Service or Hospitality?
Customer Enthusiast
MARCH 27, 2024
I learned the distinction between service and hospitality. Service is the action of helping or doing … Continue reading "Service or Hospitality?"
How Any Business Can Adopt a Hospitality Mentality
ShepHyken
DECEMBER 4, 2023
Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. Consistency and predictability are crucial in delivering amazing customer service. What is a “wow moment” in customer service?
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Hospitality is a Zero-Disappointment Industry
Customer Enthusiast
MARCH 25, 2024
For openers, I learned that hospitality is a zero-disappointment industry. If a customer engages in 10 experiences and you exceed expectations on nine … Continue reading "Hospitality is a Zero-Disappointment Industry" Source
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The Benefits of Customer Service Outsourcing for the Hospitality Sector
CSM Magazine
DECEMBER 6, 2022
There are several benefits to outsourcing customer service in the hospitality industry. Read on to learn more about the benefits of outsourcing customer service in the hospitality industry. Service Quality. Risk Reduction. Focus on Core Business Operations.
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In hospitality, your people are NOT your most important assets.
Bill Quiseng
JANUARY 26, 2023
In hospitality, your people are NOT your most important assets. Ultimately, success in hospitality is all about interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. There are a lot of people wanting to enter the hospitality business. The right people are.”
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The impact of accretion in hospitality
Customer Enthusiast
JANUARY 8, 2024
He used the Hilton Honors app to reserve and pay for room 404 in advance and awaited an electronic key to arrive to fulfill his desire for a … Continue reading "The impact of accretion in hospitality" Source
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Unlocking the Power of Unreasonable Hospitality: Insights from Will Guidara
Blake Morgan
NOVEMBER 28, 2023
How can the concept of “Unreasonable Hospitality” reshape the landscape of customer experience within the contact center? The interplay of hospitality and excellence, thriving amidst their inherent tension, defines his remarkable success.
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Secrets to Incredible Customer Service with Paul R. Jones
BlueOcean
JUNE 26, 2018
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. What are you looking for when hiring for agents in the hospitality industry?
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Tips For Improving Customer Services in The Hospitality Industry
CSM Magazine
JULY 30, 2021
Read on to learn a few tips for improving customer services in the hospitality industry, including how to help employees improve customer services. Exceed the needs and expectations of customers. To stay ahead of your competitors, you must exceed the expectations and needs of your customer.
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10 Customer Service Transformations That Can Overhaul Your Customer Experience
Micah Solomon
OCTOBER 11, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.
11 Customer Service Leaders We Can All Learn From
Steve DiGioia
JULY 19, 2021
To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking. 11 Customer Service Leaders We Can All Learn From. Plus, many are best-selling authors too! Whew, they sure do it all. Adam Toporek.
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What Does an Allergy Have To Do With Customer Service?
Steve DiGioia
MARCH 22, 2021
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. What Does an Allergy Have To Do With Customer Service?
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Customer Service Tips for the Hospitality Industry
CSM Magazine
AUGUST 17, 2021
There can be no hospitality industry without customer service, and it’s customer service that can make or break a business in the industry. People have expectations of service that have been changing in recent times — they won’t settle for anything they feel is not good enough.
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When Hospitality is Not Hospitable. 5 Learnings for Every Industry
C3Centricity
JULY 31, 2016
This hospitality outlet certainly has a lot to learn about customer centricity! I therefore, thought I’d share our experiences as they are useful lessons for anyone who wants to be more customer centric. Whether you are in hospitality or not, putting the customer first makes good business sense.
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How to Improve Healthcare CX: Lessons from a CXO and Hospitality Veteran
Customer Bliss
JUNE 20, 2018
What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Expand the Horizon of Helping People.
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Top 5 Customer Service & CX Articles for Week of March 25, 2024
ShepHyken
MARCH 25, 2024
Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making. Connect with Shep on LinkedIn.
Top 10 Customer Service Acronyms to Use Every Day
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. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?
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Great Customer Service: The Rent Paid for Loyalty
TechSee
OCTOBER 2, 2023
We’ve chosen not to disclose the name of Ann’s previous internet provider in this article, as we want to shine a spotlight on the exceptional service provided by Verizon. The Turning Point: Frustration Builds Ann’s recent move to a new apartment marked the beginning of her internet service ordeal.
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A Boring Customer Service Experience—That’s What Our Customers Want
ShepHyken
JULY 29, 2020
By the way, it can be any type of company from any industry—from retail to hospitality to manufacturing and beyond. So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Some might call that boring, but we all know it’s not. Follow on Twitter: @Hyken.
Five Low-Cost Ways To Improve Your Customer Service And Customer Experience
Micah Solomon
OCTOBER 9, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Train your employees to handle unhappy customers–and to win them back when things go wrong. email, chat, web).
Why BPO Philippines Establishes The First Impression For The Hospitality Sector
Magellan Solutions
AUGUST 25, 2021
The hospitality industry must place a greater emphasis on customer service in order to provide customers with a wonderful experience. . Customers can no longer be satisfied with good food and a comfortable bed because they have been exposed to the gold standard of customer service. contact-form-7].
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Top 5 Customer Service & CX Articles for the Week of September 4, 2023
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.
Keynote: Guest Experience in the Hospitality Sector by Sharon Head.
CX Centric
OCTOBER 8, 2021
As part of the event, we drafted out some of the key challenges in the hospitality sector in which the attendees were very much participative when it came to discussing these challenges. These challenges included: How can hospitality companies convey hygiene and restore confidence in safe travel?
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InMoment (integrated) Experience: Changing The Game
InMoment XI
FEBRUARY 2, 2024
Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.
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Why Customer Service Matters Most in the Hospitality Industry
CSM Magazine
APRIL 12, 2019
Customer service is something that all businesses should strive to excel in. However, it is especially important within the hospitality industry. While some sectors may be able to get away with focusing a little less on delivering good customer service, for those within the hospitality sector it’s paramount to their success.
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40 What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence
C3Centricity
OCTOBER 22, 2018
I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! Luckily my mobile was by my bed so I called the emergency services who immediately sent an ambulance. But think again.
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Inspire a Customer Service Mentality In Your Organization
Customer Bliss
MAY 16, 2018
Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. And this is not just limited to those on the front lines caring for customers in distress. as a friend, as a partner, as a customer.
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Create a customer service culture to stand out in the crowd
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.
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Create a customer service culture to stand out in the crowd
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.
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Evolving Customer Service to the Next Level in 2017
BlueOcean
JANUARY 4, 2017
The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. And that is headline news.
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5 Top Customer Service Articles For the Week of January 25, 2021
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.
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This is our time for a Patient CARE Revolution!
Bill Quiseng
JUNE 28, 2023
These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.
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5 Top Customer Service Articles of the Week 9-5-2022
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. Fred Reggie) Take a look at your business and ask yourself, “Does our business serve our customers or does it serve us?
Staying Ahead in Hospitality: Crafting Chatbots for the Modern Hotel Experience
CSM Magazine
AUGUST 22, 2023
These advanced virtual assistants represent a harmonious fusion of technology and hospitality, encapsulating the ethos of modern guest services. Conclusion In the vast landscape of the hotel industry, where personal touch and digital efficiency are both vying for dominance, chatbots find their sweet spot right in the middle.
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Customer Success Story: Nicklaus Children’s Hospital
ReviewTrackers
MARCH 6, 2017
Based on positive reviews , patients value doctors’ excellent customer service and bedside manner more than they do the level of medical skill; patients who post negative reviews complain most about poor service and bedside manner four times as much as they do about misdiagnoses and inadequate medical skills (only 21.5
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3 Best Practices for Travel and Hospitality brands to thrive in the new normal
Interactions
MAY 20, 2021
High expectations and a hiatus from adventure means that customers expect travel and hospitality businesses to be operating at optimal efficiency. . How can brands be prepared for the dramatic (yet unpredictable) shift in demand while maintaining high quality customer experience?
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5 Top Customer Service Articles of the Week 12-5-2022
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.
The Hospitality Industry in a Time of Social Distancing: Threat and Opportunity
Maru Group
AUGUST 13, 2020
The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. Maru/Matchbox recently facilitated a conversation with a group of hospitality professionals, to provide a forum for the exchange of ideas and to better understand the revolution currently underway.
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5 Top Customer Service Articles of the Week 8-2-2021
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. Follow on Twitter: @Hyken.
Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices
ShepHyken
JUNE 10, 2016
This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.
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Hospitality: The “What Have You Done For Me Lately” Industry
Steve DiGioia
MARCH 24, 2016
The hospitality industry is the most unique in the business world because we don’t sell a product. We sell “ service.”. Today’s hospitality industry is not about numbers, at least to the guests, it’s all about how we make you feel , what the experience is like. This original article was written by Steve DiGioia.
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Reputation Study Finds that Hospitality Consumer Journey is Centered on Digital Reputation
CSM Magazine
SEPTEMBER 28, 2021
Now, as businesses reopen their doors and consumers engage in more leisure activities, we are seeing that those same platforms are providing a wealth of information that enhances the customer experience,” says Anthony Gaskell, Reputation’s EMEA Managing Director, “The hospitality industry is competitive.
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5 Top Customer Service Articles of the Week 10-11-2021
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.
Top 5 Customer Service & CX Articles for the Week of May 29, 2023
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. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.
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