ReviewTrackers

APRIL 7, 2021

Bank Reputation Risk Management. Negative reputation, meanwhile, can drive away potential clients and increase customer churn. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Reputational Risk Management in Banking: Best Practices.

Banking 94

Banking Management Social Media How To 94

ReviewTrackers

APRIL 2, 2019

Bank Reputation Risk Management. Negative reputation, meanwhile, can drive away potential clients and increase customer churn. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Reputational Risk Management in Banking: Best Practices.

Banking 90

Banking Management Social Media Financial 90

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. I asked the manager why we couldn’t be seated. Rather than deliver a poor customer service experience, they felt it was better to shut down part of the restaurant.

Poor Customer Service 149

Poor Customer Service Hotels Customer Service Training Customer Service 149

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 99

Hotels Customer Focused Policies Customer Service Training 99

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 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 158

Customer Service Guest Experience Loyalty Programs Hospitality 158

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 68

Net Promoter Score Customer Service Hospitality Hotels 68

ShepHyken

JANUARY 8, 2023

23 Things Every Contact Centre Manager Needs to STOP Doing in 2023 by Call Centre Helper (Call Centre Helper) Are you guilty of doing things the way they’ve always been done? Travelers usually stay at hotels to indulge in self-care or mark special occasions. Here are seven suggestions for improving customer service in the hotel sector.

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

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

APRIL 8, 2020

In fact, once a month, the general manager of the property where you stayed comes down to the depot and has coffee with the drivers. 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. He responded, “Oh yes!

Net Promoter Score 124

Net Promoter Score Effort Score Conference Hotels 124

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. I shared the story with the manager of the dealership, who was quite embarrassed. The next day I went back, but this time in my father’s car, which was quite nice.

Hotels 0

Hotels Customer Service Training Sales Customer Service 0

BirdEye

NOVEMBER 8, 2023

Google Google Business Profile (GBP) is a free and user-friendly tool that allows businesses to manage their online presence across Google, including Search and Maps. Businesses listed on Glassdoor can manage their employer reputation, attract top talent, and showcase a positive work culture.

Ecommerce 57

Ecommerce Travel Hotels Social Media 57

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

MAY 17, 2018

Within six months of creating a new jewellery concept, the products were being sold in hotels across Ghana and at the international airport. How on earth did you end up working in the field of Customer Experience?! I eventually returned to the UK and set up an art studio – something I ran and managed for six years.

Travel 164

Travel Hotels Customer Experience Feedback 164

ShepHyken

SEPTEMBER 3, 2018

Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. SmartGuests) Learn the top 5 hospitality phrases you can say to build trust, engagement and bonds with your customers. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

Customer Guru

JANUARY 16, 2018

Ajay Nambiar, currently working as the Customer Service & Facility Management Head at L&T Realty, and having worked with brands like ITC Sheraton, BPL US West, Sify, Yahoo, Holiday Inn, Mahindra Holidays and Emaar India, showcases executive leadership in Service Excellence and Business Operations.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

ShepHyken

JANUARY 2, 2023

For example, there is the surprise surcharge (a resort fee that was mentioned in the fine print) a hotel charges at checkout. Creating the Best Customer Experience by Kari Polson. When it comes to creating the “best” customer experience, don’t forget what happens before the sale. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

JANUARY 24, 2018

I received a response from Nayeli Burns ( @Nayelihrc ), the concierge at Encore Event Technologies, an “in-house” event production company in hotels and resorts throughout North America. If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more.

Hotels 101

Hotels Conference Meeting Fashion 101

ShepHyken

MARCH 31, 2020

In order for your business to succeed, you must first understand your market—your customers. Employees must also have an understanding of the customers they serve. Management must create the system and processes that allow employees to deliver to customers. The greatest driver of customer satisfaction is just being nice.

Hotels 65

Hotels Customer Satisfaction Loyalty Leadership 65

Steve DiGioia

NOVEMBER 5, 2015

She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening. Yet so many customer service managers and teams focus on checklists and procedures above listening and adapting to customers.

Customer Service 100

Customer Service Hospitality Hotels Customers 100

ShepHyken

DECEMBER 28, 2020

I’ve always posed the question to my clients with loyalty programs, “If you took away the points and perks, would the customer still want to do business with you?”. Excellent Customer Service? Product Manager of Commerce at Liferay, tells us why an excellent customer experience is the key to B2B success.

Customer Service 142

Customer Service Loyalty Programs B2B Competitive Advantage 142

ShepHyken

MAY 2, 2018

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. Just like my buddy, I took my gift to the front desk.

Hotels 89

Hotels Customer Service Training Training Conference 89

ShepHyken

OCTOBER 5, 2016

As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. With a resounding yes from my client, the banquet manager asked the A/V people to change the color of the lights, which were controlled by a computer program.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

Beyond Philosophy

JULY 30, 2015

I’ll explain by using some examples from a hotel room. The nature of my job means I spend a lot of time in hotel rooms. So while it might seem I am picking on them, the truth is I just have a lot of experience dealing with hotels and the “little things” that make an experience what it is there. Am I just hacked off at hotels?

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” And management at the Ritz-Carlton is fantastic, because they walk the talk.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Customer Centricity 100

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. Everybody has a customer, whether it be the outside customer or an internal customer.

Meeting 189

Meeting How To Airlines Virtual Agent 189

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. Proper customer service is something this line of business have trained for — possibly for hundreds of years at the big hotel chains. Shep Hyken.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

Micah Solomon

OCTOBER 10, 2018

This example, from my first book, co-authored with Leonardo Inghilleri, has been used in the customer service training at certain legendary organizations, and I hope it speaks to you as well. Image that you’re a manager at a hotel. Welcome back to the hotel, ma’am,’’ he says. ‘‘Let Let me help you with your bags.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

ShepHyken

FEBRUARY 3, 2020

My Comment: Technology continues to play an ever-increasing important role in the customer experience. It is more important than ever to have positive interactions with your customers that go beyond human-to-human. Managing the digital experience is crucial. ” Add Enchantment To Your Customers’ Experiences by Chip Bell.

Customer Service 118

Customer Service Infographics Trends Entertainment 118

ShepHyken

MAY 10, 2017

I recently checked into a hotel in Chicago. Don’t make a statement to a customer you can’t deliver on. This is about managing expectations. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. The front desk clerk was so enthusiastic. Don’t try and sell a “half-truth.”

Hotels 104

Hotels Customer Service Training Course Training 104

Customer Bliss

JULY 6, 2018

It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received. What Does a Great CXM Culture Look Like?

Resources 100

Resources Case Study Comparison Hospitality 100

ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. LinkedIn) Hotel people like yourself are the reason why others can take their mind off troubles and get a comfortable night’s sleep (even though their house is under water or completely destroyed).

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” You have several pathways to that, including: The CEO must model collaborative and team-building best practices, and hold everyone accountable to the same customer-facing goals.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

ijgolding

JANUARY 19, 2016

Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles – are very much led by US based organisations first. The reception staff in my hotel were dreadful – slow, rude, ineffective – very disappointing.

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120