Vonage

MARCH 6, 2017

Most companies have a tagline, a phrase or sentence that describes what they are about. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

OCTOBER 23, 2019

Obviously, the cable company didn’t do this on purpose. 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. Here’s my point.

Hotels 100

Hotels Conference Customer Service Training Meeting 100

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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. Companies Offering Convenience Are Taking Over The World by Shep Hyken. Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company.

Employee Experience 95

Employee Experience Hotels Video Culture 95

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 81

Customer Service Hospitality Customer Centricity Competitive Advantage 81

Bill Quiseng

JULY 28, 2014

My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Marriott Hotel in Washington, D.C., Marriott’s leadership mantra, ““Take care of your employees, and they’ll take care of your customers.” Service From the Employee’s Perspective.

Customer Service 143

Customer Service Hotels Social Media Software 143

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. There are some hotels that have figured this out. Why is almost every shower, in almost every hotel I’ve stay in, not designed this way?” Where could it be?

Hotels 102

Hotels Travel Customer Service Training Customer Focused 102

Vonage

JANUARY 27, 2016

This is not the way to improve customer service quality! A sparkling new hotel opened in a major capital city. But it’s certainly not easy to read and does nothing to improve customer service quality. I had to argue with the graphics company to print all the contact information in 14 point type on my stationery.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Let me help you with your bags.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

ShepHyken

JULY 4, 2016

It’s easy for the customer (and the company), it’s fast and, most important, it’s effective. Here are three tips to using Twitter to engage with your customers, answer their questions and solve their problems. How Employee Culture Impacts Customer Experience by Eric Berridge. This article proves that point.

Customer Service 81

Customer Service Culture Hotels Tips 81

ShepHyken

APRIL 24, 2017

(The Huffington Post) Practical lessons any business could learn from the way big and successful companies have nurtured and retained their customer base by inspiring loyalty. My Comment: Want to learn from some of the masters of customer service? Great information that any company can profit from.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Vonage

MARCH 8, 2016

Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP! Your Service. Your Service” books and founder of UP! Your Service.

Customer Service 120

Customer Service Airlines Transportation Travel 120

Michel Falcon Experience

APRIL 7, 2020

When setting out to open multiple restaurants and bars in downtown Toronto, one of the first things I needed to clarify to my business partners (and eventually our management and employees) was the difference between customer experience and customer service. Their customer experience is inclusive of many things.

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

ShepHyken

DECEMBER 7, 2016

Most companies have a tagline, a phrase or sentence that describes what they are about. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service.

Customer Service 48

Customer Service Hotels Customer Service Training Culture 48

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 56

Culture Hotels Training Contact Center 56

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. What does the company do to retain talent?

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

SurveySparrow

OCTOBER 1, 2023

Personalized Onboarding Imagine you’ve just signed up for a complex software service. With high-touch services, you wouldn’t be left to figure it out on your own. Instead, the company assigns you a dedicated onboarding specialist. Chatbot Customer Support : Many companies use automated chatbots on their websites.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Up Your Service

MARCH 24, 2015

Have a meeting and say, “We want learning from mistakes to be part of our culture.” LUX* Resorts & Hotels excels at acknowledging employee achievements. Then, at a companywide gathering at the end of the year, the STARs are honored, and each hotel awards a STAR Team Member of the Year. Have mistake meet-ups. goes a long way.

Tips 40

Tips Hotels Culture Customer Service Training 40

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 40

Culture Hotels Training Contact Center 40

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.

Hotels 46

Hotels Travel Culture Competitive Advantage 46

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

Stella Connect

JANUARY 25, 2018

Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. More Companies Will Make Customer Service a Strategic Priority. Assume that customers won’t give you a second chance. One strike and you’re out. The concierge approach.

Self Service 40

Self Service Trends Customer Service Contact Center 40

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link].

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. Lincoln Murphy. Micah Solomon.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: Do your customers open your emails to them? Experience Hotel analyzed more than 9 million emails they sent to their guests.

Customer Service 147

Customer Service Loyalty Programs Hotels Infographics 147