ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making.

2024 78

2024 Article Hotels Loyalty Programs 78

Maz Iqbal

JULY 26, 2020

You travel on business and your expenses are covered such that you can choose to stay at a 5* hotel (with swimming pools, jacuzzi, sauna, various bars, three restaurants, fantastic lawns outside) or a family owned/run restaurant that is less than half the price and doesn’t have the look/feel nor the facilities of the 5* … Continue reading (..)

Hotels 63

Hotels Customer Experience Travel Customers 63

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. A positive guest experience involves going beyond basic customer service. More on this later.)

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

ShepHyken

MAY 28, 2024

What inspired me to do so was an article by Chip Bell, my friend and fellow customer service expert, who recently wrote a Forbes article titled The Magic of Serving with Radical Generosity. His main example of this happened at the Marriott Long Wharf Hotel in Boston. He checked in late for a one-night stay.

Hotels 91

Hotels Workshop Customer Service Training Article 91

Experience Investigators by 360Connext

APRIL 28, 2015

As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Hospitality Guest Experience Books 52

ShepHyken

NOVEMBER 3, 2021

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.

Hospitality 166

Hospitality Hotels Customer Experience Feedback 166

LiveChat

AUGUST 25, 2017

As you probably know, I’m nuts about customer service and great customer experience. Every time I’m on my holidays, I collect every single #custserv experience and try to learn from it. In this post, I’d like to show you two examples of a service I experienced during my holidays. I was wrong.

Hotels 104

Hotels Travel Culture Customer Experience 104

Oracle

MARCH 5, 2018

In episode 20 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share tips and strategies for creating remarkable customer experiences, analyzing lessons learned from Michelin-starred restaurants to hotels and art galleries. See the Experience This!

Hotels 62

Hotels Customer Service Travel Events 62

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Now, every interaction is crucial, and every experience you offer counts. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service!

Customer Service 52

Customer Service Customer Experience Customers Travel 52

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Article 67

Article Customer Service Hospitality Hotels 67

ShepHyken

JANUARY 31, 2023

He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. Get more information on The Customer Focus ™ customer service training programs.

Customer Service 141

Customer Service Hotels Customer Service Training Reference 141

Doing CX Right

JULY 7, 2023

Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. The post Golden Ticket to Customer Experience Event July 2023 appeared first on Doing CX Right. Only for DoingCXRight subscribers this week. Learn details and register for drawing ony July 10.

Events 97

Events 2023 Customer Experience Hotels 97

Magellan Solutions

JUNE 10, 2021

What is covered by a vacation rental answering service. Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. Excellent customer service means never allowing the concierge desk to sit empty. Even to call center solutions for large hotels. TALK TO US!

Hotels 52

Hotels Entertainment Hospitality Call Center 52

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Article 78

Article 2024 Customer Service Airlines 78

Doing CX Right

FEBRUARY 3, 2023

Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right. Only for DoingCXRight subscribers this week. Learn details and register for drawing by Feb 9.

Events 98

Events Customer Experience Hotels Customers 98

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Published on: January 29, 2016. I think it comes down to four areas: 1.

Hotels 56

Hotels Customer Service Social Media Travel 56

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story.

2021 157

2021 Article Customer Service Guest Experience 157

TechSee

SEPTEMBER 24, 2019

On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. Was this evidence of a successful customer experience strategy?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. My Comment: My friend and fellow customer service expert, Dan Gingiss (a.k.a. It’s that simple. Close enough!).

Article 67

Article Net Promoter Score 2022 Customer Service 67

ShepHyken

APRIL 16, 2024

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. Don’t be ordinary.

Workshop 151

Workshop Hotels Customer Service Training Books 151

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 120

Customer Experience Hotels Banking Airlines 120

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024.

2024 60

2024 Article Customer Service Workshop 60

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative.

2021 140

2021 Article Customer Service Airlines 140

Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. Now is the time to ensure your customer experience strategy includes data driven personalization. For the modern consumer, expectations are growing.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. What Makes Good Customer Service?

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

AUGUST 1, 2023

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

Hotels Travel Workshop Reference 117

Kustomer

AUGUST 28, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 52

Customer Service Airlines Hotels Omnichannel 52

The DiJulius Group

JANUARY 3, 2022

The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. Read Full Article.

2021 98

2021 Customer Service Hotels Article 98

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

2024 67

2024 Article Customer Service Social Media 67

ShepHyken

JULY 11, 2023

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

Hotels Workshop Customer Service Training Communication 118

Michel Falcon Experience

APRIL 7, 2020

I want every business professional to learn the difference between customer service vs. customer experience. Customer Service. How I define customer service to our team, anyone that I keynote speak for or someone who purchases my online course is quite simple, Customer service are actions.

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

Customer Bliss

AUGUST 8, 2019

The following books should be in your arsenal for customer experience transformation. The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. knows a thing or two about creating memorable experiences and providing stellar customer service.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

Bill Quiseng

APRIL 25, 2021

We can learn from the processes we took during this pandemic to establish the same steps to reassess and create our customer experience in what is the new normal. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Customer Experience 190

Customer Experience Hospitality Airlines Hotels 190

Customer Enthusiast

MARCH 31, 2023

Last month, I presented to a group of hotel general managers. For that reason, we’ve had … Continue reading "The 3 Ps of purpose-driven customer service (Part 1)" Source For that reason, we’ve had … Continue reading "The 3 Ps of purpose-driven customer service (Part 1)" Source

Customer Service 62

Customer Service Hotels Presentation Connections 62

Experience Investigators by 360Connext

APRIL 7, 2015

He informed me it had departed and we should go to customer service. (It We walked through the airport and found the customer service agent. My husband tries another American Airlines customer service rep. He gets customer service and what it means to care about customers.

Airlines 307

Airlines Customer Experience Travel Books 307