ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. Travelers Today) Customer service should be an integral part of any brand’s strategy.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

FEBRUARY 12, 2024

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. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

2024 66

2024 Article Customer Service Social Media 66

ShepHyken

SEPTEMBER 5, 2022

(CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. How has the ongoing digital evolution impacted how customers view patience today? It’s that simple.

Article 67

Article Net Promoter Score 2022 Customer Service 67

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. Follow on Twitter: @Hyken.

2021 156

2021 Article Customer Service Guest Experience 156

ShepHyken

MARCH 10, 2024

Seven Easy Ways to Make Your Customers Feel Valued by Rolling Stone Culture Council (Rolling Stone) As their business grows, it’s all too easy for business owners to get swept up in the numbers and forget that there are real people behind their profits. Is Customer Empowerment the New Customer Engagement?

Article 77

Article 2024 Customer Service Airlines 77

ShepHyken

JANUARY 21, 2024

My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. You will love his opening story about what happened in a well-known, name-brand hotel. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization.

2024 59

2024 Article Customer Service Workshop 59

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 64

Article 2023 E Commerce Customer Service 64

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 64

Article 2022 Loyalty Programs Customer Service 64

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

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 123

Rewards Programs Airlines Hotels Feedback 123

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 70

Article 2022 Customer Service B2C 70

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.

2021 72

2021 Article Customer Service Hospitality 72

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 96

Airlines Hotels Loyalty Programs Loyalty 96

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 101

Article 2019 Customer Service Hotels 101

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

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 114

Article 2019 Customer Service Poor Customer Service 114

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

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 51

Article Net Promoter Score 2017 Customer Service 51

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

CSM Magazine

MARCH 15, 2016

Continually remind your team of the importance of customer service. ” Day One and Done customer service training is simply not enough. After onboarding, continue to reinforce that message with customer service tips and stories via email, screensaver messages, and periodic refresher customer service training.

Customer Service 63

Customer Service Hotels Customer Service Training Document 63

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

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

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 65

2020 Article Customer Service Hospitality 65

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

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 12

2023 Article Customer Service Hotels 12

InMoment XI

MARCH 11, 2024

This can be thought of as a continuous cycle and relationship between the customer and business, but can also be thought of as a repeating list. Here is a quick breakdown of how the feedback loop works: Customer Interaction: The feedback loop starts with a customer interacting with a product, service, or brand.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

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 Contact Center Call 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 56

Culture Hotels Contact Center Call Center 56

Service Untitled

OCTOBER 11, 2010

His first motor hotel (motel) opened in Toronto in 1961, and what made it different was his service oriented philosophy. His first motor hotel (motel) opened in Toronto in 1961, and what made it different was his service oriented philosophy. The Four Season’s business plan focused on quality 24 hour service.

Books 46

Books Blog Hotels 2010 46

Stella Connect

JANUARY 31, 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.

Management 40

Management Call Center Connections 2012 40

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

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

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

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