ShepHyken

FEBRUARY 12, 2024

Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers. Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications.

2024 67

2024 Article Customer Service Social Media 67

ShepHyken

MARCH 2, 2020

The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. My Comment: Is customer experience (CX) broken in most organizations? The new guest-centric look of loyalty for hotels by Mitra Sorrells. Lots to learn here.

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

DECEMBER 28, 2020

Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior. Excellent Customer Service? It Starts at the Top!

Article 141

Article 2020 Customer Service Loyalty Programs 141

ShepHyken

AUGUST 1, 2022

Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. They can even be someone’s first real impression, eclipsing marketing materials. Want to “deliver delight” to your customers?

Article 70

Article 2022 Customer Service B2C 70

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media. Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

OCTOBER 11, 2021

What’s interesting is that the Champions category more than doubled from 6% to 14%, which tells me more companies see the benefit of customer experience. Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Intentionally Creating a Culture that Prioritizes Customer Experience by Martha Kesler.

2021 73

2021 Article Customer Service Hospitality 73

ShepHyken

JANUARY 2, 2023

This is where a customer is surprised about the price. For example, there is the surprise surcharge (a resort fee that was mentioned in the fine print) a hotel charges at checkout. Creating the Best Customer Experience by Kari Polson. Sprout Social) Building and maintaining your brand in a crowded market is no easy feat.

Article 65

Article 2023 E Commerce Customer Service 65

ShepHyken

NOVEMBER 19, 2018

Fader and Toms recently spoke on the Knowledge@Wharton radio show on SiriusXM about the importance of being customer centric. This is an interview with Peter Fader (Marketing professor at Wharton) and Sarah Toms (executive director of Wharton Interactive), the authors of “The Customer Centricity Playbook.”

Article 88

Article 2018 Customer Service Customer Centricity 88

ShepHyken

MAY 16, 2018

One of my favorite concepts to write and talk about is the Employee Golden Rule, which is to treat employees like you want the customer to be treated. First, let’s talk about the customer experience. Is it marketing? Customer support? Or, does it measure up to the experience you would want your customers to have?

Employee Experience 96

Employee Experience Hotels Culture Customer Service Training 96

ShepHyken

FEBRUARY 22, 2017

A high-priced service usually is accompanied by an excellent customer experience. Just think of the level of customer care that hotels like the Ritz-Carlton demonstrate. Zabel says, “Too many times a company’s marketing propaganda just doesn’t match the customers’ experiences after the sale.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

ShepHyken

JANUARY 22, 2023

13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships. Here are my top five picks from last week.

Article 48

Article 2023 Customer Service Contact Center 48

ShepHyken

APRIL 13, 2020

My Comment: The concept of “white glove service” can be much more than just being acutely attentive to the customer. The concept of a fine hotel or fancy restaurant comes to mind. ” Business Communication In The Customer Experience Era by Tosho Trajanov. Here are a few key steps that will get you there.

Article 99

Article 2020 Customer Service Hotels 99

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? Do you see the difference between customer service vs. customer experience? Yes, you do!

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

ShepHyken

JULY 4, 2016

Great story backed up with some simple “how to’s” to build a customer focused culture. Marketing Nutt) Customer reviews on sites like Yelp, Google and industry-specific sites can be the lifeblood of businesses across verticals. And, these reviews aren’t just for consumer focused companies (retailers, restaurants, hotels, etc.).

2016 81

2016 Article Customer Service Culture 81

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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

Service Untitled

NOVEMBER 28, 2012

The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. This means seeking out the customers unanticipated and unvoiced needs. How do you collect this data? .

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

JULY 11, 2016

(Maritz Motivation Solutions) Maritz Motivation Solutions, a leader in providing consumer loyalty programs to US and global companies for more than 30 years, has released the Insider’s Guide to Customer Loyalty, providing insight and tips on loyalty programs for marketers and brands. For information contact or www.hyken.com.

2016 81

2016 Article Customer Service Loyalty Programs 81

ShepHyken

MAY 30, 2022

Poor Customer Service Is Strangling Business Growth by Iqra Ansari. The Drum) When we reflect on poor customer service, we often associate it with long wait times, inadequate staff and slow outcomes. It could be systems, marketing messages that over-promise, lower quality products, and more.

Article 13

Article 2022 Customer Service Rewards Programs 13

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

2018 40

2018 Customer Service Contact Center Omnichannel 40

ShepHyken

JANUARY 23, 2023

13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships. Here are my top five picks from last week.

2023 14

2023 Article Customer Service Contact Center 14

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: Do your customers open your emails to them? Experience Hotel analyzed more than 9 million emails they sent to their guests. That’s marketing.

Article 149

Article 2021 Customer Service Loyalty Programs 149

SmartKarrot

FEBRUARY 15, 2022

He is an expert in customer-centric business strategies and helps firms generate fresh, actionable insights, most of which have already become industry standards. Temkin has expertise in customer service, marketing, interaction design, and leadership strategies. Pete Abilla is a well-known growth marketing leader.

2022 10

2022 Customer Service Social Media Customer Centricity 10

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

AUGUST 22, 2022

According to Salesforce’s latest State of Marketing report, 80% of marketers are now in charge of CX initiatives across the enterprise. My Comment: Marketing has traditionally been about getting customers to want to do business with a company or brand. How To Make Hospitality Customer Service Shine by Paul Savarino.

2022 14

2022 Article Customer Service Hospitality 14