, a trusted online publisher of travel and entertainment deals that places a premium.

The De-Evolution of a Business

ShepHyken

This pattern mirrors one found in the entertainment business—the four stages of an actor. Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business.

Insights vs Facts

Cliizii

In entertainment brands it can be seen as more contemporary, tied with the actual outcomes you get from the research process. Insights vs. Facts – the key to winning is knowing the difference!In In popular usage Insights is often a substitute term for Market Research.We all do it!

7 Business Podcasts You Need To Start Listening To

Abby Connect Virtual Receptionists

Podcasts have become an excellent way to entertain yourself while commuting, traveling, or working out. We looked at a crop of podcasts that cover a range of business topics from law to real estate to accounting to making a profit. Here are our favorite business podcasts, in no particular order. Leadership & Management Customer Service Small Business & Entrepreneurs

The 5 Senses of Fan Research

Cliizii

What’s MISSING from market research(Fan Research) for entertainment brands? What are the roadblocks to being more engaging, and actionable? And what to do about those falling response rates, and the same old surveys? I call it the 5 SENSES OF FAN RESEARCH. Purpose 2. Community 3. Fun 4.

The 5 Senses of Fan Research

Cliizii

What’s MISSING from market research for entertainment brands?What What are the roadblocks to being more engaging, and actionable?And And what to do about those falling response rates, and the same old surveys?I I call it the 5 SENSES OF FAN RESEARCH.1. Purpose2. Community3. Value5.

Day 4 World Cup Fever Marketing Tips

Cliizii

We inform, entertain […]. Day four we’re talking about going beyond the stats. Tapping into those deep, emotional insights, at the heart of your fan relationships. Because marketing has moved on from shouting one-way messages.

The Magic of Service Mystery

Chip Bell

It is an antique giant home that has been turned into entertainment for magicians and their guests. Then, you are entertained in one of three different theaters, including the intimate Close-up Gallery that seats about 20 people, a larger Parlour of Prestidigitation, and the largest stage in the Palace of Mystery. “You’ll nefver guess who will be the main attraction at our 6pm wine and cheese reception in the lobby.

Are Your Customer Communication Touchpoints This Stupid?

Topdown

It proved to be an entertaining and worthwhile read, reminding those of us in customer experience (CX) and customer communications management (CCM) to think very hard about the reasons and ways we touch customers before we start touching them inappropriately (i.e.,

Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences.

Amazing Business Radio: Martin Powton

ShepHyken

You can use creativity to add things to the surveys, such as gifs to make them more entertaining and enjoyable, which in turn will help boost your completion rates. About: Martin Powton is the Marketing Manager at Wizu , a company that creates engaging, entertaining and conversational surveys.

Why Customers Make Strange Decisions

Beyond Philosophy

In both situations, you are going to spend more money than you thought you were going to for entertainment. You still have the $20 for entertainment in the mental budget. Imagine that you bought a ticket to see a play for $20.

Creating trust with collaborative driving

Nuance

The technology promises to make our lives far easier, taking the stress out of traveling, make commuting time more productive and entertaining, while at the same time making our roads safer. The autonomous vehicle revolution is gaining momentum.

This Business Book Was So Good That I Took 41 Pages of Notes

Myra Golden Media

I listened to the audiobook, and Michael Kramer delivered a superb performance – credible and entertaining. Every week I silo for three uninterrupted hours to invest in myself.

Amazing Business Radio: Keith Alper

ShepHyken

Keith has over 30 years of expertise in marketing, communications, event production, entertainment, and strategic leadership. From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love.

How to Manage Company Politics

Beyond Philosophy

There was a phrase that used to entertain me along these lines that said, “When somebody pats you on the back, they are looking for the place to stick the knife.” When I worked in the corporate world, people often asked me what I did all day.

5 Top Customer Service Articles for the Week of April 8, 2019

ShepHyken

My Comment: My friend Steve Curtin, fellow customer service expert, shares an entertaining story about a problematic experience at a hotel restaurant. Each week I read a number of customer service and customer experience articles from various resources.

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

We want entertaining videos that make a point quickly; and we want systems that let us find and consume content with the click of a button."

Amazing Business Radio: Josh Liebman

ShepHyken

Everyone is competing for the entertainment dollar, and the way that you get that dollar is through the experience.” – Josh Liebman. . Josh Liebman Encourages Running Toward Complaints, Not Away From Them.

Posh Pools and Easy A’s: Students as Customers in Higher Education

Beyond Philosophy

Instead, many institutions these days seem to be selling a pleasant and entertaining four-year vacation. What will become of higher education if the current trend continues – a race toward offering the most luxurious, entertaining and comfortable path to a degree – is unclear.

CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm

TechSee

Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. This session addresses the voice-first experience including adoption and crossover strategies in smart home and connected entertainment.

Retail’s Worst Nightmare – Virtual Reality!

Beyond Philosophy

Toms shoes, for example, hopes to entertain its customers with an in-store virtual reality video that immerses them in a company trip to Peru to distribute shoes to children. Toms is hoping to entertain and inspire – both positive emotions that drive brand loyalty.

Awesome Quotes from Call Center Week

Call Center Coach

He is also a legend in movies, entertainment, sports, and business. And he’s the Chairman and CEO of the multimedia Mandalay Entertainment Group. I just love quotes.

Skate Where the Puck is Going to be: Adapt with Changes to Thrive

NICE inContact

Growing up my family made a weekly visit to the video store typically Fridays after school so we could pick up some entertainment for the weekend. As technology evolved so too did the location we visited to find our video entertainment.

An Uplifting Story: The “Luggage Boy” and his Zipper Dance

Up Your Service

Xian’s entertaining and innovative antics were captured on video and went viral on social media. The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization.

TLC Associates Adds Jobs in New Mexico & Grows Fortune 100 Partnership

TLC Associates

TLC leverages exceptional people and best-in-class technology to enable Fortune 500 clients in the financial services, insurance, media, technology, telecom, entertainment, utilities, and travel industries achieve optimal performance, unparalleled ROI, and overall business growth. TLC Associates to hire 100 additional agents at two New Mexico call centers to support a major telecommunications brand.

Interview with Shep Hyken about The Convenience Revolution

Toister Performance Solutions

Shep's always an entertaining interview, and he shared lots of great examples and ideas. NYT bestselling author and customer service expert Shep Hyken has a new book coming out October 2, just in time for Customer Service Week. It's called The Convenience Revolution.

Amazing Business Radio: Keith Alper

ShepHyken

Keith has over 30 years of expertise in marketing, communications, event production, entertainment, and strategic leadership. From Like to Love. Inspiring Emotional Commitment from Employees and Customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love.

How Positive Emotions Keep Customers Coming Back

NICE inContact

It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. How to entertain and engage customers: Be genuine — use first names and real communicative language, not corporate-speak Be personalized — use CRM data to create connections Be unattached to a script — give call center agents the freedom to interact.

8 Worst Mistakes You Don’t Want to repeat!

Beyond Philosophy

According to the YouTube Video , the family found the tech asleep on the couch in their entertainment room, using their son’s pillow for his head. And then the stories go viral or become the subject of well-produced and highly entertaining country song on YouTube.

Psssssst! The Buzz Around Interactions 2019 has Already Begun

NICE inContact

Brad Matzinger, SeaWorld Parks and Entertainment. How will we top Interactions 2018? By leading the charge in industry trends. Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them.

How Computer Vision Applications are Changing the World

TechSee

As consumers progressively embrace smart home devices to suit their lifestyle, entertainment, safety and security preferences, there has been a paradigm shift in the traditional customer assistance model.

Amazing Business Radio: Bryan Eisenberg

ShepHyken

Featured Interview: Shep begins the interview by asking Bryan Eisenberg about the four secret ingredients to making a great presentation, which are: Provide entertainment – tell a story. Bryan Eisenberg Tells Us The Secrets of Amazon’s Success. How can your business be more like Amazon?