ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. 25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” This is how it’s done!

2017 81

2017 Article Customer Service Hospitality 81

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. Save the Customer. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

DECEMBER 24, 2023

Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf club’s overall experience. Connect with Shep on LinkedIn.

Article 62

Article 2024 Customer Service 2023 62

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. My Comment: How do you improve the ratings your customers give you? I refer to this as a hospitality mentality.

2023 64

2023 Article Customer Service Books 64

Michel Falcon Experience

JANUARY 3, 2020

The answer I expect is, “Everyone who interacts with our brand is a customer.”. Being in hospitality, it’s easy for our team to consider the guest who orders the $300.00 But, for me, that’s not an authentic People-First Culture business. Customer Service Skill #3. bottle of wine to be our #1 priority.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

APRIL 8, 2019

A good service opportunity went bad. Steve’s background is in the hospitality business, and so much of what he shares in this article can apply to any business. The hospitality mentality applies to all. Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. but it’s worth it.

Article 100

Article 2019 Customer Service Hotels 100

ShepHyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

Article 88

Article 2021 Customer Service Retail 88

ShepHyken

JUNE 6, 2022

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. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Article 67

Article 2022 Customer Service Loyalty Programs 67

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Customer Service Training Consulting 49

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. email, chat, web).

Leadership 68

Leadership Customer Service Seminar Hospitality 68

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? They must be just as customer-centric as your cashier or receptionist. Could they be trained more frequently?

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. Here are a few ideas on how to retain those happy customers.

Article 80

Article 2018 Customer Service Airlines 80

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Hospitality 130

Hospitality Customer Service Training Customers Customer Service 130

ShepHyken

APRIL 27, 2020

“Giving back” is part of the customer experience. And, that’s exactly what restaurateur Danny Meyer, CEO of Union Square Hospitality and founder of Shake Shack, did when the company gave back $10 million to the government after receiving the funds as part of the PPP stimulus package. Follow on Twitter: @Hyken.

Article 80

Article 2020 Customer Service Government 80

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

ShepHyken

SEPTEMBER 5, 2016

5 Hospitality Customer Service Habits – Warm & Welcoming by Rupesh Patel. LinkedIn) In this article, I share five ways you and your hospitality team can offer more memorable welcomes, that your guests will love (and what to avoid saying). Ease of doing business is a competitive advantage.

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

AUGUST 8, 2022

Customer retention statistics show that 65% of a company’s business comes from its existing customer base. I’ve always preached the hospitality mentality. So take a few lessons from the restaurant industry and create a better customer experience. 7 Ways Videos Improve Customer Experience by Andre Oentoro.

Article 23

Article 2022 Customer Service Culture 23

Michel Falcon Experience

OCTOBER 21, 2019

If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. When our company added another venue and 50+ new team members I knew we would need help so I created a Culture Committee team. Take my industry, hospitality, as an example.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Have fostered a company culture where we promote new ideas. Do all of them get put into action? Not all, but many do!

Customer Service 151

Customer Service 2019 Workshop Wireless 151

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Kustomer

FEBRUARY 25, 2021

When shaping a company culture, two of the most important things customer experience leaders can do is to align their CX reps with the company values and to help reps find a purpose in their roles. Creating a Culture of Learning by Habit. And same thing with effectiveness and applicable training.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Magellan Solutions

MAY 3, 2022

In 2013, the bank started to develop a call center and customer service training program with a Philippine company. Then in 2016, it opened another customer service and technical support office in the country, creating more than 4,000 jobs in total. The Philippines specializes in voice-enabled services.

Call Center 81

Call Center Telecommunications Banking Financial 81

ShepHyken

OCTOBER 23, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Hotels 99

Hotels Customer Service Training Customer Service Information 99

ShepHyken

SEPTEMBER 13, 2017

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 94

Customer Service Training Reference Communication Customer Service 94

Magellan Solutions

MAY 6, 2020

In 2013, the bank started to develop a call center and customer service training program with a Philippine company. Then in 2016, it opened another customer service and technical support office in the country, creating more than 4,000 jobs in total. The Philippines specializes in voice-enabled services.

Call Center 52

Call Center Telecommunications Banking Financial 52

Micah Solomon

OCTOBER 23, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. It’s the bedrock upon which a properly designed and focused customer experience should rest.

Culture 49

Culture Customer Service Hospitality Customer Service Training 49

ShepHyken

MARCH 8, 2021

(Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. pandemic).

2021 137

2021 Article Customer Service Hospitality 137

Service Untitled

NOVEMBER 28, 2012

The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. This means seeking out the customers unanticipated and unvoiced needs. How do you collect this data? .

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. It’s all about creating the right culture! How the Apple Watch will take this NYC restaurant’s customer service to the next level by Caitlyn McGarry.

2016 123

2016 Article Airlines Customer Service 123

ShepHyken

AUGUST 29, 2016

My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. Kuiu is a hunting gear company that has a customer focused culture. The Future of Customer Loyalty is Flexibility by Jim Tierney. For information contact or www.hyken.com.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

FEBRUARY 5, 2023

My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience. How about a former waiter/server?

2023 64

2023 Article Customer Service Government 64

ShepHyken

FEBRUARY 5, 2023

My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience. How about a former waiter/server?

2023 62

2023 Article Customer Service Government 62