Interactions

MAY 22, 2019

Book a hotel? It’s not when I’m comfortably sitting in my house with my laptop and phone, but instead when I’m running through the airport trying to book another flight because my connection was just cancelled, or trying to contact my hotel last minute so I can book another night. Book flights? Book a rental car? Long wait times.

Travel 61

Travel Hotels Hospitality Books 61

ShepHyken

MARCH 6, 2020

They all work together toward the same goal, keeping the customers satisfied. A perfect example of how everyone makes a difference is when I was in a Nashville hotel attending a Board of Directors meeting for the National Speakers Association. Recently I checked into a wonderful hotel in Southern California for a conference.

Customer Service 62

Customer Service Hotels Presentation Travel 62

CSM Magazine

AUGUST 19, 2021

Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard. Heather Balsley, SVP Global Loyalty & Partnerships, IHG Hotels & Resorts. Jeff Shah, VP Customer Care, New York Times. Phil Leininger, SVP – Head of CX, Verizon.

Events 40

Events 2021 Customer Service Chief Customer Officer 40

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? Beyond Transactions: How to Build Lasting Client Partnerships by Lisa D.

2024 67

2024 Article Customer Service Social Media 67

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

2020 52

2020 Customer Service Hotels Contact Center 52

Kate Nasser

FEBRUARY 20, 2016

Truly memorable customer experience is not transaction; it is great interaction. The People Skills Coach™ shares memorable exp at Delta Calgary South Hotel and tips to all hotel leaders & reps on doing the same thing! The post Memorable Customer Experience: Far Deeper Than a Smile | #CX appeared first on KateNasser.com.

Hotels 73

Hotels Customer Experience Customers Interaction 73

Interactions

MAY 22, 2019

Book a hotel? It’s not when I’m comfortably sitting in my house with my laptop and phone, but instead when I’m running through the airport trying to book another flight because my connection was just cancelled, or trying to contact my hotel last minute so I can book another night. Book flights? Book a rental car? Long wait times.

Travel 48

Travel Hotels Hospitality Books 48

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Do they have hotel experience?

2017 76

2017 Article Social Media Customer Service 76

Natalie Petouhof

AUGUST 13, 2015

Operationalizing Social Customer Care on Twitter. One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands.

Customer Service 91

Customer Service Social Media Airlines Hotels 91

Bill Quiseng

NOVEMBER 23, 2021

Kathy, and Marsha, associates who were in hotels I managed. During my time at the properties, these individuals personified customer care over customer service. They not only served their guests to take care of them, they really cared for each guest and every associate.

Hotels 78

Hotels Leadership Customer Care Customer Service 78

Interactions

NOVEMBER 4, 2021

An example of this would be booking a hotel online versus calling the hotel directly to book it. For starters, having a clear definition of self-service can help brands ensure that the technology they are implementing is truly helping customers. Why does it matter how we define self-service?

Omnichannel 62

Omnichannel Hotels Definition Books 62

ShepHyken

FEBRUARY 20, 2019

Rao explained what happened and an hour later the driver made his way back to the hotel where he had picked up Mr. Rao earlier that day. He didn’t ask for money even though he had to take time out of his day to return to the hotel. He just wanted to take care of his customer. No, it was his fault.

Hotels 107

Hotels Customer Focused Customer Service Training Information 107

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.

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. When it comes to competitive industries, few rank higher than hospitality.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hospitality 48

AskNicely

AUGUST 22, 2018

You need a better way to create a loyalty program that your customers care about. Here are three hacks you can use to ensure your program works better for you: Action Real-Time Customer Feedback. Studies have shown that the number one way to build customer loyalty is by showing you care.

Loyalty Programs 60

Loyalty Programs Loyalty Feedback Net Promoter Score 60

Lithium

SEPTEMBER 29, 2022

Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation. The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. This is how a brand does stellar customer engagement.

Hospitality 52

Hospitality Brands Travel Airlines 52

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Contact Center 49

Contact Center Customer Experience Hospitality Hotels 49

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Contact Center 48

Contact Center Customer Experience Hospitality Hotels 48

Oracle

JANUARY 17, 2019

He continues, “The customer experience falls apart when brands hand their customers between traditional business units like marketing, sales and customer care. Customers become frustrated because they are often treated like a “new” person with each hand off.

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the insights! We talk about a few others – as well as where hotels have the upper hand – in the report. What does that mean for hotel brands?

Hospitality 43

Hospitality Insights Hotels Travel 43

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Article 88

Article 2018 Customer Service Customer Centricity 88

ShepHyken

SEPTEMBER 3, 2018

(SmartGuests) Learn the top 5 hospitality phrases you can say to build trust, engagement and bonds with your customers. My Comment: Here are five “Keep Your Customer Coming Back” phrases that can be modified for just about any industry. The Hottest Customer Service Around by Dina Dwyer Owens.

Article 79

Article 2018 Customer Service Hospitality 79

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Events 49

Events Customer Service Customer Experience Customer Care 49

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

JANUARY 17, 2018

The previous year we had stayed at a hotel that did a magnificent job of taking care of us. In looking over the final contract for our most recent meeting at the hotel, there were a few minor changes from the year prior. The first year, the hotel gave us free Internet service for our attendees. And, we did.

Hotels 49

Hotels Leadership Banking Customer Service Training 49

ShepHyken

FEBRUARY 22, 2017

And, once the sale is made, he knows what it will take to keep those customers, which is to maintain that same level of service he demonstrated through the sales process, while maybe even increasing the altitude a bit. A high-priced service usually is accompanied by an excellent customer experience.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

Currency Alliance

JUNE 1, 2020

They’ve found new ways to serve needs through the program, or to express empathy at a time when customers care what a brand is doing to keep customers safe, support employees, and evolve to meet their rapidly changing perceptions of value. Create ‘wow’ moments to keep customers engaged.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Thematic

DECEMBER 9, 2019

After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. It’s easy to imagine a 2x better experience: Only waiting a few minutes for an air-conditioned taxi with a friendly driver who knows the way to our hotel. To monitor whether customers have noticed the improvements you’ve made.

Feedback 126

Feedback 2020 Travel Voice of Customer 126

transcosmos Information Systems

AUGUST 17, 2017

Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm. For this reason, outsourcing companies no longer just offer phone or email customer support. Here are the reasons you should offer an omni-channel engagement to improve customer experience.

Engagement 75

Engagement E Commerce Social Media Customer Experience 75

ShepHyken

MAY 9, 2018

I had a similar “I’m sorry” experience when I went to check out at a hotel. Hmm… most hotels I stay at don’t charge for any of these amenities. Even if it is “too bad,” the way you say it can include some empathy and caring that makes the customer know you feel their disappointment.

Hotels 88

Hotels Customer Service Training Information Customer Service 88

ShepHyken

APRIL 8, 2020

For a little time and the cost of a box of donuts, that manager got the most up-to-date and immediate feedback on what guests thought of his hotel. Think about who your customers talk to outside of your own employees. What a great way to do research and get feedback! He also picked up invaluable information on his competition.

Net Promoter Score 124

Net Promoter Score Effort Score Hotels Feedback 124

Retently

AUGUST 15, 2018

DiJulius, the President of a leading customer experience consulting group. In short, DiJulius left a Ritz-Carlton hotel in a rush, leaving his laptop charger behind. He planned on calling the hotel chain when he got back to his office, but he never got to do it. Get Back to Customers ASAP.

Customer Service 96

Customer Service Social Media Exceptional Customer Service Hotels 96

Lithium

JUNE 11, 2019

This year it’s happening on November 5–7 in Austin, Texas at ACL Live at the Moody Theater and the W Hotel Austin. Not to mention, a Lithium-led workshop on customer care.). Get a glimpse of the experience here. Why join your Lithium community at this event?

Workshop 40

Workshop Hotels Events Customer Care 40

Lithium

JUNE 11, 2019

This year it’s happening on November 5–7 in Austin, Texas at ACL Live at the Moody Theater and the W Hotel Austin. Not to mention, a Lithium-led workshop on customer care.). Get a glimpse of the experience here. Why join your Lithium community at this event?

Workshop 40

Workshop Hotels Events Customer Care 40

Lithium

JUNE 11, 2019

This year it’s happening on November 5–7 in Austin, Texas at ACL Live at the Moody Theater and the W Hotel Austin. Not to mention, a Lithium-led workshop on customer care.). Get a glimpse of the experience here. Why join your Lithium community at this event?

Workshop 40

Workshop Hotels Events Customer Care 40

ShepHyken

OCTOBER 27, 2017

Still in its infancy, RCS is primed to significantly improve the customer experience. For instance, in the hospitality industry, hotels can adopt RCS messaging to boost brand loyalty by offering customers with a hyper-personalized check-in experience all from their messaging inbox.

Customer Service Strategies 84

Customer Service Strategies Blog Customer Service Hotels 84

COPC

DECEMBER 1, 2016

Our first industry focus is the customer experience in travel and hospitality, including the customer care experience, the purchase experience, and customer loyalty.

Travel 40

Travel Webinar Hospitality Hotels 40