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.

Article 70

Article 2022 Customer Service B2C 70

Experience Investigators by 360Connext

MARCH 26, 2015

This means I jump from one brand to another. I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall.

Travel 282

Travel Hotels Guest Experience Airlines 282

ShepHyken

DECEMBER 17, 2019

Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. How do I define my brand standards?

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 45

Brands Hotels Magazine Leadership 45

Avaya

MARCH 13, 2017

Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. So, why do 65% of customers still believe they put in more effort than a brand to resolve service issues?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

ReviewTrackers

FEBRUARY 25, 2019

83 percent say TripAdvisor reviews make them feel more confident in their travel decisions, and 96 percent of hotels and hospitality brands worldwide say reviews are influential in generating bookings. Hotels and B&Bs that respond to 65 percent of their reviews receive an average review rating of 4.15, compared to only 3.81

Hotels 91

Hotels Travel Hospitality Books 91

BirdEye

JUNE 21, 2023

With it, you can create an effective marketing strategy to help increase brand awareness and, ultimately, gain a competitive advantage, all based on the revelations you learn. It would be nice if simply producing a quality product and delivering exceptional customer service were all you need to ensure that your doors never close.

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

Think Customers

MAY 14, 2015

Last week, I stayed in two different hotels in the greater Atlanta area. Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. One was a Ritz-Carlton, and the other a Marriott.* But it wasn't--at least not for me.

Guest Experience 75

Guest Experience Hotels Blog Brands 75

Smith+co CX

DECEMBER 8, 2020

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. We stayed at three of the best-known luxury 5-star hotel/restaurants in the UK. Top Global Brands 2020). Reinvent your Customer Experience. The Terrace.

Hotels 36

Hotels 2021 Hospitality 2020 36

ENGAGE.cx

OCTOBER 13, 2016

It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. Sound too good to be true? Not in the least.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

SurveySparrow

JUNE 28, 2023

Also, optimizing customer experience requires integrating all touchpoints and ensuring a seamless transition between them. Example: Zappos, a renowned online shoe retailer, offers exceptional customer service across channels. Hence, this innovation saves time for guests and improves operational efficiency.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

SurveySparrow

JUNE 30, 2023

This blog will show you how to captivate your audience, win their hearts, and make them fall head over heels for your brand. Understanding Customer Experience Design What is CX design, you ask? 2 Consistency: Consistency is crucial in customer experience design. This increases customer lifetime value.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

Martin Hill-Wilson

JULY 23, 2016

Meanwhile, a whole string of new brands are emerging in bot design, deep learning and personal assistance. Happily there are UK brands in this list! His organisation has just installed a hotel bot using interactive text response. Legacy brands want to code as well as the fintechs. No more it seems.

Hotels 40

Hotels Guest Experience Brands Banking 40

ENGAGE.cx

SEPTEMBER 23, 2015

You jump online to check out the availability with your favorite hotel company at your targeted destination. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. Guest Lifecycle. Guest Sentiment. Sound too good to be true?

Guest Experience 72

Guest Experience Hospitality Hotels B2C 72

Playvox

APRIL 14, 2022

Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant it is, excellent customer service is crucial to keeping it prosperous. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Omnichannel Events Webinar 78

ENGAGE.cx

OCTOBER 14, 2015

Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can. Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort. But being big shouldn’t be a barrier to creating loyalty through customer service.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

Customer Enthusiast

AUGUST 2, 2017

In May I read the 2017 Qualtrics Hotel Pain Index Study , made some notes, and had every intention of writing a June blog post in response to the study. The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Hospitality 40