Remove Customer Confidence Remove Customer Service Remove Hotels
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Elevating Guest Experiences in Hotels with Integrated CX

InMoment XI

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. Hotel customers are no exception. So much time locked inside caused a massive correction.

Hotels 260
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The Ultimate Customer Service KPI?

Steve DiGioia

One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. The post The Ultimate Customer Service KPI?

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5 Top Customer Service Articles for the Week of June 24, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.

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A Valuable Commodity: Spend Less, Save More, and Win Customers Over

NICE inContact

Recently I was forced to stay in a hotel because my flight was canceled due to bad weather. When I showed up at the hotel, I couldn’t believe how long the line was to check in. Without even knowing it, they were teaching me some of the basics of good customer service. It’s just frustrating. How could they not have known?

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The ultimate customer service KPI?

Customer Enthusiast

Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. Quantifies invisibility : It validates the existence of neutral customers (labeled “Passives”) who largely feel invisible to the organization and its employees.

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We’re the Front Desk, Not the Shipping Department

ShepHyken

As I was heading to the FedEx office, one of my fellow speaker-buddies told me he took his to the front desk of the hotel where they conveniently accommodated his request to ship the gift to his home. I had a chance to talk to the hotel manager about what happened. I preach customer service and soft skills training.

Hotels 89
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WOW Is in the Details

ShepHyken

Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. WOW levels of customer service and experience are opportunities that typically fall in our lap in the form of complaints or problems we can resolve – or isolated opportunities to just do something special.

Hotels 133