ShepHyken

OCTOBER 31, 2017

With more than 12 years of experience in the Hospitality, Tourism, and Attractions Industry, Joshua specializes in guest experience training, feedback analysis, mystery shopping, and quality assurance consulting.

Tourism 106

Tourism Entertainment Guest Experience Hospitality 106

Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Brands 113

Brands Hotels Leadership Guest Experience 113

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Micah even discusses how technology has and will change the guest experience.

eBook 60

eBook Hospitality Culture Hotels 60

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. Revolutionary Thinking on Customer Loyalty.

Hotels 119

Hotels Guest Experience Hospitality Social Media 119

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

Bill Quiseng

JANUARY 16, 2017

This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. Using the entertainment analogy of “onstage” and “offstage”, cast members are constantly reminded the importance of recognizing they are “onstage” every time they step into a guest area.

Entertainment 60

Entertainment Guest Experience Culture Hotels 60

Experience Investigators by 360Connext

SEPTEMBER 1, 2015

Experience is Always Personal appeared first on Customer Experience Consulting. We were seriously beat, and looking for something much more low-key than our usual trip to a theme park. We just wanted […]. The post Do WE Belong?

Consulting 110

Consulting Customer Experience Travel Guest Experience 110

Service Untitled

MARCH 20, 2009

Service Untitled The blog about customer service and the customer service experience. Possibly Related Posts: Customer service experience with Comcast I live in a community with a Homeowner’s Association, and. Have a great weekend!

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Kustomer

SEPTEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CX expert, Justin Robbins. Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. TRANSCRIPT. Intro Voice: (00:04). Thanks, Gabe.

Effort Score 98

Effort Score Contact Center Self Service Metrics 98

Michel Falcon Experience

APRIL 11, 2019

I called the name of my company Falcon Consulting Group, because preemptively, I thought there was going to be tons of employees and a dope office. We’re going to ask them two questions to understand would this person take ownership over the guest experience? I just looked at him sideways, like, “Mother,” right?

Culture 60

Culture Leadership Hospitality Meeting 60