The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4, 2024
The Art of a Great Arrival for Luxury Hotels
Adam and Larry Mogelonsky | May 22, 2024
Guest Experience
The Experiential Travel Boom: The Big Summer Travel Trends for 2024
Ivana Johnston | May 23, 2024
By Ivana Johnston Even with the economy's ups and downs, travelers are spending more on experiences. They're going for bucket-list adventures that showcase their unique passions. This booming industry is expected to reach $1.6 trillion by the end of 2024! Airbnb is also stepping up its experience game with the announcement of its Summer 2024 Icons Program. This new initiative promises a collection of extraordinary experiences hosted by the biggest names in music, film, TV, art, sports, and much more. What's fueling this surge? It's the irresistible allure of adventure and novelty. According to a recent survey by GetYourGuide, 90% of tra...
The Synergy Between Digitalization and Personalized Travel
Reeves Mathews | May 22, 2024
By Reeves Mathews Personalisation remains one of the strongest strategies within travel and tourism, especially as international tourism reaches pre-pandemic levels. Per the first UNWTO World Tourism Barometer of 2024, international tourism ended 2023 at 88% of pre-pandemic levels and is expecting a full recovery by the end of the year. With this growth, many businesses understand the importance of personalisation, especially as tourists from around the world travel with heightened and diversified expectations. Many senior leaders see offering customers an excellent personal experience as key to market success. How is d...
The Art of a Great Arrival for Luxury Hotels
Adam and Larry Mogelonsky | May 22, 2024
By Adam Mogelonsky, Larry Mogelonsky In the realm of luxury hotels, guests have a highly discerning eye. And as they say, first impressions are everything. Combining these two, it’s no surprise that resorts and other envious properties around the globe spent an inordinate amount of time and money on crafting a great arrival experience. Having the honor of working with some of these over the years, we can say that there are lessons for all that are replicable at the non-luxury level. To start, you must understand the luxury mindset – something we articulate in our ‘Mille Club’ designation and playbook for clients with ‘mille’...
Show Me Some Respect – One of the Pillars of Customer Service
Shep Hyken | May 16, 2024
By Shep Hyken Some of you will not recognize the name Rodney Dangerfield, who was one of the funniest comedians of his time, if not all time. He passed away in 2004. (For those who aren’t familiar with Dangerfield, go to YouTube and search for his name, but only if you want to smile and laugh. And just a warning, some of his comedy club material is R-rated.) Dangerfield had a signature line: I don’t get no respect. For example, “I don’t get no respect … … When I was a kid, I played hide-and-seek. They wouldn’t even look for me. … When I was a kid, my parents moved a lot, but I always found them. ...
Sojern Expands Its Guest Experience Solutions to Europe
Sojern | May 14, 2024
SAN FRANCISCO – 14 May 2024 – Sojern, the leading digital marketing platform built for travel, today announces its suite of Guest Experience Solutions are now available in Europe. The launch will kick off in Spain, Italy, the United Kingdom and Ireland, with France and Portugal to follow. In 2023, Sojern acquired VenueLytics, hospitality’s most integrated guest experience platform, and incorporated VenueLytics’ capabilities as an extension of the Sojern Travel Marketing Platform, known as Guest Experience Solutions (GES). In North America, Asian American Hotel Owners Association (AAHOA) spoke highly of the increased guest satisfact...
The Tension Between Leadership and Customer Service
Shep Hyken | May 9, 2024
By Shep Hyken My friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the salesforce. Hawkins reports the president of a Fortune 500 company told him, “Tension between the salesforce and leadership is normal. One is always bargaining with the other for more. The sales team wants more time and budget, and the leadership wants more sales.” That made me think of the tension that is sometimes created between leadership and the customer service team. In the end, it’s mostly because of unrealistic expectations. It reminds me of an episode of Amazing Business Radio when I...
Creating Memorable Guest Experiences: Personalization With Storytelling
Dr. Suzanne Godfrey | May 9, 2024
By Dr. Suzanne Godfrey In the world of hospitality, experiences play a crucial role in creating lasting memories for guests. While everyone may talk about the ideal guest experience, it's essential to recognize that not all experiences are created equal. What truly sets a guest experience apart and makes it unforgettable? Personalization is obviously key. Tailoring each interaction to the individual guest's preferences and needs can elevate a stay from ordinary to extraordinary and as a result, be highly memorable. But there is more than just understanding preferences and meeting needs... This article helps hoteliers to understand h...
The Next Achievement in Hotels: Quiet Luxury
Mandy Murry | May 7, 2024
By Mandy Murry “IFYKYK” is the unspoken acronym for quiet luxury. It has sprawled beyond HBO’s ‘Succession’ fashion and is now very much the center of travel. Where can one go to stay and experience the ultimate hospitality and great R&R without being looked up and down by others prying to see if their Louis Vuitton is this season? The idea of quiet luxury in hotel accommodations is not the Dubai’ish in your face pizazz, it is the opposite- a respite of sorts that brims with hospitality, modern conveniences, and promises an experience worth talking about. Not loud or in your face, it is understated and not labeled. Th...
Make the Complicated Simple
Shep Hyken | May 2, 2024
By Shep Hyken Earlier this year, I wrote an article about the hard work it takes to make something look easy. I quoted several people from sports, entertainment and business. The gist of the article was that we work hard to make doing business with us easy. Consider the quote I used from Steve Jobs of Apple, who said, “It takes a lot of hard work to make something look simple.” Notice that Jobs’ quote uses the word simple. Sometimes, people confuse simple with easy, and it’s important to recognize the difference between the two words. So, let’s take this concept to the next level. It’s not only about making some...
The Future of Hospitality: P3’s Insights on Online Check-In Conversion Rates
P3 Hotel Software | May 1, 2024
In the dynamic world of hospitality, where every moment counts and guest expectations evolve rapidly, staying ahead is not just a necessity but a strategic imperative. Enter P3 Hotel Software, a pioneer in revolutionizing the guest journey through innovative technology solutions. At the forefront of this revolution is P3's Online Check-in product, a game-changer in streamlining operations and enhancing the guest experience. This Online Check-in solution was launched 4 years ago, prior to the COVID-19 pandemic, and has gone from strength to strength as the hospitality industry recovered and emerged from testing global circumstances. Convers...
InnSpire to Provide Powerful Guest Room Entertainment Platform for Members of Prestigious New York Private Members Club
InnSpire | April 30, 2024
Historic private members club in New York City embraces InnSpire’s innovative InnSmart and InnCast TV solutions to enhance the member experience Stockholm & Washington, D.C. – April 30, 2024 – InnSpire, the leading provider of innovative hospitality technology solutions that help drive seamless, world-class guest experiences for some of the world’s most iconic hotels and brands, has announced that its advanced IPTV, InnSmart and InnCast guestroom entertainment solutions have been successfully deployed at one of the world’s most exclusive private members clubs located in New York City. The InnSpire solutions were implemented i...
Customer Experience Is Like Maintenance on Your Car
Shep Hyken | April 25, 2024
By Shep Hyken I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car. Regardless, it made me think that what looks good on the outside may not be so good on the inside. Unfortunately, there are businesses that fall into the same category as m...
More Preparation, Communication and Control: Hyatt Reveals Survey Findings on the Hotel Stay Needs of Neurodivergent Travelers
HYATT | April 25, 2024
Hyatt collaborates with KultureCity for a survey of more than 1,000 neurodivergent individuals and caregivers to drive research-supported action CHICAGO (April 25, 2024) – One in every four individuals in the U.S. has a sensory need or an invisible disability according to KultureCity, including those with autism spectrum disorder, dyslexia and attention-deficit disorder. With more than 90% of neurodivergent individuals and caregivers of neurodivergent individuals in the U.S. planning to travel at least one night this year, a new survey* led by Hyatt finds hotels can make their travel journeys, from pre-arrival to check-out, more seam...
Onsite Culinary Experiences and Guest Transformation
Adam Mogelonsky, Larry Mogelonsky | April 24, 2024
For the purposes of the hospitality industry, transformative experiences refer to activities or encounters that not only provide immediate enjoyment but also leave individuals in a better state than they were before. This could include educational sessions, immersive interactions or engaging activities that promote personal growth or wellbeing. One area where this transformation is prominently being incorporated into hotel programming is through culinary experiences. Properties like the Four Seasons Resort Bali at Sayan offer cooking classes where guests can learn about traditional Balinese cuisine, while the Ritz-Carlton, Kyoto hosts tea ...
Customer Satisfaction Climbs Again as Travel Industry Rebounds to Pre-Pandemic Levels, ACSI® Data Show
the ACSI | April 23, 2024
ANN ARBOR, Mich., (April 23, 2024) — If last year’s industrywide customer satisfaction improvement pointed to the travel industry returning to normal, then this year’s marks confirm it: Travel is back! Satisfaction across airlines, lodging, car rentals, and online travel agencies climbs again, returning to prepandemic levels, according to the American Customer Satisfaction Index (ACSI®) Travel Study 2023-2024. The airline industry stands out, hitting an all-time customer satisfaction high of 77 after a second straight 1% year-over year improvement. “Airline customer satisfaction has climbed to new heights, reaching scores not...
Elevating the Ordinary: How Pride Transforms Your Work
Shep Hyken | April 18, 2024
By Shep Hyken I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.” And with a big smile, she added, “It’s job security!” What a great attitude! Laura mentioned she had been working at the airport for seven years and was just a few years from retiring. She was friendly and funny, and her positive attitude abou...
Why Time Is the New Currency
Audrey Hall | April 12, 2024
By Audrey Hall “Time is money” is an often-repeated phrase attributed to Benjamin Franklin. When the aphorism was written, Franklin was pointing out that time spent not working was time not making money. Fast forward to today’s society and the value, or currency, no longer comes from the time spent working to achieve results, but on the time saved. When interacting with customers, the focus is no longer on spending more time working, but on being more efficient with time. In the context of the hospitality industry, by giving time back to guests, hotels not only extend value but increase loyalty with their customer base. The ...
This Customer Could Ruin Your Business
Shep Hyken | April 11, 2024
By Shep Hyken What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand. Then, I shared the findings from a study by Vanderbilt University professors Anthony J. Zohorik and Roland T. Rust. They found that up to 40% of satisfied customers don’t come back – even though they a...
Hotel X Supercharges Marketing With Automation and Dynamic Content
Hapi | April 11, 2024
The 404-room resort in Toronto implemented Salesforce Sales and Marketing Cloud for rich guest profiles and personalized guest journeys, but needed Hapi’s experienced hospitality team to access the necessary data. Located on Lake Ontario just five minutes from bustling Union Station in downtown Toronto, it’s hard to imagine there’s room for a full-service luxury resort. But stroll the 6-acre grounds of Hotel X, which opened in March 2018 as part of the Library Hotel Collection, and you’ll find multiple restaurants, a 90,000-square-foot fitness facility, a spa, a kids play center, cinema screening room, tennis, squash and pickleball...
The Future of Luxury Experiences: Where Luxury Meets Hospitality
Dr. Matthias Fuchs | April 9, 2024
By Dr. Matthias Fuchs The luxury industry is undergoing a change. As a result, its products are reaching more and more people. In order to avoid losing exclusivity and uniqueness, many brands are now relying on ‘experiences’. These are enabling them to strengthen their relationships with their customers, offering them a unique experience without sacrificing status or reputation. The luxury industry is undergoing a phase of transformation. While in the past few used to buy luxury items, many more people are now spending their money on high-end brands. Evidence of this can be seen, for example, with the French fashion house Hermès. ...
“No” Is an Easy Answer
Shep Hyken | April 4, 2024
By Shep Hyken If a customer asks you to do something you haven’t done before, “No” is an easy answer. Why? Because… We don’t do that. We’ve never done that. We don’t carry that product. That’s not our policy. And more reasons – or excuses – like these. Recently, I was the keynote speaker at a conference, and the CEO, who spoke just before me, teed up my presentation perfectly when he talked about going the extra mile. His approach to this concept was realistic. He said, “No one will be able to go the extra mile every time.” He emphasized that unless the customer has some kind of emerg...
Why Prioritize Attribute-Based Shopping in 2024
Adam and Larry Mogelonsky | April 3, 2024
By Adam Mogelonsky, Larry Mogelonsky Exploring the significance of attribute-based selling (ABS) for 2024 requires a nuanced understanding, particularly in light of pivotal events shaping the hospitality landscape. Consider the landmark moment in early December 2020: the much-anticipated Airbnb IPO, which saw the home-sharing platform soar to a staggering $100+ billion market capitalization on its opening day. This valuation surpasses that of industry giants like Booking Holdings and major hotel brands combined, underscoring Airbnb's dominance and offering key insights into evolving traveler behaviors. While some may dismiss Airbnb's st...
Successfully Fielding Legitimate Guest Complaints AND How to Stop the “Full Refund Scammers”
Doug Kennedy | April 3, 2024
Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, April 19, from Noon – 12:45pm EST. REGISTER HERE “While the vast majority of guests who complain simply want to be heard and have their issues resolved, a small but vocal minority intentionally seek out issues they can use to argue for compensation, discounts, or even a full refund,” said KTN President Doug Kennedy. “Unfortunately, untrained staff and first-level supervisors cave all too easily, and worse yet, grow cyn...
Customer Experience Management: Business vs. Customer Expectations
| April 1, 2024
If you operate in the hotel or hospitality industry, you’ll know that the customer’s experience is EVERYTHING. From a customer’s first online search and the booking experience to every customer touchpoint and interaction during their time with you, it’s the customer experience management that drives repeat visits and those glowing online reviews. But it’s not just the hospitality industry where customer experience is king. These days, excellent customer experiences and a high quality of service are expected across all sectors. Businesses that fail to meet these expectations risk losing customers, damaging their reputations, and s...
