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 125

Hotels Touchpoint Customer Service Training Tips 125

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 152

Hotels Customer Service Training Customers Training 152

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. The old saying, “It costs less to keep existing customers than to chase after new ones,” comes to mind.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

Stella Connect

JANUARY 9, 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.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

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. None of us want to experience a lower level of service. It’s not something any company wants, but it’s become a reality for some. They have no choice. .

Poor Customer Service 146

Poor Customer Service Hotels Customer Service Training Customer Service 146

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

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

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 155

Customer Service Guest Experience Loyalty Programs Hospitality 155

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 167

Hotels Customer Service Training Retail Financial 167

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

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

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 154

Hotels Connections Customer Service Training Retail 154

ShepHyken

MARCH 10, 2024

When you hear the words “surge pricing,” companies like Uber come to mind. Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

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

Eptica

JULY 29, 2020

These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?

Customer Experience 98

Customer Experience Case Study Airlines Guest Experience 98

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

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

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 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

DECEMBER 13, 2018

Double down on customer service training. Training is essential in the foundations of superior customer service and in specific standards and protocols. But I’ve never encountered a company that succeeds in giving superior customer service without giving this step their full attention and commitment.

Survey 215

Survey Customer Service Guidelines Comparison 215

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

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

Vonage

NOVEMBER 11, 2015

Some companies are taking the lead with great digital service like Computers.com and Amazon.com. Others are falling far behind and are letting their customer service quality falter as a result. A friend of mine had a complaint about the service, or lack thereof, at a local hotel. Your Service.

Customer Service 120

Customer Service Hotels Fashion Culture 120

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

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

MAY 9, 2018

The other day a buddy shared an experience he had with a company that sold him mulch for his yard. Dropping the mulch off in the backyard is considered white-glove service. 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.

Hotels 88

Hotels Customer Service Training Training Customer Service 88

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

ShepHyken

FEBRUARY 12, 2024

My Comment: It has never been easier to personalize an experience for your customers. In the past, personalization was about grouping customers into groups. Typically, a company or brand would have four to six groups. They want to have their preferences identified and experiences customised. Connect with Shep on LinkedIn.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

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

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 69

Customer Service B2C B2B Guest Experience 69

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

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

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

OCTOBER 16, 2019

I once received a survey before I even left the property of a hotel I was staying at. I’ve received surveys two weeks after my experience with a company. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Don’t wait too long to send the survey.

Survey 99

Survey Hotels Customer Service Training Feedback 99

ShepHyken

OCTOBER 5, 2016

After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. However, there is a place for WOW in the day to day focus on delivering great customer service.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

MAY 16, 2018

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. It starts with how leadership wants their employees to feel about working for their company. Is it marketing?

Employee Experience 95

Employee Experience Hotels Video Culture 95