ShepHyken

MARCH 2, 2020

PhocusWire) Consumer devotion has become the holy grail of the hospitality industry, and the battle for it is more intense than ever. My Comment: Just because this article focuses on loyalty in the hospitality (hotel) industry, doesn’t mean you shouldn’t read it. Zendesk) The good news is that customer focus can be improved.

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

SEPTEMBER 5, 2022

The Remarkable Customer Experience Recovery System and Digital Transformation by Are Morch. Hospitality Net) In the hotel industry, we have traditionally emphasized customer service and customer service recovery. My Comment: I always enjoy learning from the hospitality industry. Follow on Twitter: @Hyken.

Article 67

Article Net Promoter Score 2022 Customer Service 67

ShepHyken

AUGUST 2, 2021

The author shares their favorite measurement tools and why they may help you measure more than just customer satisfaction. Why Messaging is the Gateway to Great Customer Experiences by Tristan Gadsby. While this article focuses on messaging in the hospitality industry, there are ideas that can cross into almost every industry.

Article 91

Article 2021 Customer Service Hospitality 91

ShepHyken

JANUARY 25, 2021

The author focuses on retail, but I see this way of thinking working for just about every type of business. Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. Follow on Twitter: @Hyken.

2021 155

2021 Article Customer Service Guest Experience 155

ShepHyken

DECEMBER 5, 2022

Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Article 69

Article 2022 Customer Service Hospitality 69

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. My Comment: If you’ve been following me, you know I’m a big fan of all companies having a hospitality mentality.

2021 72

2021 Article Customer Service Hospitality 72

ShepHyken

JULY 14, 2021

Both of these authors have a hospitality background. Both know the value of their customers hearing yes for an answer. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. My friend Christine Trippi wrote a book titled Yes Is the Answer. What is the Question ?

Hotels 168

Hotels Hospitality Transportation Customer Service Training 168

ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Zappos.com has its Delivering Happiness programs. Follow on Twitter: @Hyken.

Hospitality 155

Hospitality Books Customer Service Training Leadership 155

ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. 5 Hospitality Phrases Guests Remember Most by Rupesh Patel. He lives and breathes hospitality and knows his “stuff.”.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. Managing the reception and registration process in a hospital is tricky. He was in excruciating pain.

Hospitality 81

Hospitality Customer Service Training Customer Service Information 81

ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. 25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Hospitality 81

ShepHyken

MARCH 28, 2022

The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. Hospitality Net) Why do so many hotel loyalty programs fail? While the author focuses on the hospitality industry, the ideas can be considered for any type of points or perks type of program.

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

AUGUST 31, 2022

I asked everyone to write down an example of when they created a positive experience – in other words, a Moment of Magic – for either a customer or colleague. . He said that he was working with a hospital that was building an addition. Follow on Twitter: @Hyken. The post When Pigs Fly appeared first on Shep Hyken.

Hospitality 67

Hospitality Books Customer Service Training Presentation 67

ShepHyken

APRIL 8, 2019

Steve’s background is in the hospitality business, and so much of what he shares in this article can apply to any business. The hospitality mentality applies to all. Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. A good service opportunity went bad. but it’s worth it.

Article 101

Article 2019 Customer Service Hotels 101

Experience Investigators by 360Connext

MARCH 16, 2015

Hear from the best customer experience thought leaders from companies like Confirmit, Qualtronics, Universal Mind, and more. Need a customer-focused speaker for your next event? Sessions are brief and impactful so you can learn more, faster. Save 25% if you use our promo code: JEANNIE. Register today!

Events 223

Events Customer Experience Webinar Telecommunications 223

Customer Bliss

SEPTEMBER 27, 2016

Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. Jennifer is Chief Customer Officer at Gaffey Healthcare. It’s been awesome! This week: another great one.

Healthcare 141

Healthcare Chief Customer Officer Hospitality Leadership 141

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Hospitality 130

Hospitality Customer Service Training Customers Customer Service 130

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” What are the qualities of a customer-focused employee?

Workshop 81

Workshop 2011 2012 Leadership 81

ShepHyken

DECEMBER 28, 2020

(Hotel Executive) This article will address what great customer service is from the guest perspective and the value of general managers setting the standards. My Comment: Let’s take a lesson from the hospitality industry. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 139

Article 2020 Customer Service Loyalty Programs 139

Customer Guru

JANUARY 16, 2018

In this specific context, exceeding customer expectations in hospitality is a bit different from doing so in non-hospitality. Instead of disappointing the customers after raising their expectations, it is necessary to deliver on the basic amenities that are promised, before WOWing them.

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

ShepHyken

APRIL 3, 2017

One of the most powerful ways to think of customer service is with a “hospitality mentality.” There is a lot that any company in any industry can learn from the hotel and hospitality industry. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. by AJ Agrawal . Follow on Twitter: @Hyken.

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

DECEMBER 20, 2021

customer experience, I had the pleasure of interviewing A.J. Brooks, Lecturer; Assistant Director of Entrepreneurial Hospitality, A.B. My Comment: A WOW customer experience is not always about being over the top. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

2021 69

2021 Article Customer Service 2022 69

ShepHyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

Article 89

Article 2021 Customer Service Retail 89

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

SEPTEMBER 5, 2016

5 Hospitality Customer Service Habits – Warm & Welcoming by Rupesh Patel. LinkedIn) In this article, I share five ways you and your hospitality team can offer more memorable welcomes, that your guests will love (and what to avoid saying). Ease of doing business is a competitive advantage. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Hospitality 0

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Experience This!

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

ShepHyken

JUNE 6, 2022

And it all starts with the first contact when the customer visits the website. My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” And often, repeat business leads to customer loyalty. Adapt them to work for your industry.

Article 67

Article 2022 Customer Service Loyalty Programs 67

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. As we develop our APAC client base and grow , recruiting people with a passion for service and a customer focused mindset is key.

Leadership 40

Leadership Automotive Hospitality Travel 40

Customer Bliss

AUGUST 4, 2015

Product Power Core Resources and success metrics center on product development, not necessarily on customer focus. This is sometimes seen in hospitality or in the distribution businesses. Make Customers a True Priority of Your Business. You may also see another in a supporting second place of strength.

Hospitality 198

Hospitality Insurance Leadership Sales 198

Solvvy

NOVEMBER 30, 2022

In Solvvy, Zoom has added a leading conversational AI solution to deliver value to customers and our skilled team, who shares Zoom’s well-earned reputation for innovation, customer focus, and agility.

Virtual Agent 62

Virtual Agent Contact Center Hospitality 2023 62

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com. email, chat, web).

Leadership 68

Leadership Customer Service Seminar Hospitality 68

ShepHyken

OCTOBER 5, 2020

” My Comment: The concept of a concierge is not limited to the hospitality industry. Delivering a concierge style of service implies that the customer will be receiving a higher level of service. And, in most businesses, that is the type of experience that could get the customer to come back – and maybe even become loyal!

2020 65

2020 Article Customer Service Hospitality 65

ShepHyken

APRIL 27, 2020

“Giving back” is part of the customer experience. And, that’s exactly what restaurateur Danny Meyer, CEO of Union Square Hospitality and founder of Shake Shack, did when the company gave back $10 million to the government after receiving the funds as part of the PPP stimulus package. Follow on Twitter: @Hyken.

Article 81

Article 2020 Customer Service Government 81

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Customer Service Training Consulting 49

ShepHyken

NOVEMBER 19, 2018

This short article shares five ways to use video to enhance the customer experience, including how-to videos, clients sharing how they best use the company’s products and more. How Human-Centric Design Thinking Can Improve the Customer Experience by Kindra Cooper. This short article shares several great ideas to simplify the process.

Article 86

Article 2018 Customer Service Customer Centricity 86

Steve DiGioia

NOVEMBER 5, 2015

She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening. Yet so many customer service managers and teams focus on checklists and procedures above listening and adapting to customers.

Customer Service 108

Customer Service Hospitality Workshop Hotels 108

ShepHyken

JULY 31, 2017

Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level. Here are a number of examples of how the hotel industry can deliver better service and a customer experience. My Comment: This has been out there a while, but I discovered it just a few days ago.

2017 0

2017 Article Net Promoter Score Customer Service 0