ShepHyken

JANUARY 25, 2021

(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. ” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries. Follow on Twitter: @Hyken.

Customer Service 158

Customer Service Guest Experience Loyalty Programs Hospitality 158

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. Customers will overlook certain issues when there’s transparency, a flow of information, and the effort to create an excellent customer service experience. .

Poor Customer Service 149

Poor Customer Service Hotels Customer Service Training Customer Service 149

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . I would only hire the best people and train them to take care of our customers. . We would make them feel like they were a guest at a fine hotel or restaurant.

Hotels 169

Hotels Customer Service Training Retail Financial 169

ShepHyken

JUNE 6, 2022

And when an expert at John’s level shares commentary on one of the most iconic brands in the service and CX world, we have to pay attention. 15 Foolproof Strategies For Encouraging Repeat Purchases by Forbes Business Council. The first tip reminded me of a strategy where customers send in videos about how they use products.

Customer Service 68

Customer Service Loyalty Programs Hotels Loyalty 68

ShepHyken

SEPTEMBER 5, 2022

The Remarkable Customer Experience Recovery System and Digital Transformation by Are Morch. Hospitality Net) In the hotel industry, we have traditionally emphasized customer service and customer service recovery. When you see the word hotel in this article, just mentally swap it with the word “business.”

Net Promoter Score 68

Net Promoter Score Customer Service Hospitality Hotels 68

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., You must let your customers know you are listening to them! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Survey 124

Survey Rewards Programs Airlines Hotels 124

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 99

Hotels Customer Focused Policies Customer Service Training 99

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? by John Walls.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

OCTOBER 11, 2021

What’s interesting is that the Champions category more than doubled from 6% to 14%, which tells me more companies see the benefit of customer experience. Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? I’ve said this many times before: Customer service is not a department.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

DECEMBER 28, 2020

We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make. The author also shares a few ideas on a gifting reward strategy. Excellent Customer Service? For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 142

Customer Service Loyalty Programs B2B Competitive Advantage 142

ShepHyken

JULY 10, 2019

Because the captain had forgotten to bring his immigration documentation and had to retrieve it from his hotel. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Hotels 129

Hotels Customer Service Training Customers Examples 129

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. 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. Or, does it measure up to the experience you would want your customers to have?

Employee Experience 97

Employee Experience Hotels Video Culture 97

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 101

Hotels Conference Meeting Fashion 101

ShepHyken

OCTOBER 16, 2019

I once received a survey before I even left the property of a hotel I was staying at. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Survey 101

Survey Hotels Customer Service Training Feedback 101

ShepHyken

JUNE 24, 2019

My Comment: If you want customers to come back, they must have confidence that the experience they have with you will be consistent and predictable. This article focuses on one of the key strategies in driving customer confidence, and that’s creating trust. Numbers one, two and four are non-negotiable.

Customer Service 115

Customer Service Poor Customer Service Tips Hotels 115

ShepHyken

NOVEMBER 19, 2018

How to Find Value in Every Customer by Knowledge@Wharton. Knowledge@Wharton) The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value is designed to guide businesses to the next level, where success is measured beyond mere dollars. Follow on Twitter: @Hyken.

Customer Service 88

Customer Service Self Service Customer Centricity Video 88

ShepHyken

APRIL 3, 2017

The concept of internal customer service is important, yet it is often overlooked as part of the customer service and experience strategy. This short article makes the case for why internal service is important and teaches us a few questions we should be asking our fellow employees (internal customers).

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

MAY 10, 2017

I recently checked into a hotel in Chicago. It’s a dangerous strategy. You may get the customer once, but they may not come back when they realize you didn’t keep your promise. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Hotels 104

Hotels Customer Service Training Course Training 104

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? by John Walls.

Net Promoter Score 52

Net Promoter Score Customer Service Hotels Effort Score 52

ShepHyken

JANUARY 8, 2018

(What’s happening inside your organization is felt on the outside by your customers!). 5 Strategies for Delivering a Seamless Customer Experience by ShaDrena Simon. iQmetrix) A seamless omnichannel experience means that whether online or offline, your customer sees the same branding, structure, values, and tone.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. LinkedIn) Hotel people like yourself are the reason why others can take their mind off troubles and get a comfortable night’s sleep (even though their house is under water or completely destroyed).

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

ShepHyken

JANUARY 22, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. My Comment: This excellent article focuses on strategies and tactics to consider for your call center. Next is my commentary on self-service and convenience, featuring findings from our customer service research.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

OCTOBER 5, 2020

” I always say, “A concierge in a busy upscale hotel.” Delivering a concierge style of service implies that the customer will be receiving a higher level of service. And, in most businesses, that is the type of experience that could get the customer to come back – and maybe even become loyal!

Customer Service 66

Customer Service Hospitality Virtual Agent Loyalty 66

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

SEPTEMBER 19, 2018

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. I sat down at an open seat in the hotel lobby and noticed that my oatmeal looked more like soup that oatmeal. They had instant oatmeal in a cup.

Hotels 23

Hotels Exercises Conference Customer Service Training 23

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JANUARY 23, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. My Comment: This excellent article focuses on strategies and tactics to consider for your call center. Next is my commentary on self-service and convenience, featuring findings from our customer service research.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

SmartKarrot

FEBRUARY 15, 2022

is an internationally recognized customer experience consultant. Having served the industry for over 25 years, Franz helps firms build transformational CX strategies. Franz hosts top customer experience thought leaders on the chat and shares their perspectives, tips, and workarounds regarding customer experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn: [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JULY 11, 2018

I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them. What the Crowne Plaza Lansing did was different. From your friends at the Crowne Plaza.

Customer Experience 4

Customer Experience Hotels How To Travel 4

ShepHyken

MARCH 8, 2021

Automation and technology can play an important role in that strategy. 16 Tips For Boosting Customer Satisfaction With Happier Employees by Forbes Coaches Council. Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. pandemic).

Customer Service 141

Customer Service Hospitality Airlines Infographics 141

ShepHyken

AUGUST 22, 2022

(Facility Executive) The hospitality industry is fueled by happy customers. If guests have a great experience, they’re more likely to return and recommend the hotel to friends, family, and colleagues. If they don’t, the hotel will lose them and their circle of contacts as customers. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14

ShepHyken

JULY 9, 2018

The Accidental Customer Experience by Ian Golding. CustomerThink) I often write my blog posts and articles whilst traveling on either a train or an airplane. My Comment: Customer experiences should not happen by accident. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84