ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. Even the best offer is not complete if it does not include service models.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

JANUARY 25, 2021

Something that customers consider more important than even their time. 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. Their core beliefs. He also gives us a four-step process to do so.

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

ShepHyken

SEPTEMBER 5, 2022

(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. How has the ongoing digital evolution impacted how customers view patience today? It’s that simple.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

ShepHyken

JANUARY 21, 2024

My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. You will love his opening story about what happened in a well-known, name-brand hotel. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

JANUARY 2, 2023

My Comment: I love learning from major brands (like Walmart and McDonald’s). This time we take a look at loyalty programs and the changes these brands made that may need to be “fixed” in the near future. This is where a customer is surprised about the price. Creating the Best Customer Experience by Kari Polson.

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

ShepHyken

AUGUST 1, 2022

Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Start by reading this article.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

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?

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. by Max Starkov.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

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

Vonage

MARCH 6, 2017

Most companies have a tagline, a phrase or sentence that describes what they are about. Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. Follow on Twitter: @Hyken.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

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? They created “customer success.”

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

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

APRIL 3, 2017

This short article makes the case for why internal service is important and teaches us a few questions we should be asking our fellow employees (internal customers). 10 Traits of a Great Hotel Front Desk Agent by Rupesh Patel. Do they have hotel experience? Did they come from another hotel? Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

JUNE 24, 2019

Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

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? They created “customer success.”

Net Promoter Score 51

Net Promoter Score Customer Service Hotels Effort Score 51

ShepHyken

JANUARY 22, 2023

13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships. How do you keep your loyal customers?

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

CSM Magazine

MARCH 15, 2016

Continually remind your team of the importance of customer service. ” Day One and Done customer service training is simply not enough. After onboarding, continue to reinforce that message with customer service tips and stories via email, screensaver messages, and periodic refresher customer service training.

Customer Service 63

Customer Service Hotels Customer Service Training Customers 63

ShepHyken

SEPTEMBER 18, 2017

Not enough executives experience what it’s really like to do business with their own company. Every employee – and that includes top executives – should experience what every customer experiences. Finding A Company You Love Regardless Of Product: Lessons In Customer Service by Murph Krajewski.

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

Vonage

JANUARY 27, 2016

I am regularly amazed by brand new facilities that are obviously user-unfriendly. If you want to improve customer service quality, every decision needs to be made with clients in mind. This is not the way to improve customer service quality! A sparkling new hotel opened in a major capital city. Your Service.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

ShepHyken

JANUARY 8, 2018

(Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists. Upgrade the experience for your employees and you upgrade the experience for your customers. Of course, not!

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

InMoment XI

MARCH 11, 2024

A feedback loop, specifically the customer feedback loop, is defined as the process companies use to gather customer feedback and then respond to it by improving some aspect of the business or product. It is a loop because as the company makes improvements, the customers weigh in with feedback on how the improvements are faring.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

ShepHyken

DECEMBER 7, 2016

Most companies have a tagline, a phrase or sentence that describes what they are about. Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Hotels Customer Service Training Culture 48

Vonage

MARCH 8, 2016

The Raffles Hotel has a mission statement that includes this vision: “…delighting patrons with many memorable experiences.” Wipro, a world class IT services provider from India, who caters to both domestic and international markets, promises to be the “Proactive Value Adding Service Partner” of choice. Your Service.

Customer Service 120

Customer Service Airlines Transportation Travel 120

ShepHyken

JANUARY 9, 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 12

Customer Service Hotels Hospitality Social Media 12

ShepHyken

JULY 11, 2016

I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. This article is not about how a company gives better service with a smile, but how a customer gets better service with a smile. by Ian Golding. (I

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

Myra Golden

SEPTEMBER 13, 2016

It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. What they need is a Basic Customer Service Training “intervention” on how to speak with friendliness, warmth and concern – and in exactly 16 days they will get it.

Culture 56

Culture Hotels Training Contact Center 56

Service Untitled

OCTOBER 11, 2010

His first motor hotel (motel) opened in Toronto in 1961, and what made it different was his service oriented philosophy. By 1963, his second hotel opened called Toronto’s Inn on the Park, and its resort style setting with its gym claimed instant success. Sharp begins the book with his personal story. You started it.

Hotels 46

Hotels Travel Culture Competitive Advantage 46

Stella Connect

JANUARY 31, 2018

After falling in love with the bedsheets in their Las Vegas hotel room and reeling at the $800 price tag, founders Rich and Vicky researched the main cost drivers (middleman markups, mostly) and set out to find a way to make high-quality bedding affordable. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

Training 40

Training Management Call Center Connections 40

Myra Golden

SEPTEMBER 13, 2016

It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. What they need is a Basic Customer Service Training “intervention” on how to speak with friendliness, warmth and concern – and in exactly 16 days they will get it.

Culture 40

Culture Hotels Training Contact Center 40

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 30, 2022

(CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

JANUARY 23, 2023

13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships. How do you keep your loyal customers?

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 15, 2022

The credit for these changes goes to the customer service experts who helped redefine the industry. Today, almost all companies, irrespective of the industry they operate in, give special attention to customer service and make rigorous efforts to ensure customer success. Blake Morgan. Chelsea Krost.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SurveySparrow

OCTOBER 1, 2023

It assures customers that they’re not alone in navigating their purchase or using a service – there’s always someone ready to assist them. This level of care and attention can turn a regular customer into a loyal advocate for the brand. Instead, the company assigns you a dedicated onboarding specialist.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52