ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. The EX is part of the culture. So, let’s look at the inside of the company.

Employee Experience 96

Employee Experience Hotels Culture Customer Service Training 96

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. There are some hotels that have figured this out. Why is almost every shower, in almost every hotel I’ve stay in, not designed this way?” Where could it be?

Hotels 102

Hotels Travel Customer Service Training Customer Focused 102

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). Five, in fact.

2017 82

2017 Article Customer Service Hospitality 82

Bill Quiseng

JULY 28, 2014

My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Marriott Hotel in Washington, D.C., Marriott’s leadership mantra, ““Take care of your employees, and they’ll take care of your customers.” Recently Marriott opened the J.W. its 4000th.

Customer Service 143

Customer Service Hotels Social Media 2013 143

ShepHyken

OCTOBER 31, 2016

(Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. For information contact or www.hyken.com.

2016 124

2016 Article Customer Service Hotels 124

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. Image that you’re a manager at a hotel.

Leadership 68

Leadership Customer Service Seminar Hospitality 68

ShepHyken

JULY 4, 2016

Here are three tips to using Twitter to engage with your customers, answer their questions and solve their problems. How Employee Culture Impacts Customer Experience by Eric Berridge. My Comment: What’s happening on the inside of an organization is felt on the outside by the customers. This article proves that point.

2016 81

2016 Article Customer Service Culture 81

ShepHyken

DECEMBER 7, 2016

For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. If you’ve been following my work, you know I’m a big fan of The Ritz-Carlton hotel chain’s nine-word promise – or motto as they call it. The post Create Your Customer Service Mantra appeared first on Shep Hyken.

Customer Service 132

Customer Service Hotels Customer Service Training Definition 132

ShepHyken

SEPTEMBER 6, 2017

Dejected, she returns to the hotel. The next day, the hotel manager takes her to a different store and gets her outfitted in some beautiful clothes. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Books 0

Books Hotels Customer Service Training Sales 0

Up Your Service

MARCH 24, 2015

Have a meeting and say, “We want learning from mistakes to be part of our culture.” LUX* Resorts & Hotels excels at acknowledging employee achievements. Then, at a companywide gathering at the end of the year, the STARs are honored, and each hotel awards a STAR Team Member of the Year. Have mistake meet-ups. goes a long way.

Hotels 66

Hotels Culture Customer Service Training Customer Confidence 66

ShepHyken

APRIL 24, 2017

I couldn’t help but think that casinos and other large hotels would benefit from a far superior customer experience akin to the indoor navigation technology used by Carnival’s Ocean Medallion project. Cassie writes about how what she is doing to help her organization develop a customer service culture.

2017 69

2017 Article Customer Service Customer Service Training 69

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 56

Culture Hotels Contact Center Call Center 56

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

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. By 1963, his second hotel opened called Toronto’s Inn on the Park, and its resort style setting with its gym claimed instant success. Sharp begins the book with his personal story.

Books 46

Books Blog Hotels 2010 46

ShepHyken

MAY 30, 2022

My Comment: It doesn’t matter if it’s a restaurant, hotel, retail store, manufacturer, etc., if you want to deliver a great customer experience, you need good people. While the fourth on our list of articles this week emphasizes other reasons for a poor customer experience, this article focuses on people.

Article 13

Article 2022 Customer Service Rewards Programs 13

SmartKarrot

FEBRUARY 15, 2022

Jeff Toister , the president of Toister Performance Solutions, works with customer care teams to help them realize their full potential. His services include personnel training, customer feedback program implementation, and customer service culture development. Lincoln Murphy. Micah Solomon.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: Do your customers open your emails to them? Experience Hotel analyzed more than 9 million emails they sent to their guests.

Article 148

Article 2021 Customer Service Loyalty Programs 148

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. 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. 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

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. 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. Jeremy Watkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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 139

2021 Article Customer Service Hospitality 139

SurveySparrow

OCTOBER 1, 2023

It’s a way to provide instant responses and support to a large number of customers simultaneously. Online Booking Platforms : When you book a flight or reserve a hotel room online, you’re using a low touch service. This approach is ideal for customers who value the convenience of making bookings independently.

Customer Service 52

Customer Service Customer Experience Customers Travel 52

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. Customer experience can impact all five senses.

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

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

JUNE 3, 2016

The sales force, the service technicians, the clerical staff, the PR department all work together toward the same goal — keeping the customers satisfied. A perfect example of how everyone makes a difference occurred when I was in a Nashville hotel attending the Board of Directors meeting for the National Speakers Association.

Blog 81

Blog Customer Service Hotels Customer Service Training 81

Stella Connect

JANUARY 25, 2018

Regardless of how your performance management program is structured, every coaching, QA, and customer service training session should advance the goal of creating brand, policy, and product experts (aka “brand superheroes” ) with the authority and confidence to resolve any customer issue. The concierge approach.

2018 40

2018 Customer Service Contact Center Omnichannel 40