Customer Experience/Service

Study confirms consumers still care about value, including low prices. But restaurants can highlight their attributes — from food quality, to family recipes, to nutrition, to speed — to heighten the perception of good value.

Why moving from transparent content to structured guest feedback programs will increase loyalty and satisfaction.

Hotel guest satisfaction increases to a seven-year high according to J.D. Power report.

A successful eCRM program at the Watermark Hotel & Spa Gold Coast has the luxury hotel company extending ZDirect's ZMail electronic communication platform to its Watermark Hotel Brisbane property.

Hotel management systems are shifting from on-property to cloud-based, from tethered to mobile, from data-heavy to insight-rich. Over the long-term, the result is the same: a massive, impending re-architecting of how properties are managed. HT spoke to both hoteliers and PMS vendors for feedback on trends ranging from cloud-based solutions to expanding mobile capabilities, the possibilities rich data can provide in personalizing the guest experience, and more.

As more consumers begin to rely on smartphones for even the most ordinary daily tasks, companies across all industries are looking to take advantage of the opportunities presented through mobile apps. This allows brands to interact with their customers, and in many cases, offer more convenience and options than a website.

Research finds customers are four times more likely to recommend restaurants when most satisfied.

Quick Request introduces smartphone app to help hospitality operators connect with guests.