Articles tagged “customer service”

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Executive Q&A: Hospitality Leaders Need to Offer Their Frontline Employees More Than a Paycheck

Executive Q&A: Hospitality Leaders Need to Offer Their Frontline Employees More Than a Paycheck

FPG + Skift

A property’s frontline staff is typically the heart of any hotel operation. Investing in these employees, both professionally and personally, can lead to major enhancements in company culture and revenue.

2 weeks ago

Traveler Sentiment Tracking Gets Spotlight With Medallia’s Intent to Go Public

Traveler Sentiment Tracking Gets Spotlight With Medallia’s Intent to Go Public

Sean O'Neill, Skift

Customer-experience software companies Medallia, which is planning to go public this year, and Qualtrics, which SAP has just acquired for $8 billion, are receiving cash injections that should rev up their services. That's significant news for travel businesses that depend heavily on positive customer sentiment but increasingly face customer survey fatigue.

4 months ago

All Nippon Airways Boost to Philippines Tourism and 7 Other Aviation Trends This Week

All Nippon Airways Boost to Philippines Tourism and 7 Other Aviation Trends This Week

Isaac Carey, Skift

This week in aviation, an All Nippon Airways deal could help the Philippine tourism industry, airlines target millennials with premium economy seats, and American Airlines struggles to deal with tumbling customer satisfaction.

5 months ago

The Poetry of Hospitality Revolves Around Anticipation and Empathy

The Poetry of Hospitality Revolves Around Anticipation and Empathy

Colin Nagy, Skift

While we sometimes focus our adulation in other spheres such as startups and their founders, hoteliers need to be recognized for the hidden creativity that goes into doing their jobs well.

1 year ago

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Redefining the Guest Experience with Better Hotel Technology

Redefining the Guest Experience with Better Hotel Technology

Cenium + Skift

Hotels are looking at the guest experience and the offerings available in more sophisticated ways than ever before. However, the current technologies that these services are based upon limit the hotel’s ability to provide the guest with a seamless journey.

2 years ago

Mall Operator Westfield Emulates Luxury Hotels for New Service Style

Mall Operator Westfield Emulates Luxury Hotels for New Service Style

Samantha Shankman, Skift

It is difficult to distill years of nuanced luxury training down into a single program, but Westfield's eagerness to look to luxury hospitality is a sign that it is headed in the right direction.

2 years ago

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From Baby Boomers to Millennials: Why Travel Companies Need to Tailor Their Customer Support

From Baby Boomers to Millennials: Why Travel Companies Need to Tailor Their Customer Support

[24]7 + Skift

Travel providers should pay attention to the preferences in communication of different generations in order to provide optimal customer support to every customer. Download this free report to learn more!

2 years ago

Delta Air Lines Will Take Some Customer Service Calls via Video Chat

Delta Air Lines Will Take Some Customer Service Calls via Video Chat

Brian Sumers, Skift

Yes, Americans do make video calls in their everyday lives. But they make them using machines they own. Do airline passengers want to resolve issues by using one of five kiosks in an airport terminal? Perhaps some do, but we're betting many will find the phone just as useful. This seems like it would have a been a novel announcement in 2009.

2 years ago

Hawaiian Airlines Is Handling Customer Service Inquiries Via Text Message

Hawaiian Airlines Is Handling Customer Service Inquiries Via Text Message

Brian Sumers, Skift

In the not too distant future, we expect bots will be sophisticated enough to handle almost all customer service inquires sent via text message. But we're not there yet, so it's refreshing Hawaiian Airlines is going with an all-human approach.

2 years ago

Ryanair Is Inviting Passengers to Complain Via App

Ryanair Is Inviting Passengers to Complain Via App

Benjamin Katz, Bloomberg

It's one thing to invite annoyed customers to share their grievances. More important is what Ryanair does to address those complaints.

3 years ago

Hyatt Tests Facebook Messenger as a Customer Service Channel

Hyatt Tests Facebook Messenger as a Customer Service Channel

Alexandra E. Petri, Skift

Hyatt is an early adopter of a new form of customer service for hotels: using Facebook Messenger to connect with guests, because in today's world, the key to being relevant is engaging with consumers on the platforms they are using.

4 years ago

KLM’s In-House Expert on the Benefits of Social Media Customer Service

KLM’s In-House Expert on the Benefits of Social Media Customer Service

Joyce Manalo, Skift

Yes, KLM is on a league of its own by being able to leverage all the social care interactions into offers and purchases, but it's still working hard to integrate all its reservation systems, customer database, and social media interactions.

4 years ago