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

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 78

Self Service Customer Service Airlines Touchpoint 78

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. It proves Katie was listening to her customer.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

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

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 157

Customer Service Guest Experience Loyalty Programs Hospitality 157

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !

Customer Service 60

Customer Service Self Service Trends Loyalty Programs 60

Vonage

MARCH 6, 2017

Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. They are obviously passionate about their clients.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

Vonage

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. 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.

Survey 215

Survey Customer Service Guidelines Comparison 215

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

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Self Service 67

Self Service Customer Service Social Media Ecommerce 67

ShepHyken

JULY 11, 2023

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118

Hotels Customer Service Training Course Communication 118

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. I would love to get some service-related feedback. My hotels have struggled this year with our service scores. Do you provide ongoing reinforcement or training to keep your employees guest-focused? .

Hospitality 166

Hospitality Customer Experience Hotels Feedback 166

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

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Is it possible?

How To 169

How To Hotels Hospitality Transportation 169

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. And don’t think customers won’t notice.

Culture 154

Culture Hotels Customer Service Training Training 154

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

Stella Connect

JANUARY 9, 2018

After falling in love with the bedsheets in their Las Vegas hotel room and reeling at the $800 price tag, founders Rich and Vicky researched the main cost drivers (middleman markups, mostly) and set out to find a way to make high-quality bedding affordable. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

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 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

JULY 15, 2020

I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort. I was staying at a hotel that had an executive lounge. When I was leaving the hotel the next day, the front desk clerk said, “We have a package for you.”

Hotels 154

Hotels Customer Service Training Customers Training 154

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 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty? Here’s How to Cultivate It.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

Vonage

NOVEMBER 11, 2015

Some companies are taking the lead with great digital service like Computers.com and Amazon.com. 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. Your customers won’t either!

Customer Service 120

Customer Service Hotels Fashion Culture 120

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. My Comment: Repeat customers are gold.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

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 141

Customer Service Loyalty Programs B2B Competitive Advantage 141

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 102

Customer Service Hotels Hospitality Government 102

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. My customers would never have to wait on hold. .

Hotels 168

Hotels Customer Service Training Retail Financial 168

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

Vonage

NOVEMBER 24, 2016

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. But what a challenge for committed service providers! Creating a customer service culture that works can be done.

Culture 120

Culture Customer Service Entertainment Hospitality 120

ShepHyken

APRIL 4, 2023

For most of my life – until the recent past – the customer wasn’t expected to tip. 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.

Tips 124

Tips Self Service Hotels Customer Service Training 124

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level. by John Walls.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. I never knew I wanted that.”

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

Bill Quiseng

JULY 28, 2014

My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Marriott Hotel in Washington, D.C., Marriott’s leadership mantra, ““Take care of your employees, and they’ll take care of your customers.” Service From the Customer’s Perspective.

Customer Service 143

Customer Service Hotels Social Media Software 143

Vonage

JANUARY 27, 2016

If you want to improve customer service quality, every decision needs to be made with clients in mind. This is not the way to improve customer service quality! A sparkling new hotel opened in a major capital city. Obviously not to improve customer service quality. And no baggage trolleys are provided.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

ShepHyken

SEPTEMBER 2, 2020

What do you call your customers? Do you call them “customers”? Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? I get that you may be a guest of a hotel or a restaurant. Most people would call them customers.

Hotels 156

Hotels Connections Customer Service Training Retail 156

ShepHyken

FEBRUARY 2, 2022

We received some great feedback, and it got me thinking of other ways to surprise our customers. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell. Certain hotels used to offer a shoe-shine service while you were asleep.

Hotels 126

Hotels Touchpoint Customer Service Training Tips 126

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

DECEMBER 8, 2021

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . The result is that companies are forced to “skimp” on the quality and service customers have come to expect.

Poor Customer Service 148

Poor Customer Service Hotels Customer Service Training Customer Service 148