ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. What is the Question ? It’s about alternatives and options.

How To 169

How To Hotels Hospitality Transportation 169

Micah Solomon

OCTOBER 11, 2018

Here are 10 truly transformational steps that I often suggest to my clients (as a customer service consultant), that can make deep and lasting change for your company or organization. Is your current process aligned with your company purpose, and does it make that purpose clear to your newly-hired employees?

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

ShepHyken

FEBRUARY 2, 2022

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. Certain hotels used to offer a shoe-shine service while you were asleep.

Hotels 126

Hotels Touchpoint Customer Service Training Tips 126

ShepHyken

JANUARY 31, 2023

It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. They are known for their first-class level of service.

Customer Service 140

Customer Service Customer Experience Hotels Customer Service Training 140

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

ShepHyken

MARCH 2, 2020

The new guest-centric look of loyalty for hotels by Mitra Sorrells. My Comment: Just because this article focuses on loyalty in the hospitality (hotel) industry, doesn’t mean you shouldn’t read it. Most companies are concerned about the rising cost of acquisition – not just hotels. Lots to learn here.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

JULY 8, 2020

Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from.

Hotels 120

Hotels Customer Service Training Customer Experience Training 120

ShepHyken

JULY 15, 2020

I was staying at a hotel that had an executive lounge. When I was leaving the hotel the next day, the front desk clerk said, “We have a package for you.” You must not only hear what customers say, but you must also listen and take action. Whenever we do business with a person or company, we expect to be treated well.

Hotels 153

Hotels Customer Service Training Customers Training 153

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

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. It’s not something any company wants, but it’s become a reality for some. It’s not that they want to do it. They have no choice. . Follow on Twitter: @Hyken.

Poor Customer Service 147

Poor Customer Service Hotels Customer Service Training Customer Service 147

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 98

Hotels Customer Focused Policies Customer Service Training 98

ShepHyken

JANUARY 26, 2022

In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. Because many times I leave my name and phone number in the comment section for the company or brand to call me.

Survey 123

Survey Rewards Programs Airlines Hotels 123

ShepHyken

SEPTEMBER 5, 2022

My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences. Our customer experience research confirms this, finding that 74% of consumers would switch to a competing company brand if they provided a better customer service experience.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

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

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. Chris is also someone who spends as much time in airports, aircraft and hotels as I do! Tell me a little about your background?

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

SEPTEMBER 15, 2021

How would – or should – your employees act toward the customer and each other? What would your company or business look like if it were that good? . My customers would never have to wait on hold. . I would only hire the best people and train them to take care of our customers. . What would you do differently?

Hotels 168

Hotels Customer Service Training Retail Financial 168

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? I get that you may be a guest of a hotel or a restaurant. Most people would call them customers. She wanted an opinion on why we call the experience a customer experience.

Hotels 155

Hotels Connections Customer Service Training Retail 155

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

JUNE 6, 2022

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. And it all starts with the first contact when the customer visits the website. And often, repeat business leads to customer loyalty.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

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

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? Follow on Twitter: @Hyken.

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. My Comment: Is customer service getting better?

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

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. Small, but what a brilliant customer focused idea. There are some hotels that have figured this out. Where could it be? On the opposite wall!

Hotels 102

Hotels Travel Customer Service Training Customer Focused 102

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? Great insights from Customer Gauge.

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

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. Three words that exhibit a commitment to the customer. Follow on Twitter: @Hyken.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Lagniappe works. Improve Your A.I.M.

Brands 60

Brands Company Customer Experience Banking 60

Comm100

AUGUST 17, 2022

.” “And so, over the years, I have morphed as well into the idea that customer service is as important as it is. And this is a big part of what we do here at my company. Everybody has a customer, whether it be the outside customer or an internal customer. And this goes to exactly what your company does.

Meeting 176

Meeting How To Airlines Virtual Agent 176

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. 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

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.”. Want to “deliver delight” to your customers?

Customer Service 70

Customer Service B2C B2B Guest Experience 70

BirdEye

NOVEMBER 8, 2023

4 business-centric eCommerce review sites you can’t miss Business review sites are one branch of eCommerce review sites where users can share their experiences and feedback about various businesses, including their products, services, and customer service. If you’re wondering, ‘Where can I leave a review for a company that is B2B?’

Ecommerce 58

Ecommerce Travel Hotels Social Media 58

ShepHyken

JANUARY 2, 2023

This is where a customer is surprised about the price. 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. 7 Low-Cost Customer Service Options That a New Business Could Use by StartupGuys.net.

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

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 99

Hotels Conference Meeting Fashion 99

ShepHyken

JULY 10, 2019

By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.” That’s every contact and interaction with the company. How does that affect the customer’s opinion of the rest of the plane?

Hotels 128

Hotels Customer Service Training Customers Examples 128

ShepHyken

MAY 9, 2018

The other day a buddy shared an experience he had with a company that sold him mulch for his yard. I had a similar “I’m sorry” experience when I went to check out at a hotel. Hmm… most hotels I stay at don’t charge for any of these amenities. Yet, at the heart of the issue is that I felt the hotel was “nickel and diming” me.

Hotels 88

Hotels Customer Service Training Training Customer Service 88

Innovative CX

APRIL 1, 2021

When I suggested that perhaps I should just return both cameras and let the company lose money on the sale, the agent told me she would process a return label for me. A global hotel chain agent can’t cancel a reservation due to a major weather event causing thousands of flight cancellations because it’s less than 24 hours until check-in.

Customer Experience 59

Customer Experience Policies Hotels Insurance 59