Myra Golden

AUGUST 15, 2017

The sun set my “sleep clock,” as my mother would say, and I just wanted to have food delivered to my hotel room and then retreat to my bed. A food delivery service left a postcard in my hotel room. The note said, “Quick delivery to XYZ Hotel.” I’m in a hotel, how can I eat my salad and entree without a fork?”.

Hotels 45

Hotels Workshop Travel Advertising 45

SurveySparrow

DECEMBER 9, 2019

Don’t make excuses about why your customer service isn’t world-class. Today Survey Sparrow had the opportunity to chat with John Dijulius, a US customer service expert who is redefining the rules of the game. You’ve been an active leader in the world of customer service for quite some time now.

Customer Service 90

Customer Service Books 2002 Measurement 90

ProProfs Chat

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today.

Customer Service 68

Customer Service Airlines Net Promoter Score Customer Retention 68

CSM Magazine

MAY 31, 2022

Of course, you can’t let employees run wild and give away huge amounts of money in order to satisfy your customers. The Ritz-Carlton, by the way, has a limit of $2,000, but that’s because it’s a luxury hotel chain with hotels at exotic locations throughout the world. The Lifetime Value of your Customers.

Hotels 52

Hotels Poor Customer Service 2021 Customer Service 52

Grade.us

SEPTEMBER 12, 2019

Everyone knows people are using reviews to find hotels. If you suspected that customers are looking at a lot more than a star rating, you'd be correct. You can use this information to position your hotel in a positive way, and to develop a review strategy that gives you the most bang for your buck. Bad news first.

Hotels 23

Hotels Travel Hospitality Poor Customer Service 23

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Article 13

Article 2022 Customer Service Rewards Programs 13

Bold360

DECEMBER 4, 2016

According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. Train your customer service reps to deal with difficult customers.

Call Center 56

Call Center Travel Multi-Channel White Paper 56

Interactions

MAY 22, 2019

Book a hotel? With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. Book flights? Book a rental car? Long wait times.

Travel 61

Travel Hotels Hospitality Books 61

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. In today’s connected world, customer service experiences — especially the bad ones — often spread like wildfire.

Hospitality 74

Hospitality Travel Brands Airlines 74

ShepHyken

AUGUST 30, 2019

Sustain Your Customer Lifetime Value Through Exceptional Customer Service. How do you get your customers to keep coming back? The answer is to simply provide outstanding customer service. As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty.

Blog 103

Blog Loyalty Programs Loyalty Lifetime Customer 103

Myra Golden

OCTOBER 11, 2016

Making it hard, rudeness and fighting with customers ruins the customer experience. I’m standing at the front desk of a nice hotel in Baltimore. I told the hotel employee that perhaps my very recent booking was the problem. It takes 10 hotel stays to earn a free hotel night. I travel a lot. Making it Hard.

Hotels 66

Hotels Customer Experience Travel Books 66

Myra Golden

OCTOBER 11, 2016

Making it hard, rudeness and fighting with customers ruins the customer experience. I’m standing at the front desk of a nice hotel in Baltimore. I told the hotel employee that perhaps my very recent booking was the problem. It takes 10 hotel stays to earn a free hotel night. I travel a lot. Making it Hard.

Hotels 66

Hotels Customer Experience Travel Books 66

Interactions

MAY 22, 2019

Book a hotel? With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. Book flights? Book a rental car? Long wait times.

Travel 48

Travel Hotels Hospitality Books 48

CSM Magazine

APRIL 26, 2018

Every business knows this and yet somehow for many, delivering good customer service still seems to be rather low on their list of priorities. In fact, a huge 81% of people say they have left a company after experiencing poor customer service. by Chris Robinson is CEO at Yonder Digital Group.

Banking 40

Banking Fashion Hotels Poor Customer Service 40

ReviewTrackers

JUNE 4, 2018

Customer Experience will overtake price and product as the key brand differentiator by the year 2020,” according to Walker. $75 75 billion is lost because of poor customer service, according to NewVoiceMedia. For example, a customer who writes a review on Google might describe the bed in a hotel as being “soft.”

Measurement 62

Measurement Poor Customer Service Hospitality Hotels 62

Service Untitled

AUGUST 24, 2010

Service Untitled The blog about customer service and the customer service experience. Examples of perks awarded for poor customer service can include coupons, discounts, free upgrades, travel miles, free hotel accommodations, movie tickets, and the list goes on.

Blog 45

Blog Poor Customer Service Hotels 2010 45

CSM Magazine

MAY 24, 2018

Shep Hyken shares a classic example of poor customer service in the hotel industry—and how a new member of staff put things right. I had a chance to talk to the hotel manager about what happened. I preach customer service and soft skills training. Anything less and customers may move on.

Hotels 45

Hotels Poor Customer Service Presentation Customer Service 45

SurveySensum

FEBRUARY 20, 2024

Test different approaches, gather insights, and iterate on your customer journey optimization efforts to drive continuous improvement. Customer service isn’t just a department – it’s the heartbeat of your business. So, how to achieve an exceptional customer service experience?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Test different approaches, gather insights, and iterate on your customer journey optimization efforts to drive continuous improvement. Customer service isn’t just a department – it’s the heartbeat of your business. So, how to achieve an exceptional customer service experience?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySparrow

MAY 8, 2021

Let us give you another example of a customer engagement survey using the likert scale. Example 2: Imagine you run a hotel, and you are interested to know what the customers feel about your hotel staff’s performances. 58% of consumers agreed that they’ll switch companies based on their poor customer service.

Hotels 52

Hotels Measurement Brands Employee Experience 52

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. My Comment: Want to deliver bad customer service? Want to deliver good customer service?

Article 84

Article 2018 Poor Customer Service Customer Service 84

ProProfs Chat

DECEMBER 21, 2020

What’s worse is how 94% of marketers are in agreement with the customers about how brands are failing to meet customer expectations. And what are these customer expectations? Personalized customer service and support. In fact, 47% of consumers end up switching to a different brand due to bad customer service.

Loyalty Programs 98

Loyalty Programs Customers Loyalty Sales 98