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Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan. Landing on the list of Travel + Leisure’s “World’s Best Hotels” is one among many of their noted accomplishments. Customer Service Articles Customer Service Training in Michigan Townsend Hotel

Hotels 119

Your Hotel SHOULD Sweat the Little Things

Steve DiGioia

A recent overnight hotel stay proved to me that just because one aspect of a business runs well doesn’t mean that all the others do too. Hotel franchisees must follow strict adherence to marketing, branding, RevPar, etc. I don’t expect fine dining from a limited service hotel restaurant, nor should anyone else. Management attention to detail hotel sweat the little things

Outrageous! Hotels keep on charging!

Beyond Philosophy

Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. hotels are expected to add on $2.55 The Times reports that hotels are also charging for things that used to be free, like an early or late check-in or a certain size bed. The post Outrageous!

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams

ijgolding

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […].

Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience

Avaya

So, how can hotels stay ahead? As customers increasingly use digital channels to interact with the brands they love, it’s imperative that hotels can support a personalized, omnichannel experience that drives insight and engagement at the individual account level. If research has shown us anything, it’s that companies across virtually every sector are realigning around digitization.

CX Q&A with Raul Leal, CEO, Virgin Hotel Group

Forrester

And this year, the iconic brand opened its first hotel in the US - a 250-room property located in the Chicago Loop. How does Virgin Hotel live up to the high standards set by other Virgin businesses? At Forrester's Forum for Customer Experience Professionals in New York, June 16 & 17, Raul Leal, CEO, Virgin Hotel Group, will explain. Indeed, one of the things that impresses me about the first Virgin Hotel in Chicago, is how reasonably priced the rooms are! virgin hotel. Customer Experience Customer Experience richard branson virgin virgin hotel

Marriott and Sheraton Lead Hotels in Customer Experience

Experience Matters

Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings. After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating over all five years. consumers.

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

ijgolding

I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators. Last week I had very high expectations of three particular organisations – the W Hotel in Leicester Square; Scandinavian Airlines (SAS); and the Admiral Hotel Copenhagen. Whose glass is this?

Memorable Customer Experience: Far Deeper Than a Smile | #CX

Kate Nasser

The People Skills Coach™ shares memorable exp at Delta Calgary South Hotel and tips to all hotel leaders & reps on doing the same thing! Truly memorable customer experience is not transaction; it is great interaction. The post Memorable Customer Experience: Far Deeper Than a Smile | #CX appeared first on KateNasser.com.

What Can The Hotel Industry Learn From Homelands B&B?

Maz Iqbal

Here’s what I think the hotel … Continue reading "What Can The Hotel Industry Learn From Homelands B&B?". Case Studies Customer Experience Customer Insight (inc VoC) Customer Loyalty Customer Service Digital / Ecommerce Hall of Fame customer advocacy customer experience customer loyalty customer service CX lessons for hotels Homelands Bed & Breakfast lagniappeDuring November, whilst on business, I stayed at Homelands Bed & Breakfast and thoroughly enjoyed my experience.

How to complain when booking a service based in the EU

Helen Dewdney

A friend booked a hotel through Booking.com but hit a problem when the site didn’t accept the credit card. Told to go direct to the hotel (based in Germany) to pay he was horrified to find that he had been charged a 7% credit card fee! I also received an email directly from the hotel to say that I should pay directly with them as they could not directly verify the card owner.

It’s 2015. Do you know where your customers are?

Customer Enthusiast

Consider the following Twitter exchange I had earlier this month with @IHGCare , the InterContinental Hotels Group ’s Twitter response team: This is a good example of Richard’s observation above that “consumers expect a response in the same channel of communication.” 2015 Crowne Plaza Hotels customer InterContinental Hotel Group omnichannel Richard Shapiro social media trends

How a Small Hotel and Hostel Answering Service Can Improve Business

Magellan Solutions

The problem is that hotel and hostel owners sacrifice a profit margin whenever middlemen are involved for bookings and reservations. Outsourcing small hotel and hostel answering service can do away with third party agents and travel agents. Here’s what small hotels and hostels can get out of it: 1. Telephone Answering Service hostel answering hotel answering hotel bookings

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE

ijgolding

Radisson Blu Hotel, Sandton. Da Vinci Hotel, Sandton. The Meikles Hotel in Harare took on that responsibility for him. In a trip of many negative experiences, this was one of the overwhelming highlights – as a result, if you ever happen to be in Harare, you must stay in the Meikles Hotel! Radisson Blu Hotel in Sandton, Johannesburg. Airlink. British Airways.

How to provide great customer service (when things go wrong)

Helen Dewdney

and I attended a spa day last October at a Macdonad hotel in Bath. Before we went into one treatment we said that we would write to the manager of the hotel to complain about the issue but that we would also mention that the spa team were extremely good and helpful. This was after all far above and beyond the legal duty of the hotel for not providing services with skill and care.

‘Happy Birthday Mr Glodnig’!! How NOT to create a good impression with customers!

ijgolding

One example is the email I received from NH Hotels this year – it has been a while since I stayed in one, but in my opinion, their email was good and welcome. NH Hotels demonstrated how to get it RIGHT and create a good impression with the customer. Interestingly, JD Williams offer Mr Glodnig the same ‘gift’ that NH Hotels offered Mr Golding (that’s me!).

Nuance is never obvious

Customer Enthusiast

Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives of Hotel Doormen by Noam Scheiber. For example, it’s expected of a hotel doorman to open the car door for a guest arriving by taxi and retrieve her suitcase from the trunk—perhaps glancing at the luggage tag to obtain the guest’s name in the process.

Residence Inn, Holiday Inn Express, and Hilton Earn Top Customer Experience Ratings for Hotels

Experience Matters

Residence Inn, Holiday Inn Express, and Hilton deliver the best customer experience in the hotel industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […]. We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. 2016 Temkin Ratings Customer experience AT&T MetroPCS Sprint T-Mobile TracFone US Cellular Verizon Wireless Virgin Mobile

The Greatest Show on Earth is Still a Memory Maker

Steve DiGioia

We stayed in one of the main suites of the Grand Floridian Hotel and the Disney team never failed to amaze. Customer Service Disney Grand Floridian Hotel Ringling Bros. how create the memorable experience that your customer will hold dear and carry for years to come. This original article was written by Steve DiGioia. Ringling Bros. PT created an experience. Click To Tweet.

How To Cause Customer-Centricity By Shaping The Work Context (Part 1 of 3)

Maz Iqbal

Specifically: It created a shared service initiative to serve groups of hotels by region. It redefined roles & responsibilities of hotel employees. Clearly to support-boost the share price and at the same time to energize the hotel employees. Because these hotel managers were expected to increase occupancy rates, raise the average price point, and improve customer satisfaction whilst working within the parameters set by the centralised yield management system, the shared services offer, the organisational design and staffing levels set by the centre. Over to you.

Risks of Changing to a New Business Model: Resort Case-Study - Frank Reactions

Tema Frank

Blog Customer Service / Customer Experience Process Strategies business model business strategy Catalonia hotel Mexico resort sales tactics timeshare travelYou know that sinking feeling you get when your best friend starts dating someone unsuitable? You want to try and talk them out of it, but you know they won’t listen. So you keep your mouth shut and hope for the … Continue Reading → The post Risks of Changing to a New Business Model: Resort Case-Study appeared first on Frank Reactions.

Podcast: Inside the Four Seasons Approach to Five-Star Service

Bain

Hotels didn’t always give out free toiletries. It wasn’t until the 1970s, when a Four Seasons hotel in London first started offering shampoo in showers that other hotels started following suit. And Four Seasons has been setting high standards for luxury travel—and hospitality in general—ever since. You can listen to the episode on iTunes or through the player below.

Great Customer Experience Requires More Than Just a Script and a Score

MaritzCX

It was the eighth week in a row checking into the same hotel in Downtown Philadelphia. I recognized the attendant behind the preferred status check-in counter – he had checked me in a few times over the last two months, and never missed shouting the obligatory ‘good morning’ in my direction as I started out. View Article

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? So like a good customer you mention this to your salesperson or hotel front desk agent, expecting a quick resolution to your seemingly reasonable request. that's YOUR problem, not mine! This original article was written by Steve DiGioia.

Is your CX program Efficient? CXEvolution: An Infographic

MaritzCX

I was checking in to my hotel near London Heathrow airport and I heard someone calling my name. Click here to see the CXEvolution Infographic Last week I had some business travel that took me to Europe and I learned how small the world can be. It turned out to be my wife’s cousin Jenny, View Article

Now THAT’S Customer Service! - Frank Reactions

Tema Frank

Blog Book: PeopleShock Canada Customer Service / Customer Experience Strategies Trust #cx #cxo customer service hotels travelMy husband and I have been taking a long, rambling route to get from Edmonton, Alberta, to the World Domination Summit in Portland. Along the way we’ve seen many disconnnects and “connects” when it comes to customer service. Read more … Continue Reading → The post Now THAT’S Customer Service! appeared first on Frank Reactions.

7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets. After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes.

CXEvolution: Implement CX Measurements While There is Still Time

MaritzCX

My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Does your CX program deliver timely feedback to the people who are empowered to take action? Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article

Guest Blog: “We Hate ‘dat Letter”

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. On a recent business Roadshow, I inadvertently left a brand new PowerPoint clicker in a hotel room but didn’t realize it until I returned home several weeks later. When I called the hotel in New Zealand they confirmed that it was turned in the day I left. Two things struck me immediately about the hotel that didn’t seem to fit with their brand of “Excellence in Customer Service.”. Shep Hyken .

Put History to Work for Customer Delight

Wired and Dangerous

A guest of the Ritz-Carlton Hotel in Naples was attending a two-day conference. After a nice dinner in the hotel restaurant, the waiter asked if they would like anything else. A year later the man was in the same hotel for a meeting without his children. It need not be as sophisticated as Ritz-Carlton Hotel’s famous guest preference system outlined above. Popcorn!”

3 Ways Your Employees Are Killing Your Customer Experience

Myra Golden

I’m standing at the front desk of a nice hotel in Baltimore. I told the hotel employee that perhaps my very recent booking was the problem. That is, until, a couple of months later when checking my hotels.com account, I get a message stating that my 6-night hotel stay in Baltimore had been removed from my Rewards Account and that I would not get credit for that stay. Nothing.

Understanding Customers Through Anthropolgy

Wired and Dangerous

We enjoy checking into a hotel via the front-desk, complete with its capacity to influence our room choice and amenities. We have colleagues in the same geography doing the same role who would bypass check-in conversations to get straight to the hotel room. What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers?

Stop Counting Paperclips!

Customer Enthusiast

Last month, I returned to one of my favorite hotels in New York City. It was my first stay since the hotel completed an extensive renovation in 2012. I’ll withhold the name of the hotel because it’s not important. And being that the hotel dates back to 1902, care was taken to capture and preserve notable aspects of the property’s rich history. Cost containment?”

Deliver 6-Star Customer Service in a 5-Star World

Win the Customer

Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at the Ritz-Carlton is different in that they will deliver a […]. Customer Service

3 Ways Your Employees Are Killing Your Customer Experience

Myra Golden

I’m standing at the front desk of a nice hotel in Baltimore. I told the hotel employee that perhaps my very recent booking was the problem. That is, until, a couple of months later when checking my hotels.com account, I get a message stating that my 6-night hotel stay in Baltimore had been removed from my Rewards Account and that I would not get credit for that stay. Nothing.

Is Your Customer Experience Accidental?

Beyond Philosophy

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. When I first get to a hotel, I get settled. Am I just hacked off at hotels?

Delivering Extraordinary Experiences

Wired and Dangerous

While working with a client in Central America we decided to try the hotel’s signature restaurant—Factory Steak and Lobster. The check-in hotel clerk would come from behind the desk to give you your room key along with a warm handshake, the taxi driver would jump out of the cab, open your door and run to take your luggage all the way into the hotel lobby. Image credit: jill111.