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Category Archive for: Guest Experience

Key Statistics on Millennial Travel Trends and Expectations for 2019

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. The distinctly different value…

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Simple Ways to Exceed Customer Expectations in 2019

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 57% will stop buying…

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Are Hotels Tackling What Guests Really Want for Superior CX?

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, guests seemingly have everything…

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The New Face of Business Travel: How Hotels Can Keep Up

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 media influencers now earn…

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Hospitality Insights from Medallia’s Experience ’18 Conference

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 15-16 in Long Beach,…

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4 Lessons Hotels Can Learn from Brands that Are Absolutely Crushing CX

Businesses that succeed for the next 15, 20 or 50 years will be customer-centric and experience-driven, but how many truly understand what this means? Over 80% of companies recognize customer experience as a differentiator capable of accelerating revenue and reducing costs, yet only one-third rate their own customer experience at a level of eight out…

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The Front Desk Isn’t Dead, Just Different

Ah, the front desk. It’s every stock image we see when searching for “hotel” photos, complete with perfectly positioned bells and mannequin-like associates. But is the front desk still relevant? Absolutely. It just doesn’t look like this anymore. Through the years, I’ve heard countless industry experts question the validity of the front desk. I’ve heard…

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