ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. I agree that customers are more demanding than ever.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Welcome to CX 101.

B2C 78

B2C Customer Service Training Hospitality Training 78

Micah Solomon

OCTOBER 18, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition?

Customer Service Training 40

Customer Service Training Training Customer Service Hospitality 40

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 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? Both of these authors have a hospitality background. Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer.

How To 169

How To Hotels Hospitality Transportation 169

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. And yet, they happen.

Customer Service 92

Customer Service Hospitality Ecommerce Loyalty 92

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. How has the ongoing digital evolution impacted how customers view patience today? Here are my top five picks from last week.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year.

Customer Service 70

Customer Service Hospitality e-support eBook 70

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy! And, guess what?!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. Managing the reception and registration process in a hospital is tricky. He was in excruciating pain.

Hospitality 82

Hospitality Customer Service Training Training Customer Service 82

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. What if they looked beyond the competition? Follow on Twitter: @Hyken.

Industry 156

Industry Hospitality Customer Service Training Leadership 156

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. He was kind enough to take time out to answer our questions.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. The Lesson: Never take your eye off your customers. Stay focused on doing the right thing for your customers, and they will stay focused on you. The post Never Take Your Eyes Off the Customer appeared first on Shep Hyken.

Hospitality 130

Hospitality Customer Service Training Customers Tips 130

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. My Comment: How do you improve the ratings your customers give you?

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

Service Untitled

MARCH 28, 2012

In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. Here is just a sampling of what patients are asked: Did the nurses and doctors communicate well during your hospital stay?

Hospitality 49

Hospitality Customer Service Customer Service Representative Customer Satisfaction 49

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences.

Customer Service 63

Customer Service Employee Experience B2C Hospitality 63

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. Customer Service Acronyms You Need to Know.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

Bill Quiseng

OCTOBER 26, 2020

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them.

Guidelines 183

Guidelines Exceptional Customer Service Hospitality Leadership 183

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer.

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Customer Service 101

Customer Service Hotels Hospitality Government 101

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you. by Jon Picoult.

Customer Service 90

Customer Service Retail Interaction Hospitality 90

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. 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.

Customer Service 140

Customer Service Loyalty Programs B2B Competitive Advantage 140

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A good customer support experience drives loyalty. (We Customer Experience by Tyler Gallagher.

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

AUGUST 31, 2022

So, why is this important to the world of customer service and customer experience? . I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. He said that he was working with a hospital that was building an addition. Pegasus is a mythical winged flying horse.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

Vonage

NOVEMBER 24, 2016

But what a challenge for committed service providers! Creating a customer service culture that works can be done. Should your customer service culture be reserved and polite, or outgoing and friendly? What pleases one customer may easily disturb another. Acknowledge the person. Make a positive gesture.

Culture 120

Culture Customer Service Entertainment Hospitality 120

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Consulting Customer Service Training 49

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. So what’s not to like?’’.

Leadership 68

Leadership Customer Service Hospitality Hotels 68