ShepHyken

NOVEMBER 3, 2021

My hotels have struggled this year with our service scores. In years past both of my locations were consistently in the top 30% of brands. Do you provide ongoing reinforcement or training to keep your employees guest-focused? . This hotel owner knew his ratings were slipping and wanted to do something about it.

Hospitality 166

Hospitality Customer Experience Hotels Feedback 166

ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. What is the Question ? The simple answer is, “No.”

How To 169

How To Hotels Hospitality Transportation 169

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 78

Self Service Customer Service Airlines Touchpoint 78

ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. Travelers Today) Customer service should be an integral part of any brand’s strategy.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

SEPTEMBER 5, 2022

(CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. How has the ongoing digital evolution impacted how customers view patience today? It’s that simple. Close enough!).

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

Beyond Philosophy

OCTOBER 18, 2017

Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes. The hotel mini-bar is a great example. The mini-bar seems customer-focused at first glance. However, the mini-bar experience isn’t customer-focused.

Hotels 136

Hotels Policies Consulting Customers 136

ShepHyken

JANUARY 25, 2021

(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. ” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries. Follow on Twitter: @Hyken.

Customer Service 157

Customer Service Guest Experience Loyalty Programs Hospitality 157

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., Because many times I leave my name and phone number in the comment section for the company or brand to call me. You must let your customers know you are listening to them! .

Survey 124

Survey Rewards Programs Airlines Hotels 124

ShepHyken

OCTOBER 11, 2021

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. Here are the four best ways to make sure your customer service is top-notch in 2021. What Makes an Optimal Customer Experience in 2021?

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

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. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail?

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

JANUARY 8, 2023

Seven Ways to Improve Customer Service in Hotel Industry by TravelDailyNews (TravelDailyNews) Excellent customer service is crucial in the hospitality industry, where customers often play an active role. Travelers usually stay at hotels to indulge in self-care or mark special occasions.

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

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. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

ShepHyken

JANUARY 2, 2023

My Comment: I love learning from major brands (like Walmart and McDonald’s). This time we take a look at loyalty programs and the changes these brands made that may need to be “fixed” in the near future. This is where a customer is surprised about the price. Creating the Best Customer Experience by Kari Polson.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

AUGUST 1, 2022

My Comment: The customer service/support team may be the wrong name for a department that is on the front line, answering questions, dealing with complaints, and ensuring the customer’s problems are taken care of. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

Blake Morgan

MARCH 13, 2023

While other companies are cutting costs, Tricia invests in things that make the experience easier for customers, especially Progressive’s leading digital solutions. KT Tape (Jessica Klodnicki, CEO) Jessica Klodnicki is the marketing guru behind major brands like Bell Bike Helmets and Skullcandy.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends. Follow on Twitter: @Hyken.

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

ShepHyken

APRIL 8, 2019

Here are some reminders of what it takes to keep your customers happy – and coming back. Hotel Guest Service: Being Capable Is Not Enough by Steve Curtin. Hotel Executive) Having been enticed by all the images of the specialty cocktail, I was looking forward to ordering one. A good service opportunity went bad.

Customer Service 102

Customer Service Hotels Hospitality Government 102

Vonage

MARCH 6, 2017

Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. Three words that exhibit a commitment to the customer. Three words that exhibit a commitment to the customer.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

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.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

Beyond Philosophy

JUNE 7, 2016

When my wife and I visited Southern Louisiana last year about this time, we noticed that a lot of retailers differentiated themselves by doing a little something extra for customers. One experience that stood out was our dinner at Restaurant R’evolution at the Royal Sonesta Hotel in the French Quarter.

Brands 60

Brands Company Customer Experience Banking 60

BirdEye

NOVEMBER 8, 2023

Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers? FAQs on eCommerce review sites Unlock your business potential by listing on these eCommerce review sites To truly elevate your brand experience, you must be listed and engage regularly on these third-party review sites.

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

ShepHyken

APRIL 3, 2017

This short article makes the case for why internal service is important and teaches us a few questions we should be asking our fellow employees (internal customers). 10 Traits of a Great Hotel Front Desk Agent by Rupesh Patel. Do they have hotel experience? Did they come from another hotel? Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX.

Meeting 189

Meeting How To Airlines Virtual Agent 189

ReviewTrackers

APRIL 7, 2021

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Reputational risk can cause damage to a bank’s brand and reputation. Manage online reviews, social media, and customer feedback. Become more customer-focused. Its impact is very real.

Banking 94

Banking Management Social Media How To 94

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was the case for Mercedes-Benz!

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

Beyond Philosophy

NOVEMBER 26, 2015

Airbnb’s business continues to grow, as do the concerns of many hotel chains. Ignoring disruptive technology is a mistake, whether you are a multi-billion-dollar hotel chain or not! When I have used Airbnb, it is clearly not the same as a hotel. However, it also has many advantages over a hotel. But not Hilton.

Hotels 60

Hotels Airlines Consulting Policies 60

ShepHyken

JUNE 24, 2019

Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

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?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

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.

Net Promoter Score 52

Net Promoter Score Customer Service Hotels Effort Score 52

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. Proper customer service is something this line of business have trained for — possibly for hundreds of years at the big hotel chains. Shep Hyken.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

SurveySparrow

JUNE 30, 2023

This blog will show you how to captivate your audience, win their hearts, and make them fall head over heels for your brand. Understanding Customer Experience Design What is CX design, you ask? 2 Consistency: Consistency is crucial in customer experience design. Maintaining a consistent brand voice fosters trust and loyalty. #3

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

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).

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Actively seek the guidance of others who are experts in the area you wish to master.

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

ReviewTrackers

APRIL 2, 2019

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Reputational risk can cause damage to a bank’s brand and reputation. Manage online reviews, social media, and customer feedback. Become more customer-focused. Its impact is very real.

Banking 90

Banking Management Social Media Financial 90

CX University

JULY 31, 2024

Customers, even those who don’t engage directly with deeply integrated internal teams, perceive the company as a singular entity or brand. This mistake can shape a customer’s perception of the brand, not just the individual error. The effect each employee has on CX is undeniable. All employees play a crucial role.

Chief Customer Officer 52

Chief Customer Officer Culture Policies Retail 52

ShepHyken

JANUARY 8, 2018

5 Strategies for Delivering a Seamless Customer Experience by ShaDrena Simon. iQmetrix) A seamless omnichannel experience means that whether online or offline, your customer sees the same branding, structure, values, and tone. My Comment: This short article has five good ideas to consider. My Comment: The future is here!

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0