Help.com

OCTOBER 13, 2014

Or consider Isadore Sharp’s Four Seasons Hotels and Resorts, regarded as one of the top five companies in any industry for service, after having innovated and thrived through many different eras and trends of customer service. Those knockoff stores will always lack staff who have the all-crucial Apple mindset.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

ShepHyken

NOVEMBER 3, 2021

My hotels have struggled this year with our service scores. Do you provide ongoing reinforcement or training to keep your employees guest-focused? . I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. But what happens when it becomes a trend?

Hospitality 165

Hospitality Customer Experience Hotels Feedback 165

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Micah Solomon

OCTOBER 11, 2018

As Patrick O’Connell, the storied proprietor of the double five star Inn At Little Washington, says in my new book, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets[free chapter link], “Bad habits are not given up easily. Upgrade your technology.

Customer Service 256

Customer Service Customer Experience Hospitality Hotels 256

ShepHyken

FEBRUARY 2, 2022

This was a great way to keep the valets busy during slower times and make them some extra money when the customers generously tipped them for an amazing experience. . Certain hotels used to offer a shoe-shine service while you were asleep. So, I started thinking about other ways I’ve seen this concept in practice. .

Hotels 125

Hotels Touchpoint Customer Service Training Tips 125

ShepHyken

JULY 12, 2017

He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. He asked if the hotel was dog-friendly.

Hotels 98

Hotels Customer Focused Policies Customer Service Training 98

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Industry Hotels Customer Journeys 204

ShepHyken

JANUARY 31, 2023

It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Follow on Twitter: @Hyken

Customer Service 139

Customer Service Customer Experience Hotels Customer Service Training 139

Beyond Philosophy

OCTOBER 18, 2017

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

Hotels Policies Consulting Customers 136

ShepHyken

MARCH 2, 2020

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.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

JULY 8, 2020

Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from.

Hotels 120

Hotels Customer Service Training Customer Experience Training 120

ShepHyken

FEBRUARY 20, 2019

Rao explained what happened and an hour later the driver made his way back to the hotel where he had picked up Mr. Rao earlier that day. He didn’t ask for money even though he had to take time out of his day to return to the hotel. He just wanted to take care of his customer. That’s what customer-focused people do.

Hotels 105

Hotels Customer Focused Customer Service Training Customer Service 105

ShepHyken

JANUARY 13, 2021

A guest at the hotel had accidentally left his laptop in the room when he checked out. He flew to Hawaii and called the hotel, panicking because he had lost his computer that he needed for his meeting. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 146

Hotels Customer Service Training Training Course 146

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Tips 123

Tips Self Service Hotels Customer Service Training 123

ShepHyken

JULY 15, 2020

I was staying at a hotel that had an executive lounge. When I was leaving the hotel the next day, the front desk clerk said, “We have a package for you.” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That reminded me of something similar. Follow on Twitter: @Hyken.

Hotels 152

Hotels Customer Service Training Customers Training 152

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. The hotel staff was cleaning the restroom at 10 in the morning, right in the middle of our break. Just like the cable company, the hotel staff didn’t do this on purpose. The hotel should have been smarter about when to clean the restrooms.

Hotels 100

Hotels Conference Customer Service Training Meeting 100

ShepHyken

SEPTEMBER 5, 2022

The Remarkable Customer Experience Recovery System and Digital Transformation by Are Morch. Hospitality Net) In the hotel industry, we have traditionally emphasized customer service and customer service recovery. When you see the word hotel in this article, just mentally swap it with the word “business.”

Net Promoter Score 67

Net Promoter Score Customer Service Hotels Hospitality 67

ShepHyken

JANUARY 25, 2021

(Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. ” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries. Follow on Twitter: @Hyken.

Customer Service 155

Customer Service Guest Experience Loyalty Programs Hotels 155

ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I recently went to breakfast at a hotel. Customers will overlook certain issues when there’s transparency, a flow of information, and the effort to create an excellent customer service experience. .

Poor Customer Service 146

Poor Customer Service Hotels Customer Service Training Customer Service 146

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . 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.

Hotels 167

Hotels Customer Service Training Retail Financial 167

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? I get that you may be a guest of a hotel or a restaurant. Most people would call them customers. The post Does It Matter How You Refer to Your Customers?

Hotels 154

Hotels Connections Customer Service Training Retail 154

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. Chris is also someone who spends as much time in airports, aircraft and hotels as I do!

Culture 264

Culture Measurement Customer Centricity Hotels 264

Currency Alliance

JANUARY 18, 2021

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.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., You must let your customers know you are listening to them! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Survey 123

Survey Rewards Programs Airlines Hotels 123

ShepHyken

JUNE 6, 2022

It is the client’s well-being that to a large extent determines the satisfaction with the stay at the hotel and the willingness to use its services once again. And it all starts with the first contact when the customer visits the website. While the ideas shared focus on hotels, don’t let that stop you from reading this.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

JANUARY 8, 2023

Seven Ways to Improve Customer Service in Hotel Industry by TravelDailyNews (TravelDailyNews) Excellent customer service is crucial in the hospitality industry, where customers often play an active role. Travelers usually stay at hotels to indulge in self-care or mark special occasions.

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. Small, but what a brilliant customer focused idea. There are some hotels that have figured this out. Where could it be? On the opposite wall!

Hotels 102

Hotels Travel Customer Service Training Customer Experience 102

ShepHyken

MARCH 28, 2022

The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? Follow on Twitter: @Hyken.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ShepHyken

OCTOBER 24, 2018

Those become the New End to those customer interactions, and sometimes that New End can taint the experience. I love a certain hotel that I’ve stayed at several times. The hotel is clean, the rooms are nice, the restaurants are great, and the staff is always friendly and helpful. I couldn’t ask for more.

Hotels 104

Hotels Automotive Survey Interaction 104

ShepHyken

APRIL 8, 2019

Here are some reminders of what it takes to keep your customers happy – and coming back. Hotel Guest Service: Being Capable Is Not Enough by Steve Curtin. Hotel Executive) Having been enticed by all the images of the specialty cocktail, I was looking forward to ordering one. A good service opportunity went bad.

Customer Service 101

Customer Service Hotels Hospitality Government 101

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

OCTOBER 11, 2021

What’s interesting is that the Champions category more than doubled from 6% to 14%, which tells me more companies see the benefit of customer experience. Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? I’ve said this many times before: Customer service is not a department. Same for CX.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

ShepHyken

SEPTEMBER 6, 2017

Dejected, she returns to the hotel. The next day, the hotel manager takes her to a different store and gets her outfitted in some beautiful clothes. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Hotels 0

Hotels Customer Service Training Sales Customer Service 0

ShepHyken

APRIL 8, 2020

For a little time and the cost of a box of donuts, that manager got the most up-to-date and immediate feedback on what guests thought of his hotel. Think about who your customers talk to outside of your own employees. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Net Promoter Score 123

Net Promoter Score Effort Score Conference Hotels 123

Vonage

MARCH 6, 2017

Three words that exhibit a commitment to the customer. If you’ve been following my work, you know I’m a big fan of The Ritz-Carlton hotel chain’s nine-word promise – or motto as they call it. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. SmartGuests) Learn the top 5 hospitality phrases you can say to build trust, engagement and bonds with your customers.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

MAY 9, 2018

I had a similar “I’m sorry” experience when I went to check out at a hotel. Hmm… most hotels I stay at don’t charge for any of these amenities. Even if it is “too bad,” the way you say it can include some empathy and caring that makes the customer know you feel their disappointment. Follow on Twitter: @Hyken.

Hotels 88

Hotels Customer Service Training Training Customer Service 88