Remove Customer Expectations Remove Customer Focused Remove Hotels
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Customer Experience Management: Why It’s Key for Retention and Growth

InMoment XI

Customer Experience Management (CXM) is the set of processes that aims to deliver that positive experience to your customers at each step of their journey. It helps brands track, analyze, and organize each customer interaction with them. The options make it easier for customers to voice their suggestions or complaints.

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Would Customers Pay to Do Business with You?

ShepHyken

I would only hire the best people and train them to take care of our customers. . We would make them feel like they were a guest at a fine hotel or restaurant. If you think about these answers, they are exactly what customers expect anyway. What would make your customers say, “Wow!” What would be over the top?

Hotels 168
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5 Top Customer Service Articles For the Week of March 2, 2020

ShepHyken

Check out this pyramid which shows that the higher the product is on the four levels of the pyramid, the more valuable it is to the customer. The new guest-centric look of loyalty for hotels by Mitra Sorrells. Most companies are concerned about the rising cost of acquisition – not just hotels. Lots to learn here.

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Customers Are Irrational – Deal With It!

Beyond Philosophy

Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes. The hotel mini-bar is a great example. The mini-bar seems customer-focused at first glance. However, the mini-bar experience isn’t customer-focused.

Hotels 136
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5 Top Customer Service Articles of the Week 9-5-2022

ShepHyken

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

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Hospitality loyalty: 3 predictions that will change the industry

Currency Alliance

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

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5 Top Customer Service Articles of the Week 10-11-2021

ShepHyken

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. I’ve said this many times before: Customer service is not a department.