Horizon CX

MAY 7, 2021

Let’s say you visited a hotel for a short stay on a business trip. The hotel staff were “johnny on the spot” and called you personally within 24 hours. You visit the hotel again in six months for another short business trip. Will you come back to this hotel if you don’t have to? THE VALUE OF A CLOSED-LOOP CULTURE.

Culture 52

Culture Net Promoter Score Hotels Feedback 52

ijgolding

FEBRUARY 5, 2018

Chris is also someone who spends as much time in airports, aircraft and hotels as I do! As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Is it really possible to measure customer culture?

Culture 105

Culture Measurement 2008 Books 105

Bill Quiseng

AUGUST 10, 2015

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. A hotel’s associates have more impact in building the reputation of a hotel than the general manager. Many of them have never stayed at a hotel recognized for its exceptional service.

Hospitality 149

Hospitality Culture Hotels Guest Experience 149

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Biv, thesimple system of continuous improvement developed by the Ritz-Carlton Hotel Company. [Originally published in Forbes.com. email, chat, web).

Customer Service 256

Customer Service Customer Experience Hospitality Hotels 256

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 79

Article 2024 Customer Service Airlines 79

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Today, what matters most is the cultural fit. In the hotel I currently manage, we provide suite accommodations. If hospitality wasn’t in their existing repertoire, I wouldn’t look twice at them. Empathy is key.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Comm100

JANUARY 25, 2018

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Not only do you need to consider how to create customer satisfaction survey questions specific to your hotel or establishment, you also need to consider who should receive your survey, and how to send it, as well as how to collate results.

Tourism 42

Tourism Hotels Customer Satisfaction Travel 42

SurveySparrow

MARCH 11, 2020

A research by Deloitte says that 94% of executives and 88% of employees believe that workplace culture is important to the success of an organization. It is the only thing that business owners need to keep in mind when they have a chance to create a customer-centric office culture. So what do to do? What are our company’s values?

Customer Centricity 52

Customer Centricity Culture Customers Measurement 52

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Hotels 2010 Customer Journey 204

Customer Bliss

APRIL 11, 2018

The ‘Make Mom Proud’ Standard For How to Treat Your Customers , but I share them with you here as a peek into the contents of this new book – established to provide you with a new set of tools to simplify and advance your customer experience and culture transformation. Acts of Fairness Earn Word of Mouth and Growth.

Hotels 209

Hotels Insurance Books Banking 209

Customer Bliss

AUGUST 30, 2021

Isadore Sharp, the founder and CEO of The Four Seasons Hotels states that: It is our work to give people “a sense of purpose and the courage to believe in themselves.”. Why Good Customer Experience Starts With Your Internal Culture. But after that, the focus is to help them to prosper.

Books 310

Books Hotels Travel Connections 310

Beyond Philosophy

OCTOBER 15, 2020

Carbone did some work with hotels over the years and learned that people thought of the hotel room as a “safe container.” Consider a time you walked into your hotel room after checking in. I feel the same way about hotel rooms and the idea that people have been in there that I didn’t know about.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

CX Journey

APRIL 7, 2016

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service.

Culture 56

Culture White Paper Net Promoter Score Airlines 56

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? This particular learning opportunity is in the form of an article that discusses hotel loyalty and rewards programs. Intentionally Creating a Culture that Prioritizes Customer Experience by Martha Kesler. It’s baked into the culture.

2021 73

2021 Article Customer Service Hospitality 73

Win the Customer

JANUARY 29, 2015

Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […]. Culture Customer Experience Customer Service'

Customer Service 144

Customer Service Hotels Culture Customers 144

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Define Your Purpose and Value. Implement the Work.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. Proper customer service is something this line of business have trained for — possibly for hundreds of years at the big hotel chains. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

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. While the ideas shared focus on hotels, don’t let that stop you from reading this. This is one of the keys to their success.

Article 68

Article 2022 Customer Service Loyalty Programs 68

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. The change is more than cosmetic.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Maz Iqbal

SEPTEMBER 17, 2014

Specifically: It created a shared service initiative to serve groups of hotels by region. It redefined roles & responsibilities of hotel employees. Clearly to support-boost the share price and at the same time to energize the hotel employees. They acted on the hotel receptionists. So what did the hotel management do?

Customer Centricity 100

Customer Centricity Hotels Customer Satisfaction Consulting 100

Retently

MARCH 2, 2023

How would you rate the hotel amenities (pool, fitness center)? The 5-star surveys are popular among service providers like hotels, restaurants, retailers, or medical care, as they allow quick assessment of customer satisfaction and quality of rendered services. How would you rate the packaging of the product?

Customer Satisfaction 158

Customer Satisfaction Feedback Net Promoter Score Culture 158

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Micah Solomon guest post: .

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

Lumoa

JULY 17, 2022

Their diverse portfolio includes 60 theme and amusement parks, zoos, aquariums, water parks, and hotels – each come with their own goals and challenges! Parques Reunidos is the eighth largest leisure park operator worldwide.

2022 83

2022 Hotels Events Feedback 83

ShepHyken

APRIL 8, 2019

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. This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture.

Article 103

Article 2019 Customer Service Hotels 103

Maz Iqbal

SEPTEMBER 2, 2014

In a few days I had grasped the main principles on which the hotel was run …… What keeps a hotel going is the fact that the employees take a genuine pride in their work, beastly and silly though it is. The hotel employee is too busy getting food ready to remember that it is meant to be eaten. You decide.

Customer Centricity 107

Customer Centricity Hotels Insights Customer Service 107

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. The hotel staff was cleaning the restroom at 10 in the morning, right in the middle of our break. Just like the cable company, the hotel staff didn’t do this on purpose. The hotel should have been smarter about when to clean the restrooms.

Hotels 102

Hotels Customer Service Training Customer Service Information 102

ijgolding

SEPTEMBER 13, 2016

Customer Experience – it’s pre-determined by culture! A hotel true to its word. We stayed in an independent hotel called Hotel Tres Reyes (the three kings). We had absolutely no idea what to expect from this hotel – but what we received was absolutely perfect. Customer Experience?

Hotels 93

Hotels Customer Experience Books Customers 93

SurveySparrow

JUNE 28, 2023

Foster a culture of customer-centricity: Customer experience optimization should be ingrained in the culture of your organization. Example: Zoho, a leading software company, has a strong customer-centric culture. Encourage cross-functional collaboration to ensure a holistic approach to customer experience optimization.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

Customer Bliss

JUNE 6, 2017

Our conversation charts Brad’s path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton. Prior to joining Peloton, Brad led strategy and global operations for Starwood Preferred Guest (SPG), Starwood Hotels’ award-winning loyalty program with over 21. About Brad.

Hotels 149

Hotels Social Media Consulting 2014 149

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. Rupesh Patel has hotels and consults with other hotels (large and small), sharing great ideas to improve the bottom line. He lives and breathes hospitality and knows his “stuff.”.

Article 79

Article 2018 Customer Service Hospitality 79

Steve DiGioia

OCTOBER 8, 2015

Creating a service culture in your organization is not a one-time, skills-training event. When I joined the hotel business back in the 90’s, I was lucky to begin my career with great mentors. Think of a restaurant, a hotel, grocery store or even an on-line store. Thanks Tal. The answer is leadership!

Customer Service 89

Customer Service Hotels Leadership Culture 89

Zeisler Consulting

AUGUST 29, 2023

That came to mind recently when reflecting on an experience I had last year at a hotel for a conference. If things had gone a little more sour, it may have been a very bad experience and ruined both of our days (and my impression of that hotel). No be there,” he says, returning once Daniel has vanquished the menacing crew.)

Hotels 72

Hotels Definition Interaction Books 72

ijgolding

MAY 10, 2018

Travelling as far and wide as I do, I consider myself extremely fortunate to witness first hand, customer experience in different cultural environments. The definition of the word empowerment – ‘authority or power given to someone to do something’ – does not align to the legacy of command and control cultures.

Hotels 62

Hotels Travel Culture Customers 62

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., There are other ways of promoting a culture of customer service, such as: Establishing standards of service. Recently Marriott opened the J.W. its 4000th.

Customer Service 143

Customer Service Hotels Social Media 2013 143

BirdEye

NOVEMBER 8, 2023

Current and former employees can anonymously review companies and share insights about company culture, salaries, and the work environment. Businesses listed on Glassdoor can manage their employer reputation, attract top talent, and showcase a positive work culture. Here are the two top sites for hotel reviews most people trust: 40.

Travel 57

Travel Hotels Social Media Healthcare 57

Up Your Service

MARCH 31, 2018

Paul began his career as a hospitality student in 1965, worked with Sun Resorts worldwide for more than 20 years, created and led the One & Only brand , and then led the formation of LUX* Resorts and Hotels.

Hospitality 76

Hospitality Hotels Culture Brands 76

ShepHyken

NOVEMBER 17, 2017

A woman goes online to search for a hotel to stay at during her upcoming trip to New York. She types in “hotels in New York” in the search box and results populate the page. She chooses the Refinery Hotel, with 680 google reviews. – Shep Hyken. She reads through some of the reviews and decides to book her stay.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81