InMoment XI
FEBRUARY 7, 2024
The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. Hotel customers are no exception. So much time locked inside caused a massive correction.
Kayako
JULY 28, 2022
Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. So what is the answer?
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ShepHyken
JUNE 24, 2019
Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.
Customer Enthusiast
MAY 3, 2016
Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. Quantifies invisibility : It validates the existence of neutral customers (labeled “Passives”) who largely feel invisible to the organization and its employees.
Steve DiGioia
SEPTEMBER 9, 2016
One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. The post The Ultimate Customer Service KPI?
NICE inContact
NOVEMBER 13, 2018
Recently I was forced to stay in a hotel because my flight was canceled due to bad weather. When I showed up at the hotel, I couldn’t believe how long the line was to check in. Without even knowing it, they were teaching me some of the basics of good customer service. It’s just frustrating. How could they not have known?
ShepHyken
NOVEMBER 17, 2017
Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.
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