ShepHyken

JUNE 6, 2022

15 Foolproof Strategies For Encouraging Repeat Purchases by Forbes Business Council. Forbes) 15 Forbes Business Council members shared some foolproof methods businesses can use to persuade customers to purchase products again. The first tip reminded me of a strategy where customers send in videos about how they use products.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

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 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

ShepHyken

FEBRUARY 2, 2022

This was a great way to keep the valets busy during slower times and make them some extra money when the customers generously tipped them for an amazing experience. . Certain hotels used to offer a shoe-shine service while you were asleep. So, I started thinking about other ways I’ve seen this concept in practice. .

Hotels 126

Hotels Touchpoint Customer Service Training Tips 126

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 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

JANUARY 31, 2023

It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Follow on Twitter: @Hyken

Customer Service 140

Customer Service Customer Experience Hotels Customer Service Training 140

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

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Tips 123

Tips Self Service Hotels Customer Service Training 123

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

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 147

Poor Customer Service Hotels Customer Service Training Customer Service 147

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 168

Hotels Customer Service Training Retail Financial 168

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

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 123

Survey Rewards Programs Airlines Hotels 123

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. Same for CX.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

ShepHyken

MARCH 31, 2020

They discuss his book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise , and strategies for hiring the right team, building the right service vision and delivering an unparalleled customer experience. The greatest driver of customer satisfaction is just being nice.

Hotels 64

Hotels Customer Satisfaction Loyalty Leadership 64

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). by AJ Agrawal .

Social Media 76

Social Media Customer Service Hotels Hospitality 76

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? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 140

Customer Service Loyalty Programs B2B Competitive Advantage 140

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 51

Net Promoter Score Customer Service Hotels Effort Score 51

Innovative CX

APRIL 1, 2021

A global hotel chain agent can’t cancel a reservation due to a major weather event causing thousands of flight cancellations because it’s less than 24 hours until check-in. Instead, the agent must contact hotel directly and ask permission while the customer waits on the phone. We apologize for any inconvenience.”

Customer Experience 59

Customer Experience Policies Hotels Insurance 59

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 96

Employee Experience Hotels Video Culture 96

Beyond Philosophy

JULY 30, 2015

I’ll explain by using some examples from a hotel room. The nature of my job means I spend a lot of time in hotel rooms. So while it might seem I am picking on them, the truth is I just have a lot of experience dealing with hotels and the “little things” that make an experience what it is there. Am I just hacked off at hotels?

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

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

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 128

Hotels Customer Service Training Customers Examples 128

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 114

Customer Service Poor Customer Service Tips Hotels 114

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 87

Customer Service Self Service Customer Centricity Video 87

BirdEye

NOVEMBER 8, 2023

Beyond featuring positive reviews and reputation building of a brand, these offer assessments of various ad agencies, marketing strategies, and campaigns. Authentic reviews for a hotel business help them build credibility, and customers will likely book that place. Here are the top two your business must be listed on: 32.

Ecommerce 57

Ecommerce Travel Hotels Social Media 57

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

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. The front desk clerk was so enthusiastic.

Hotels 103

Hotels Customer Service Training Course Training 103

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 99

Survey Hotels Customer Service Training Feedback 99

Customer Bliss

JULY 6, 2018

It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.

Resources 100

Resources Case Study Comparison Hospitality 100

ijgolding

JANUARY 19, 2016

Now that is not actually true (he says quickly contradicting himself) – regular readers of my ramblings will now that I am always very quick to point out that all organisations since their inception have been delivering Customer Experiences – so technically, the first ever business to be created was the ‘founder’ of Customer Experience….

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

SurveySparrow

JUNE 30, 2023

The Power of Customer Experience (CX) Design: Why It Matters At its core, customer experience design is about putting your customers at the heart of your business strategy. By designing remarkable customer experiences, you can turn your customers into brand advocates, amplifying your reach and attracting new customers.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

ShepHyken

JANUARY 22, 2023

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. I asked seven world-famous customer experience gurus to share their secrets for being well served.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Why Should You Adopt a Proactive Customer Service Approach?

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Customer Bliss

APRIL 7, 2016

If you’re going to grow, you’ve got to find ways to get out there, connect with customer needs, to deliver against their needs and wants. In all the classes I teach, we circle around these points because they’re really the foundations, in a way, of a growth strategy. Growth is really about the customer. Of course.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

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 65

Customer Service Hospitality Virtual Agent Loyalty 65

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Customer Centricity 100