Magellan Solutions

JANUARY 19, 2024

The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience. It makes guests feel genuinely appreciated and looked after. Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

ShepHyken

JULY 16, 2019

Putting People First to Achieve an Exceptional Customer Experience. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! Define your company’s core values and culture first. Rather than putting the guests/customers first, put your employees first. What is the Question?

Guest Experience 111

Guest Experience Culture Tips Company 111

Customer Bliss

OCTOBER 25, 2018

You’ll also hear from Lee West , Pastor of Guest Experiences at Gateway Church , who shares how his personal experience witnessing new church member isolation inspired him to map a welcoming strategy to make these new members feel more included and engaged with the community. Inspire what you want to be delivered. -

System 162

System Hospitality Customer Experience Guest Experience 162

SurveySparrow

DECEMBER 20, 2018

When your employee snarks at your customer or is not generally positive, do you think the blame is on your employee alone? Customers identify your company with the employees they happen to get in contact with, making it your most important touch-point. The Best Company Culture Ideas. Employees are your company’s advocates.

Culture 69

Culture Company Policies Employee Engagement 69

Stella Connect

JANUARY 18, 2022

In the early stages of my career I analyzed my interactions with brands, products or services, looking for common themes — a crazy-making activity that eventually led to my first book, The Ten Principles Behind Great Customer Experiences. What makes creating great customer experiences so difficult in practice?

Customer Experience 102

Customer Experience Contact Center Guest Experience Training 102

Kayako

SEPTEMBER 26, 2019

It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates. The business of customer service is emotional.

Communication 130

Communication How To Culture Customers 130

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. My approach to customer experience strategies to grow a business. I said, “I want to build this experience design company for employees and customers in culture.”

Culture 60

Culture Leadership Hospitality Meeting 60

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

ImprintCX Articles

NOVEMBER 6, 2023

Exceptional organizations focus on developing and continuously innovating their culture, it doesn’t just happen on its own. If you create an exceptional culture centered on shared value and take care of your team, they will take care of your business. Q: What is your most favorite customer experience memory?

Entertainment 52

Entertainment Culture Sports Guest Experience 52

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Understanding Customer Experience Design What is CX design, you ask?

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

CSM Magazine

JUNE 15, 2021

In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights. Prior to that, he led insights teams for several years. About Avtex.

Retail 52

Retail Guest Experience Contact Center Consulting 52

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps. They want it?

Hotels 52

Hotels Marketing Guest Experience Travel 52

Michel Falcon Experience

NOVEMBER 20, 2019

My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. We want all our team members to take ownership of the guest experience and their professional development. Michel Falcon and Melissa Smilie, a People-First Culture hire. But, guess what….

Employee Engagement 89

Employee Engagement Engagement Culture Guest Experience 89

Storyminers

APRIL 24, 2018

Businesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. They generate greater value for customers and shareholders at the same time because they anticipate needs and all but eliminate waste. BUSINESS DESIGN.

Case Study 100

Case Study Study Culture Guest Experience 100

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

Storyminers

APRIL 24, 2018

Businesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. They generate greater value for customers and shareholders at the same time because they anticipate needs and all but eliminate waste. BUSINESS DESIGN.

Case Study 100

Case Study Study Culture Guest Experience 100

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. How do we train customers to ask for the service? Hint: they don’t.

Sales 113

Sales Hospitality Guest Experience Culture 113

Experience Investigators by 360Connext

JULY 16, 2019

Do you know your customer experience strategy? I talk to many leaders about their customer experience strategy, and confidence in CX execution is a consistent concern among them. There is fanfare around customer experience ideas. Not enough to make a difference to your customers. But then what?

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Now, what is it that your customers care about the most?

Hospitality 60

Hospitality Customer Experience Banking Sports 60

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. If you ask loyal customers and me to describe Marriott in one word, we would respond with “Consistency.” Now picture a technician pulling up into a customer’s driveway.

Entertainment 60

Entertainment Guest Experience Hotels Culture 60

Clarabridge

MAY 4, 2017

Coming off of the heels of a noteworthy first day and a night of ‘getting into the groove’ with an eighties cover band at LIV Nightclub, Day 2 of Clarabridge Customer Connections (C3) Conference did not disappoint! HCSC and Northridge Group Break Down the Importance of an Effortless Experience. Enter Clarabridge.

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

Alida

JANUARY 26, 2017

Owner Arthur Blank has instilled a culture of fan-centricity, mandating everyone in the organization to deliver a superb experience. Instead of obsessing over the ROI of everything, the company believes that dollars and cents will work themselves out later if the fan experience comes first. “We

Sports 90

Sports Entertainment Tips Guest Experience 90

Playvox

APRIL 14, 2022

Service standards help to establish positive and effective interactions between a customer and a business. For example, in a restaurant, customers expect a level of promptness, friendliness, service-mindedness, and food-oriented knowledge. A large part of their customer experience success is due to careful workforce planning.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Employees are supposed to focus on helping customers, not selling products.

Customer Focused 40

Customer Focused Company Airlines Culture 40

NetBase

MARCH 2, 2020

And this insight helped them develop new content to drive reconsideration through cultural relevance, which included a humorous tip of the hat to the pumpkin spice trend that comes around every fall. Wingstop customers alone consumed 17.9 As a result, customer net sentiment on game day 2020 jumped an amazing +7% from 2019 game day.

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

LiveChat

FEBRUARY 15, 2016

Poor customer experience is more expensive than we think. 78% of consumers won’t make a purchase in your store if they’ve had a bad experience in the past. And, as you can expect, it’s not easy to compensate these customers for it. They will usually need 12 positive experiences to make it up for the negative one!

Customer Service Training 28

Customer Service Training Training Customer Service Exercises 28

ReviewTrackers

JULY 27, 2017

This “trauma” refers to instances of poor customer service that leaves diners feeling neglected, ignored, or undervalued. It’s worth remembering that a negative review is just the communication of a bad experience, so your goal in fighting bad reviews is to eliminate bad experiences, not bad reviewers.

Training 50

Training Communication Poor Customer Service Guest Experience 50

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! You can follow any responses to this entry through the RSS 2.0

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. Put the Customer at the Center.

Effort Score 98

Effort Score Contact Center Self Service Metrics 98

Service Untitled

FEBRUARY 8, 2012

Brands Keys Customer Loyalty Engagement Index sets Dunkin’ Donuts as number one in customer loyalty for the coffee category. The coffee category included ratings on consumer preferences, the consistency of meeting customer expectations for taste, quality, service, and brand value.

Rewards Programs 47

Rewards Programs Guest Experience Brand Values Policies 47