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.

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

ShepHyken

MARCH 10, 2024

He always offers up powerful and usable ideas, and this time, he’s sharing how to create a customer-focused culture. Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. When you hear the words “surge pricing,” companies like Uber come to mind.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

CSM Magazine

JANUARY 24, 2019

Customer: “This is insane! I called yesterday to cancel my hotel reservation because my flight was canceled – and you still charged my card!”. Customer: “Yes. As soon as I saw that my flight was canceled and that I wouldn’t get into Austin last night, I called the hotel and told them what happened. Pause For a Beat.

Hotels 68

Hotels How To Customer Service Training Training 68

Eptica

JULY 29, 2020

These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience? You might also be interested in these posts: Why now is a great time to optimise your customer service - Part 2: Analyse your business.

Customer Experience 98

Customer Experience Case Study Airlines Guest Experience 98

ShepHyken

JUNE 6, 2022

Below are their tried-and-true tips to get customers interested and hold their attention. My Comment: Just as the title of the article implies, here are 15 great ideas from the Forbes Business Council on how to encourage your customers to come back. Even the best offer is not complete if it does not include service models.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

JANUARY 21, 2024

Let’s start with the first one, which I think should intrigue you to want to read the entire article: Service experiences are becoming indistinguishable from product experiences. Product quality is important – and so is the customer service and experience that goes along with it! Connect with Shep on LinkedIn.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

Vonage

DECEMBER 13, 2018

I think a big cause of this procrastination is not knowing how to improve. Build out your broad-based customer service standards and guidelines. . Create a short, bedrock statement of principles: your customer service constitution. Double down on customer service training. It will pay off.

Survey 215

Survey Customer Service Guidelines Comparison 215

ShepHyken

MARCH 28, 2022

The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? Follow on Twitter: @Hyken.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

Vonage

NOVEMBER 11, 2015

Others are falling far behind and are letting their customer service quality falter as a result. A friend of mine had a complaint about the service, or lack thereof, at a local hotel. He visited the hotel’s website and wrote to the “feedback” email address provided. Your Service” books and founder of UP!

Customer Service 120

Customer Service Hotels Fashion Culture 120

ShepHyken

APRIL 8, 2019

(NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? Several government agency rock-stars met to discuss how to improve customer service.

Customer Service 101

Customer Service Hotels Hospitality Government 101

Vonage

MARCH 6, 2017

For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. If you’ve been following my work, you know I’m a big fan of The Ritz-Carlton hotel chain’s nine-word promise – or motto as they call it. It’s not quite as public as a tagline, but it is just as powerful. “

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

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

FEBRUARY 12, 2024

Today’s version of personalization is referred to as hyper-personalization, and thanks to inexpensive AI-powered programs, you’re now able to understand individual customer’s preferences, needs, buying patterns, etc. Beyond Transactions: How to Build Lasting Client Partnerships by Lisa D. Connect with Shep on LinkedIn.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

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? What Makes an Optimal Customer Experience in 2021? by Max Starkov. Same for CX.

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

ShepHyken

JULY 10, 2019

Because the captain had forgotten to bring his immigration documentation and had to retrieve it from his hotel. I joked with her and said, “I hope he hasn’t forgotten how to fly the plane!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Hotels 128

Hotels Customer Service Training Customers Examples 128

Myra Golden

MARCH 17, 2017

How to handle a customer’s credit card. It was a debit card, actually, and I knew I had more than enough money to cover a few nights in a hotel in Ontario. “I In just a few hours I had bought coffee in Tulsa, dined at Wolfgang Puck in Dallas, and now I’m in Toronto checking into a hotel. Story highlights.

How To 58

How To Banking Hotels Travel 58

ShepHyken

MARCH 13, 2019

That brings us to my friend Dave Simon, former owner of Dave Simon’s Rock School, who’s taught thousands of kids how to play music and perform in a band. He was staying at a nice hotel in Japan. Jeff said of his gesture, “Trying to practice being amazing, even when I’m the customer!”. Follow on Twitter: @Hyken.

Hotels 113

Hotels Customer Service Training Study Customer Service 113

ShepHyken

AUGUST 1, 2022

These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Being the Ritz Carlton of Your Industry: How to Deliver Delight by Joseph Michelli, Ph.D. Linkedin Pulse) The Ritz-Carlton Hotel Company carries an experience excellence mystique. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

SEPTEMBER 3, 2018

(Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. SmartGuests) Learn the top 5 hospitality phrases you can say to build trust, engagement and bonds with your customers. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

DECEMBER 28, 2020

I’ve always posed the question to my clients with loyalty programs, “If you took away the points and perks, would the customer still want to do business with you?”. Excellent Customer Service? Predictions: 10 Customer experience trends for 2021 by Rosalyn Page. It Starts at the Top! by By Brenda Fields.

Customer Service 140

Customer Service Loyalty Programs B2B Competitive Advantage 140

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Here’s How to Cultivate It. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. by Matt Bertram.

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

Myra Golden

FEBRUARY 21, 2017

Before all of my onsite customer service training workshops, I like to listen to a random sample of calls between employees and customers. This call review helps me to know exactly where to focus in my training. If you’re ready to take your customer experience to the next level, check out my eLearning.

Customer Service Training 64

Customer Service Training Hotels Training Customer Service Representative 64

ShepHyken

APRIL 3, 2017

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). 10 Traits of a Great Hotel Front Desk Agent by Rupesh Patel. SmartGuests) How do we know if the front desk person we just hired is the right fit for the job?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

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

ShepHyken

NOVEMBER 19, 2018

There was a stat in the article that caught my eye: “On average, US customers spend more than thirty hours per year on the phone with customer support.” How to Find Value in Every Customer by Knowledge@Wharton. How Human-Centric Design Thinking Can Improve the Customer Experience by Kindra Cooper.

Customer Service 87

Customer Service Self Service Customer Centricity Video 87

ShepHyken

JUNE 24, 2019

Poor customer service can impact more than just those who experience it by Kristen Dalli. Consumer Affairs) Most consumers can relate to either seeing or experiencing poor customer service, whether it’s at a restaurant, hotel, or the grocery store. I’m honored to be quoted in this report.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

Vonage

JANUARY 27, 2016

This is not the way to improve customer service quality! A sparkling new hotel opened in a major capital city. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. Physical exercise?

Customer Service 120

Customer Service Airlines Hotels Exercises 120

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. 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

ShepHyken

APRIL 24, 2017

Keeping up with our customers’ expectations is crucial to the future of our business! How To Power A Better, More Personalized Customer Experience by Manuel Vellon. Cassie writes about how what she is doing to help her organization develop a customer service culture. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

JANUARY 8, 2018

No doubt that bots are getting better at interacting with customers, especially simple interactions like changes of addresses or frequently asked questions. I like that this article emphasizes that companies that learn how to use AI-powered bots supported by human “escape hatches” will provide a better experience.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

JULY 4, 2016

3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? My Comment: Twitter has become a viable and popular customer service channel. Here are three tips to help you do just that.

Customer Service 81

Customer Service Culture Hotels Tips 81

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. Delivering a concierge style of service implies that the customer will be receiving a higher level of service.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

ShepHyken

DECEMBER 7, 2016

For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. If you’ve been following my work, you know I’m a big fan of The Ritz-Carlton hotel chain’s nine-word promise – or motto as they call it. It’s not quite as public as a tagline, but it is just as powerful. “

Customer Service 48

Customer Service Hotels Customer Service Training Culture 48

Myra Golden

AUGUST 30, 2017

In an hour I’ll be in front of my hotel to meet my Uber driver. I’m here to deliver training on how to handle irate customers. I get to spend 4 hours this morning doing what I love: Teaching, sharing my energy, and engaging a roomful of people who have chosen to serve customers for a living.

Course 40

Course Hotels Travel Training 40

Up Your Service

MARCH 24, 2015

LUX* Resorts & Hotels excels at acknowledging employee achievements. Then, at a companywide gathering at the end of the year, the STARs are honored, and each hotel awards a STAR Team Member of the Year. When most companies set out to fix their service issues, they start with customer-facing employees. goes a long way.

Tips 40

Tips Hotels Culture Customer Service Training 40

Myra Golden

SEPTEMBER 13, 2016

It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. What they need is a Basic Customer Service Training “intervention” on how to speak with friendliness, warmth and concern – and in exactly 16 days they will get it.

Culture 56

Culture Hotels Training Contact Center 56

Myra Golden

SEPTEMBER 13, 2016

It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. What they need is a Basic Customer Service Training “intervention” on how to speak with friendliness, warmth and concern – and in exactly 16 days they will get it.

Culture 40

Culture Hotels Training Contact Center 40