Who's Your Gladys?

JULY 15, 2015

We love tapping into the experience of successful customer-focused business leaders. That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan. It’s an audience that expects only the best.

Hotels 100

Hotels Customer Service Automotive Travel 100

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. I returned calls and emails quickly. And I met deadlines.

Customer Service 138

Customer Service Customer Experience Hotels Customer Service Training 138

CSM Magazine

JUNE 1, 2023

Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study reveals. For example, employees are expected to smile and behave professionally even when dealing with uncivilized customers.

Hotels 52

Hotels Tourism Management Hospitality 52

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ford costs about $25,000. The answer is simple.

Customer Experience 136

Customer Experience Transportation Hotels Airlines 136

The DiJulius Group

JANUARY 3, 2022

The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. Read Full Article.

Customer Service 126

Customer Service Hotels Groups Customers 126

Oracle

MARCH 5, 2018

a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share tips and strategies for creating remarkable customer experiences, analyzing lessons learned from Michelin-starred restaurants to hotels and art galleries. Here are three customer customer service tips that Joey shares from his stay.

Hotels 62

Hotels Tips Customer Service Customer Experience 62

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 76

Self Service Customer Service Airlines Touchpoint 76

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. But how can hotels stay on top of their Customer Experience (CX) game using chatbots? Chatbots for boutique hotels can amplify this exclusivity.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

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. Absolutely.

Culture 174

Culture Customer Service Hotels Hospitality 174

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

Maz Iqbal

JULY 26, 2020

You travel on business and your expenses are covered such that you can choose to stay at a 5* hotel (with swimming pools, jacuzzi, sauna, various bars, three restaurants, fantastic lawns outside) or a family owned/run restaurant that is less than half the price and doesn’t have the look/feel nor the facilities of the 5* … Continue reading (..)

Hotels 63

Hotels Customer Experience Travel Customers 63

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Examples 113

Examples Company Customer Service Airlines 113

SurveySparrow

MAY 26, 2022

Do you want to deliver a memorable experience to your guests through personalization and stellar customer service? A hotel guest questionnaire is just what you need. In this guide, we cover all that you need to optimize your services and make guest satisfaction seem like a breeze. Need for a hotel guest questionnaire.

Hotels 52

Hotels Survey Feedback Hospitality 52

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

Wired and Dangerous

AUGUST 10, 2020

What would a lifetime warranty look like for a customer service experience? Customers today have changed. Recent research shows that forty-four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! So, here is our question.

Customer Service 184

Customer Service Hotels Course Customers 184

ShepHyken

APRIL 16, 2024

He should sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a great street sweeper who did his job well.’” As I reflected on Laura and her amazing attitude, I considered some of the other employees I’ve seen doing similar jobs in airports, hotels, and other types of businesses. Don’t be ordinary.

Hotels 138

Hotels Customer Service Training Customer Service Training 138

Comm100

JANUARY 25, 2018

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Because of this, it’s vital that establishments can create effective customer satisfaction surveys to identify which areas of their service can be continuously improved, helping to attract more customers now and in the future.

Tourism 104

Tourism Hotels Customer Satisfaction Survey 104

Steve DiGioia

MAY 23, 2022

Or what if you’re a franchised hotel that cannot match the rates of the corporate properties because you don’t offer the same amenities? Can you still provide the same level of service as others? All “In-Person” Service is Local. All in-person service is local. Ask, simply ask them.

Fashion 361

Fashion Sports Hospitality Hotels 361

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

Magellan Solutions

JUNE 10, 2021

What is covered by a vacation rental answering service. Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. Excellent customer service means never allowing the concierge desk to sit empty. Even to call center solutions for large hotels. Entertainment.

Hotels 52

Hotels Entertainment Hospitality Call Center Solutions 52

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 154

Customer Service Guest Experience Loyalty Programs Hospitality 154

CSM Magazine

JULY 21, 2021

You just purchased a historic hotel. Of course, all of these changes have to be done in a way so that it won’t disturb the overall look of your historic hotel. Opening up a historic hotel means you also have the opportunity to add a store. This gives you a chance to make more money when folks stay at your hotel.

Hotels 52

Hotels Tips Advertising Wireless 52

Kustomer

AUGUST 28, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 52

Customer Service Airlines Hotels CRM 52

Customer Enthusiast

MARCH 31, 2023

Last month, I presented to a group of hotel general managers. For that reason, we’ve had … Continue reading "The 3 Ps of purpose-driven customer service (Part 1)" Source For that reason, we’ve had … Continue reading "The 3 Ps of purpose-driven customer service (Part 1)" Source

Customer Service 62

Customer Service Hotels Employee Engagement Study 62

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

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 58

Customer Service Self Service Trends Loyalty Programs 58

Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. Now is the time to ensure your customer experience strategy includes data driven personalization. For the modern consumer, expectations are growing.

Data 78

Data Customer Service CRM Hotels 78

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

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Published on: January 29, 2016. I think it comes down to four areas: 1.

Hotels 48

Hotels Customer Service Social Media Travel 48

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

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 65

Self Service Customer Service Social Media Ecommerce 65

Vonage

JULY 6, 2018

Customer service is not always easy to pull off, and it's certainly not something that “just takes care of itself” or is “just common sense.” However, there are some parts of delivering great customer service–or, more accurately, avoiding poor customer service–that are straightforward, easy to fix, and high-impact.

Customer Service 163

Customer Service Poor Customer Service Hotels Healthcare 163

Magellan Solutions

JUNE 17, 2022

Hotel and hostel answering service can do wonders for your business. The problem is that hotel and hostel owners sacrifice a profit margin whenever middlemen are involved for bookings and reservations. Outsourcing small hotel and hostel answering service can do away with third party agents and travel agents.

Hotels 40

Hotels Travel Comparison Contact Center 40

Joe Rawlinson

NOVEMBER 28, 2018

Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. Graham didn’t wait for customer feedback to arrive at a revolution. It was the customer service.

Customer Service 144

Customer Service Hotels e-support Customers 144

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

ReviewTrackers

AUGUST 3, 2021

Holistic reputation management seeks to cover all bases, ensuring that enterprises are going beyond visibility and analysis and are taking the necessary steps to make corrections to any aspect of the customer experience that might be hindering the perception of the business organization.

Customer Service 123

Customer Service Effort Score Fashion Customers 123