ShepHyken

MARCH 8, 2021

They build brands. My Comment: Customer Experience (CX) is marketing. It doesn’t matter what type of business you are in, any company can learn from the hotel and restaurant industries, where a lack of hospitality could send you toward going out of business. My Comment: Want to learn customer service from the best?

2021 141

2021 Article Customer Service Hospitality 141

ShepHyken

JANUARY 2, 2023

My Comment: I love learning from major brands (like Walmart and McDonald’s). This time we take a look at loyalty programs and the changes these brands made that may need to be “fixed” in the near future. This is where a customer is surprised about the price. Creating the Best Customer Experience by Kari Polson.

Article 65

Article 2023 E Commerce Customer Service 65

ShepHyken

OCTOBER 11, 2021

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. Here are the four best ways to make sure your customer service is top-notch in 2021. by Max Starkov. Same for CX.

2021 73

2021 Article Customer Service Hospitality 73

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?

Article 65

Article 2022 Loyalty Programs Customer Service 65

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., Because many times I leave my name and phone number in the comment section for the company or brand to call me. You must let your customers know you are listening to them! .

Rewards Programs 124

Rewards Programs Airlines Hotels Feedback 124

ShepHyken

AUGUST 1, 2022

My Comment: The customer service/support team may be the wrong name for a department that is on the front line, answering questions, dealing with complaints, and ensuring the customer’s problems are taken care of. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”.

Article 71

Article 2022 Customer Service B2C 71

ShepHyken

JANUARY 8, 2023

Seven Ways to Improve Customer Service in Hotel Industry by TravelDailyNews (TravelDailyNews) Excellent customer service is crucial in the hospitality industry, where customers often play an active role. Travelers usually stay at hotels to indulge in self-care or mark special occasions.

2023 48

2023 Article Customer Service Hotels 48

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends. Follow on Twitter: @Hyken.

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

ShepHyken

APRIL 8, 2019

Here are some reminders of what it takes to keep your customers happy – and coming back. Hotel Guest Service: Being Capable Is Not Enough by Steve Curtin. Hotel Executive) Having been enticed by all the images of the specialty cocktail, I was looking forward to ordering one. A good service opportunity went bad.

Article 103

Article 2019 Customer Service Hotels 103

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.

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

OCTOBER 31, 2016

13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night. A Waldorf-Astoria bellman with 50 years experience shares the key to great customer service by Kathleen Elkins.

2016 124

2016 Article Customer Service Hotels 124

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. Do they have hotel experience? Did they come from another hotel? Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

JUNE 24, 2019

Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

Article 115

Article 2019 Customer Service Poor Customer Service 115

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.

Article 52

Article Net Promoter Score 2017 Customer Service 52

ShepHyken

DECEMBER 7, 2016

Sometimes that doubles as a brand promise. 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.

Customer Service 132

Customer Service Hotels Customer Service Training Definition 132

ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. LinkedIn) Hotel people like yourself are the reason why others can take their mind off troubles and get a comfortable night’s sleep (even though their house is under water or completely destroyed).

2017 82

2017 Article Customer Service Hospitality 82

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. I asked seven world-famous customer experience gurus to share their secrets for being well served. It’s a win-win. Follow on Twitter: @Hyken

Article 48

Article 2023 Customer Service Contact Center 48

ShepHyken

JANUARY 8, 2018

5 Strategies for Delivering a Seamless Customer Experience by ShaDrena Simon. iQmetrix) A seamless omnichannel experience means that whether online or offline, your customer sees the same branding, structure, values, and tone. My Comment: This short article has five good ideas to consider. My Comment: The future is here!

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

JULY 11, 2016

I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Or when a hotel charges separate WiFi fees for each device that’s used.

2016 81

2016 Article Customer Service Loyalty Programs 81

ShepHyken

OCTOBER 5, 2020

7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. 7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. AllBusiness) How do you become the chosen brand? Let’s explore the ways you can cultivate loyalty with your customers. Thank you, Jeremy! Follow on Twitter: @Hyken.

2020 66

2020 Article Customer Service Hospitality 66

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

JANUARY 9, 2023

Seven Ways to Improve Customer Service in Hotel Industry by TravelDailyNews. TravelDailyNews) Excellent customer service is crucial in the hospitality industry, where customers often play an active role. Travelers usually stay at hotels to indulge in self-care or mark special occasions.

2023 13

2023 Article Customer Service Hotels 13

ShepHyken

AUGUST 22, 2022

My Comment: Marketing has traditionally been about getting customers to want to do business with a company or brand. The trend over the recent years has been to put customer experience under the responsibility of the CMO. Facility Executive) The hospitality industry is fueled by happy customers.

2022 14

2022 Article Customer Service Hospitality 14

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link] /. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

MAY 30, 2022

Here you will find some interesting stats and findings about why rewards programs fizzle out, the mistakes companies/brands make, and more. The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. My Comment: It doesn’t matter if it’s a restaurant, hotel, retail store, manufacturer, etc.,

Article 13

Article 2022 Customer Service Rewards Programs 13

ShepHyken

JANUARY 23, 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. I asked seven world-famous customer experience gurus to share their secrets for being well served. It’s a win-win.

2023 14

2023 Article Customer Service Contact Center 14

SmartKarrot

FEBRUARY 15, 2022

His interactions provide real-world experiences to give frontline workers so they can manage customers and develop meaningful relationships and brand loyalty with them. Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ShepHyken

JULY 11, 2018

I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them. Not just any beer, but a special brand called Double Magician and Staff Magician.

Customer Experience 4

Customer Experience Hotels Travel Customer Service Training 4