Articles tagged “customer experience”

Satisfaction surveys are more important that ever to hotels that prefer guests to gripe in the privacy of a survey than online, but airing bad service on social media has a way of pushing hotels to make a change.

Hotel chains are taking pains to different themselves with even the smallest details as they work to capture the largest share possible of the rebounding business travel market.

Spirit never hides its fees -- customers know they have to pay for everything -- so why not ditch the toll-free line too. In a world where mobile minutes are more important than area codes it makes little difference.

We don't know if customer service at the Tampa Airport Marriott is as great as advertised, but certainly paying attention to guest relations has to be putting the property on the right track.

Self-service check-ins won’t work for every hotel: Business travelers want these one-stop services, but leisure travelers want see the services they pay for and appreciate the touch of humanity.

Whether an employee interfered with customer service emails or an agent went rogue, Thomson needs to enhance its oversight. And its compensation offer seems paltry considering what the customer was subjected to and the disappointing experience on the tour.

Don't take it personal, but Virgin America is taking personalization to new heights, and is testing having tablet-wielding staff push personalized notifications and offers to your airplane seatback. Very clever idea, if it's not intrusive.