CSM Magazine

AUGUST 22, 2019

VP, Client Services, Boston Red Sox. Senior Director, Customer Care, Hilton. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. SVP, Digital Product, Messaging & Support, Citi. VP, Marketplace Operations, Nike.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ShepHyken

JUNE 6, 2022

It is the client’s well-being that to a large extent determines the satisfaction with the stay at the hotel and the willingness to use its services once again. And it all starts with the first contact when the customer visits the website. While the ideas shared focus on hotels, don’t let that stop you from reading this.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

FEBRUARY 2, 2022

This was a great way to keep the valets busy during slower times and make them some extra money when the customers generously tipped them for an amazing experience. . Certain hotels used to offer a shoe-shine service while you were asleep. So, I started thinking about other ways I’ve seen this concept in practice. .

Hotels 126

Hotels Customer Service Training Touchpoint Customer Service 126

ShepHyken

JANUARY 31, 2023

It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience.

Customer Service 140

Customer Service Hotels Customer Service Training Reference 140

ShepHyken

JULY 12, 2017

He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. He asked if the hotel was dog-friendly.

Hotels 98

Hotels Customer Focused Customer Service Training Customers 98

ShepHyken

NOVEMBER 11, 2022

QR codes in hotel check-ins and rooms . QR codes are used in the hospitality industry, especially by hotel chains, to interact with customers. Customers can find out about places to visit in the city, the in-room dining menu, and other important information needed by scanning the QR code.

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I recently went to breakfast at a hotel. It’s not that they want to do it. They have no choice. . There was a line, yet there were a number of open tables. I asked the manager why we couldn’t be seated.

Poor Customer Service 147

Poor Customer Service Hotels Customer Service Training Customer Service 147

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . I would only hire the best people and train them to take care of our customers. . We would make them feel like they were a guest at a fine hotel or restaurant.

Hotels 168

Hotels Customer Service Training Financial Retail 168

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system.

Hotels 123

Hotels Customer Service Training Reference Retail 123

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. . I get a survey. You get the idea.

Rewards Programs 123

Rewards Programs Airlines Hotels Feedback 123

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.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

ShepHyken

JANUARY 24, 2018

I received a response from Nayeli Burns ( @Nayelihrc ), the concierge at Encore Event Technologies, an “in-house” event production company in hotels and resorts throughout North America. If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more.

Hotels 99

Hotels Events Fashion Customer Service Training 99

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

Article 51

Article Net Promoter Score 2017 Customer Service 51

ShepHyken

JULY 10, 2019

Because the captain had forgotten to bring his immigration documentation and had to retrieve it from his hotel. My flight attendant told me that earlier in the week, the same flight had been delayed more than two hours. I joked with her and said, “I hope he hasn’t forgotten how to fly the plane!” Here’s an example that’s not so farfetched.

Hotels 128

Hotels Books Document Customer Service Training 128

ShepHyken

OCTOBER 16, 2019

I once received a survey before I even left the property of a hotel I was staying at. That is why it’s important that the survey is done the right way. Here are a few dos and don’ts to consider: Don’t send the survey too soon. Don’t wait too long to send the survey. I’ve received surveys two weeks after my experience with a company.

Hotels 99

Hotels Customer Service Training Feedback Article 99

Second to None

MARCH 30, 2018

When I arrived at my hotel room, I was speechless. In fact, 86 percent of business leaders say customer experience is foundational to their success. Here are three fundamental tools for building a superior customer-service strategy. I did so immediately. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Talkdesk

JANUARY 10, 2017

Think about booking a hotel room before the year 2000. Not a big deal, but it meant that a vast majority of the hotel’s incoming conversation was transactional. In 2017, most people book rooms through websites or apps, but hotels still get the same volume of phone calls. Maybe bots will help. That’s all for you to determine.

Hotels 40

Hotels 2017 Books Contact Center 40

ShepHyken

MAY 16, 2018

Or, does it measure up to the experience you would want your customers to have? Years ago I wrote about when the Ritz-Carlton took over a hotel that needed serious renovations. Is it a tiny, dirty, rundown part of the building? The first area they remodeled was the employee entrance.

Employee Experience 96

Employee Experience Hotels Culture Customer Service Training 96

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.

Article 87

Article 2018 Customer Service Customer Centricity 87

ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. LinkedIn) Hotel people like yourself are the reason why others can take their mind off troubles and get a comfortable night’s sleep (even though their house is under water or completely destroyed).

2017 82

2017 Article Customer Service Hospitality 82

Very Best Service

AUGUST 5, 2011

Why not send away your customer service team to one of the 5 star best hotel getaways so that they can celebrate their success in style, maybe with a bottle of Champagne? Customer service success only comes after a lot of innovation, passion and hard work.

Customer Service 40

Customer Service Hotels Customer Relationship Management Customer Service Strategies 40

ShepHyken

APRIL 24, 2020

Customers : Know that contacting customer service is going to take longer, especially with hard-hit companies like?hotels hotels and airlines. Remember there are other customers who also need assistance. Extend that same patience, kindness, and understanding to your agents on the front lines.

Customer Service 76

Customer Service Airlines Travel Entertainment 76

ShepHyken

JANUARY 26, 2018

Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. Just two weeks ago I went to check in at a condo-hotel where a good friend of mine was lending me his unit.

Blog 83

Blog Leadership Consulting Exceptional Customer Service 83

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Article 13

Article 2022 Customer Service Rewards Programs 13

ShepHyken

NOVEMBER 10, 2017

Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation. 3. Provides a seamless customer on-boarding experience. Promising travel search marketplace, ixigo, uses the power of live chat to solve traveler queries around the clock.

Customer Journey 74

Customer Journey Blog Fashion E Commerce 74

Comm100

NOVEMBER 8, 2017

But the hotel wasn’t content with offering her a link to a similar clock. This exclusive treatment, which probably didn’t cost the hotel much time or money, made a huge impact on Christina and inspired her to share her story online. Chapter 1: 9 Unmissable Reasons Why You Need to Care about Social Media Customer Service.

Social Media 48

Social Media Customer Service Marketing Hotels 48

ShepHyken

SEPTEMBER 19, 2018

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. I sat down at an open seat in the hotel lobby and noticed that my oatmeal looked more like soup that oatmeal. They had instant oatmeal in a cup.

Hotels 23

Hotels Workshop Customer Service Training Books 23

ProProfs Chat

JANUARY 30, 2020

But at the same time, if you provide this facility to your operators to provide prompt support services and engagement services to customers, you’ll cover more customers in one go. Plus, you’ll reduce the possibility of missing out on customer support queries. Impact of Customer Engagement On Sales.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Martin Hill-Wilson

JANUARY 29, 2016

I can imagine robots scooting up and down the shop floor or greeting travellers arriving in a Tokyo hotel reception. But I can’t quite imagine the Amazon resource planners introducing robots for their Mayday service as yet. For sure considering robots in your retail channel is valid since stores are physical touch points.

Roadmap 49

Roadmap 2016 2019 Customer Journey Mapping 49

ShepHyken

MARCH 6, 2020

Everyone makes a difference: the sales force, the service technicians, the clerical staff, the PR department. They all work together toward the same goal, keeping the customers satisfied. If we give you good service, your group will bring back its business here and not to the competition.”. A second hotel example.

Customer Service 123

Customer Service Hotels Presentation Travel 123

ShepHyken

MARCH 6, 2020

Everyone makes a difference: the sales force, the service technicians, the clerical staff, the PR department. They all work together toward the same goal, keeping the customers satisfied. If we give you good service, your group will bring back its business here and not to the competition.”. A second hotel example.

Customer Service 62

Customer Service Hotels Presentation Travel 62

inmoment

MARCH 9, 2020

It has probably been years since you stopped to check out of your hotel. However, the new world of customer experience also makes new demands on customers. If not managed skillfully, these demands can drive away large segments of your customer base. Companies must work overtime to ensure no customer gets left behind.

Customer Experience 52

Customer Experience Hotels Leadership Financial 52

ShepHyken

JULY 11, 2018

I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them. What the Crowne Plaza Lansing did was different. From your friends at the Crowne Plaza.

Customer Experience 4

Customer Experience Hotels Travel Customer Service Training 4

SurveySparrow

OCTOBER 1, 2023

It’s a way to provide instant responses and support to a large number of customers simultaneously. Online Booking Platforms : When you book a flight or reserve a hotel room online, you’re using a low touch service. This approach is ideal for customers who value the convenience of making bookings independently.

Customer Service 52

Customer Service Customer Experience Customers Travel 52

ClientSuccess

NOVEMBER 14, 2019

As a premier and exclusive customer success conference, attendees can expect to learn more about CSM in an exceptional learning environment with like-minded individuals (and incredible evening activities like hiking and skiing). Customer SuccessCon. W Hotel, Seattle, WA. January 13, 2020.

2020 40

2020 Customer Success Hotels Events 40

ClientSuccess

NOVEMBER 14, 2019

As a premier and exclusive customer success conference, attendees can expect to learn more about CSM in an exceptional learning environment with like-minded individuals (and incredible evening activities like hiking and skiing). Customer SuccessCon. Hotel Shattuck Plaza Berkeley, CA. November 18, 2019.

2020 40

2020 Customer Success Hotels Events 40