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Ford Versus Ferrari: A Lesson in Customer Experience?

ShepHyken

Functionality versus customer experience: Do they belong together? While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. The Ford costs about $25,000.

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When Your Customer Experience Hits a “Bump in the Road”

ShepHyken

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. It could be that a competitor is delivering a better experience.

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The Cost of Surprising the Customer

ShepHyken

His main example of this happened at the Marriott Long Wharf Hotel in Boston. The goodwill and word-of-mouth marketing the hotel received was far more than the upgrade cost, which was virtually nothing. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Hotels 86
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Guest Blog: Empathy – What Your Customer Service Strategy Is Missing

ShepHyken

With the majority of Americans now owning a mobile device, what better way to stay in touch and relevant to your customers than texting them? By incorporating a text messaging strategy into your customer experience strategy, you’ll never miss an opportunity to connect on a personal level with a customer again.

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The Perfect Way To Impress Your Customers

ShepHyken

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. We have the privilege and honor of working with some amazing clients.

Hotels 117
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Elevating the Ordinary: How Pride Transforms Your Work

ShepHyken

He should sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a great street sweeper who did his job well.’” As I reflected on Laura and her amazing attitude, I considered some of the other employees I’ve seen doing similar jobs in airports, hotels, and other types of businesses. Be extraordinary !

Workshop 152
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‘It’s Out of My Control’ Is a Bad Excuse

ShepHyken

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118