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

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. Here are 100 of the strangest things retailers have been asked by customers.

Customer Service 88

Customer Service Retail Interaction Hospitality 88

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!)

Customer Service 69

Customer Service Hospitality Contact Center Loyalty 69

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. They are the ones that take care of the customers, so let’s “love on them” a bit more than normal this week!7 7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. by Chip Bell.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

Blake Morgan

JANUARY 20, 2022

Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. . Author and speaker Chip focuses on delivering fantastic customer service.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? Will I have a poor brand? Customer Experience. Could they be trained more frequently? Yes, you do!

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

Bill Quiseng

APRIL 18, 2021

Those businesses offering exceptional customer service don’t build their brand through advertising. Their customers build it for them via their raves on social media. So, it is critical to know how to respond on social media, especially to the rants from dissatisfied customers.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

APRIL 3, 2017

One of the most powerful ways to think of customer service is with a “hospitality mentality.” There is a lot that any company in any industry can learn from the hotel and hospitality industry. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. by AJ Agrawal .

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. The heart is now more prominent in the branding. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 123

Airlines Customer Service Infographics Customer Retention 123

ShepHyken

AUGUST 21, 2023

What Rockets a Brand Into Cult Following Status? Some brands, products and people reach a level of fandom others only dream of. My Comment: This is a very interesting article about the brands that have created cult-like status. The Need for Greater Patient Loyalty: a Lesson From the Hospitality Industry by Peter C.

Hospitality 12

Hospitality Customer Service B2B B2C 12

Michel Falcon Experience

OCTOBER 21, 2019

To put it another way, their engineering, business development, and brand teams are much larger than their customer service or HR teams and receive a larger piece of their operating budget. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

CSM Magazine

AUGUST 29, 2022

Providing good customer service is essential for any business, large or small. It is one of the most important ways to create a positive experience for your customers and can help to build brand loyalty and repeat business. Jobs that need customer service.

Customer Service 52

Customer Service Guidelines Hospitality Communication 52

ViiBE Blog

APRIL 19, 2021

If your customer leaves unsatisfied, they are unlikely to give you any repeat business. The customer relationship you have established goes out the window, and you’ll have to start building customer loyalty with someone else. But what if you could turn that unhappy customer into a happy one instead? Prevention.

Healthcare 52

Healthcare Case Study Knowledge Base Video 52

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. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

SEPTEMBER 6, 2021

When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. A Customer Discovered Their $350 Lego Set was Missing Pieces. You’ll smile.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

Service Untitled

NOVEMBER 28, 2012

The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. This means seeking out the customers unanticipated and unvoiced needs. How do you collect this data? .

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

FEBRUARY 5, 2023

Creating a group of your best customers sharing ideas on how to make the experience they like even better can be a goldmine of intel that you can use for all of your customers. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed. Creating customer loyalty is a bit more challenging.

Customer Service 64

Customer Service Government Loyalty Customer Satisfaction 64

ShepHyken

FEBRUARY 5, 2023

Creating a group of your best customers sharing ideas on how to make the experience they like even better can be a goldmine of intel that you can use for all of your customers. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed. Creating customer loyalty is a bit more challenging.

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62