ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

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

SurveySparrow

MAY 26, 2022

Do you want to deliver a memorable experience to your guests through personalization and stellar customer service? A hotel guest questionnaire is just what you need. In this guide, we cover all that you need to optimize your services and make guest satisfaction seem like a breeze. Need for a hotel guest questionnaire.

Hotels 52

Hotels Books Feedback Hospitality 52

InMoment XI

MARCH 11, 2024

An organization can act on these insights by fixing the existing product or service, and then making sure similar issues don’t appear in the future. As an example, let’s imagine the same financial services firm from earlier experiences a prolonged period of poor customer service due to understaffing or inadequate training.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

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. Package” by Chip Bell.

2021 154

2021 Article Customer Service Guest Experience 154

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Article 67

Article 2022 Customer Service Loyalty Programs 67

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. Here are my top five picks from last week.

2024 58

2024 Article Customer Service Workshop 58

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.

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Contact Center Virtual Agent E Commerce E-support 260

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

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 65

2024 Article Customer Service Social Media 65

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. Delivering excellent customer service isn’t just about responding when there’s an issue, resolving it and moving on. For the modern consumer, expectations are growing.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

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

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Hospitality Net) Why do so many hotel loyalty programs fail?

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty?

Article 64

Article 2023 E Commerce Customer Service 64

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

2021 71

2021 Article Customer Service Hospitality 71

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Here are three predictions of how loyalty programs must evolve in hospitality. The hotel is a dispensary of experiences. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Article 139

Article 2020 Customer Service Loyalty Programs 139

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro.

2020 105

2020 Article Customer Service Hospitality 105

Bill Quiseng

FEBRUARY 1, 2016

This was originally published as a guest post on Shep Hyken’s customer service blog. . Even hotels are experimenting with robots to deliver room service. But in this technological evolution, too many companies are confusing customer services with customer service. Rarely, if at all.

Customer Service 119

Customer Service Banking Loyalty Hotels 119

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. And high expectations from their customers.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

TechSee

OCTOBER 23, 2018

Thanks for calling our Hotel. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. If so, I see you have 345 Loyalty points available to use towards your stay. Personalization as a driver in customer service. How may I help you? Vs. Good morning, Laura.

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Customer Service 2007 Virtual Agent 2018 157

CSM Magazine

JULY 30, 2021

Hotel guests are so passionate about excellent housekeeping that they’re more likely to leave a negative review if your services don’t meet their standards, according to Booking Factory. Exceed the needs and expectations of customers. Leverage technology to improve services. Keep your staff happy.

Hospitality 52

Hospitality Customer Service Hotels Insurance 52

ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. It’s usually a box of chocolates, a bottle of wine or something the hotel can provide.

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Hotels Travel Workshop Reference 117

Currency Alliance

MARCH 30, 2022

As I reflected on the presentation footage, I decided I wanted to share these principles with the many loyalty professionals I’ve met building Currency Alliance over the last seven years. In recent years, brands have invested more in loyalty. but within a few years it had become South Africa’s leading loyalty program.

Loyalty 52

Loyalty Loyalty Programs Airlines Hotels 52

InMoment XI

APRIL 3, 2024

They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had. Your brand needs to deliver on all fronts in order to create a memorable experience for these customers.

Customer Expectations 260

Customer Expectations 2024 Touchpoint Omnichannel 260

Experience Investigators by 360Connext

OCTOBER 3, 2023

A lot of customer experience teams focus on collecting surveys. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. AI has evolved to identify emotional cues during customer conversations. And I’d bet your team is, too!)

Feedback 270

Feedback Social Media Hospitality Hotels 270

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. It’s a win-win.

Article 48

Article 2023 Customer Service Contact Center 48

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. 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. Follow on Twitter: @Hyken.

Article 69

Article 2022 Customer Service B2C 69

Maz Iqbal

DECEMBER 15, 2015

Here’s what I think the hotel … Continue reading "What Can The Hotel Industry Learn From Homelands B&B?". It was so good that staying at Homelands occurred as staying at a home away from home. My experience lived up to the five star rating that Homelands has earned on TripAdvisor.

Hotels 75

Hotels Loyalty Customer Insights Insights 75

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall. No more broken treadmills! How lovely.

Travel 282

Travel Hotels Guest Experience Airlines 282

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. You have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Customer loyalty is not ONE BIG WOW to a customer. Relationships build loyalty.

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Loyalty B2C Hotels B2B 134

SurveySparrow

JUNE 20, 2023

One element stands out as a game-changer in the fast-paced corporate world where there is fierce competition and constantly changing customer expectations: the customer service experience. It’s the magic element that can turn a one-time customer into an avid advocate of the brand.

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

CSM Magazine

DECEMBER 6, 2022

There are several benefits to outsourcing customer service in the hospitality industry. Read on to learn more about the benefits of outsourcing customer service in the hospitality industry. Service Quality. When a hospitality company outsources their customer service to a contact centre, they reduce its risk.

Hospitality 52

Hospitality Customer Service Hotels Books 52

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. 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! Let’s make sure your customers do. What makes it high touch?

Customer Service 52

Customer Service Customer Experience Customers Travel 52