ShepHyken

DECEMBER 4, 2023

Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. It’s about delivering an experience that exceeds their expectations and is tailored to their unique preferences and needs.

Hospitality 105

Hospitality Tourism Guest Experience Culture 105

Eptica

JULY 15, 2020

Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Published on: July 15, 2020.

Customer Experience 119

Customer Experience Case Study Guest Experience Hospitality 119

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 68

Customer Service Hospitality Hotels Customer Retention 68

Interactions

JULY 24, 2019

We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. For more than a decade, we have been a market leader in building Conversational AI applications for enterprise customer care. The Guest Experience Platform (GXP). That will show ‘em! .

Guest Experience 54

Guest Experience Interaction Social Media Wait Times 54

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother?

Customer Experience 98

Customer Experience Case Study Airlines Guest Experience 98

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. 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. Start by reading this article.

Customer Service 71

Customer Service B2C B2B Guest Experience 71

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

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

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides.

Customer Service 89

Customer Service Guest Experience B2B B2C 89

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

CSM Magazine

MAY 12, 2022

While owning a vacation rental can work in your favor, the key to generating income boils down to quality customer service and experiences. How can you ensure you’re providing the best customer service and experience? A customer’s experience starts when they access information about your vacation rental.

Customer Experience 52

Customer Experience Tips Travel Entertainment 52

ShepHyken

SEPTEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service: Where We Are and Where We Are Going by Fara Haron. My Comment: What does the future of customer service look like? Adding value is definitely part of customer service.

Customer Service 89

Customer Service Contact Center B2B Guest Experience 89

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. If you shoot for 80% guest (customer) satisfaction, you’ll never know the joy of 96%.

Hospitality 142

Hospitality Guest Experience Advertising Culture 142

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Wired and Dangerous

OCTOBER 17, 2016

Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service? As usual dinner was delicious and Lacey’s service was over the top.

Customer Service 70

Customer Service Guest Experience Customers Course 70

ShepHyken

DECEMBER 17, 2019

Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Focus on customer service and the money will follow.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

Magellan Solutions

DECEMBER 4, 2023

The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Significance in the Hospitality Tapestry At the core of exceptional guest experiences lies ongoing management. It connects every step of a guest’s journey. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

ShepHyken

JANUARY 7, 2022

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. He shares the four reasons why businesses should not shy away from customer complaints.

Guest Experience 81

Guest Experience Entertainment Hospitality Culture 81

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is a data-driven guest experience and retention platform focused 100% on building operator-focused tools.

Technology 52

Technology Hotels Guest Experience Hospitality 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! Rather than putting the guests/customers first, put your employees first. How can I create the best guest experience?

Guest Experience 112

Guest Experience Culture Tips Company 112

ShepHyken

JUNE 25, 2019

How can you fix things to make them more convenient for your customers and employees? Even if they’re not your direct competitors, companies like Amazon and Uber have created an expectation of a certain level of guest experience thanks to technology and convenience. When in doubt, always do what’s best for the customer.

Guest Experience 122

Guest Experience Technology Consumers Connections 122

Kustomer

JUNE 9, 2021

A business could be doing everything right, but at some point they will receive a customer complaint. It can be easy to place blame on the customer. But businesses should see the unsatisfied customer as a growth opportunity. In this article, you will uncover three ways customer complaints are actually a blessing.

Tourism 96

Tourism eBook Exceptional Customer Service Guest Experience 96

CSM Magazine

JUNE 15, 2021

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. 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.

Retail 52

Retail Guest Experience Contact Center Consulting 52

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

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

Think Customers

MAY 10, 2016

These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.

Customer Experience 40

Customer Experience Hotels Guest Experience Conference 40

CSM Magazine

AUGUST 22, 2023

One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience. But how can hotels stay on top of their Customer Experience (CX) game using chatbots? The key lies in crafting up-to-date chatbot flows and experiences.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

Alida

OCTOBER 27, 2017

Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Personalization is a big part of the pilot store experience.

Retail 154

Retail Examples e-support Entertainment 154

Wired and Dangerous

MAY 13, 2019

Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service? As usual, dinner was delicious and Lacey’s service was over the top.

Guest Experience 79

Guest Experience Hotels Course Customers 79

Experience Investigators by 360Connext

MARCH 26, 2015

It’s easy to complain about the parts of the travel experience we don’t like, like airplane passengers who ask to switch with me so I could get the middle seat when they want the aisle seat I’m assigned. What are some of the little things that create a happy travel experience for you?

Travel 110

Travel Hotels Guest Experience Airlines 110

Steve DiGioia

AUGUST 5, 2015

I have found, time and time again, that along the “ ladder of success ” comes a withdrawal from the front line of customer service. As one gets higher up the chain of command he/she lowers their concerns of the customer. But what about the customer? Numbers, budgets and marketing take the lead over all else.

How To 100

How To Guest Experience Policies Meeting 100

ShepHyken

OCTOBER 31, 2017

Josh also explains how to recover from service failures and gain loyal customers. If you have customers (and I know you do), this this is a powerful must-listen-to episode of Amazing Business Radio! Validate the customer’s comments even if you don’t agree with what is being said. How can I eliminate customer complaints?

Tourism 107

Tourism Entertainment Guest Experience Hospitality 107

CSM Magazine

MARCH 27, 2023

However, even a stunning venue can be overshadowed by subpar service staff. The key to having successful events is having a team that pays attention to detail and makes sure that your guests’ experience is as pleasant and stress-free as possible. Prioritize Personality Of course, it’s not just about experience.

Guest Experience 52

Guest Experience Hospitality Customer Satisfaction Communication 52

CSM Magazine

JUNE 13, 2024

As hospitality professionals, you’re likely aware that exceptional customer service is no longer just a nice-to-have—it’s a must. Let’s explore some of the latest trends shaping the way hotels enhance guest experiences. Personalized Experiences Guests today expect more than just a place to sleep.

52

52

Magellan Solutions

JUNE 10, 2021

Excellent customer service means never allowing the concierge desk to sit empty. From customized virtual receptionist services for vacation home rentals, and bed and breakfasts. We work with you to create the ultimate guest experiences. Our virtual receptionists are on call to support your dining services.

Hotels 52

Hotels Entertainment Hospitality Call Center Solutions 52

Avaya

MARCH 13, 2017

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. So, why do 65% of customers still believe they put in more effort than a brand to resolve service issues?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

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. Branded Customer Experience. What memories do you give your customers to tweet about?

Brands 113

Brands Hotels Leadership Guest Experience 113