ShepHyken

JULY 8, 2019

(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. That’s months away.

Customer Service 123

Customer Service Social Media Customer Experience Professionals Customer Care 123

ShepHyken

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. The heart is now more prominent in the branding. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. John has remained a loyal customer of a New York City optician since 1996.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. John has remained a loyal customer of a New York City optician since 1996.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ShepHyken

APRIL 8, 2019

A good service opportunity went bad. Steve’s background is in the hospitality business, and so much of what he shares in this article can apply to any business. The hospitality mentality applies to all. Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. but it’s worth it.

Customer Service 110

Customer Service Hotels Hospitality Government 110

ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. 25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Hospitality Customer Centricity Competitive Advantage 86

Bill Quiseng

APRIL 18, 2021

Those businesses offering exceptional customer service don’t build their brand through advertising. Their customers build it for them via their raves on social media. So, it is critical to know how to respond on social media, especially to the rants from dissatisfied customers.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. There are examples of the best programs from the biggest brands.

Hotels 88

Hotels Loyalty Programs Customer Service Hospitality 88

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. by Max Starkov.

Customer Service 81

Customer Service Hospitality Rewards Programs Self Service 81

ShepHyken

JULY 31, 2017

Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level. Here are a number of examples of how the hotel industry can deliver better service and a customer experience. By the way, it’s usually not the product that causes the customer to become angry.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

Customer Service 101

Customer Service Retail Interaction Hospitality 101

ShepHyken

APRIL 3, 2017

One of the most powerful ways to think of customer service is with a “hospitality mentality.” There is a lot that any company in any industry can learn from the hotel and hospitality industry. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. by AJ Agrawal .

Social Media 76

Social Media Customer Service Hotels Hospitality 76

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.

Net Promoter Score 73

Net Promoter Score Customer Service Hospitality Hotels 73

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

AUGUST 21, 2023

What Rockets a Brand Into Cult Following Status? Some brands, products and people reach a level of fandom others only dream of. My Comment: This is a very interesting article about the brands that have created cult-like status. The Need for Greater Patient Loyalty: a Lesson From the Hospitality Industry by Peter C.

Hospitality 12

Hospitality Customer Service B2B B2C 12

ShepHyken

AUGUST 22, 2022

My Comment: Marketing has traditionally been about getting customers to want to do business with a company or brand. The trend over the recent years has been to put customer experience under the responsibility of the CMO. How To Make Hospitality Customer Service Shine by Paul Savarino.

Customer Service 15

Customer Service Hospitality Airlines Hotels 15

Michel Falcon Experience

JANUARY 3, 2020

As leaders of our businesses we need to do the following habitually in order to improve our customer experiences: Make improving customer experience a priority, instead of a thought or idea. Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Customer Service Skill #2.

Customer Service 99

Customer Service Strategy Culture Call Center 99

ShepHyken

SEPTEMBER 4, 2023

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. Magazine) Customer retention is a crucial aspect of any successful business.

Customer Service 73

Customer Service Hospitality Hotels Customer Retention 73

ShepHyken

DECEMBER 5, 2022

Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Customer Service 77

Customer Service Hospitality e-support eBook 77

Blake Morgan

JANUARY 20, 2022

Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. . Author and speaker Chip focuses on delivering fantastic customer service.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Vonage

MARCH 8, 2016

A vision guides your actions, customer service education and can even mold your future. Discover the style of service your customers value most, then craft an engaging service vision to address and fulfill their needs. You need a unique vision to guide customer service education for your distinct business.

Customer Service 120

Customer Service Airlines Transportation Travel 120

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? Will I have a poor brand? Customer Experience. Could they be trained more frequently? Yes, you do!

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

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. What Makes Good Customer Service? This is one of the keys to their success.

Customer Service 73

Customer Service Loyalty Programs Hotels Loyalty 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. Hospitality Net) Why do so many hotel loyalty programs fail? While the author focuses on the hospitality industry, the ideas can be considered for any type of points or perks type of program.

Loyalty Programs 68

Loyalty Programs Customer Service Hotels Entertainment 68

ShepHyken

DECEMBER 20, 2021

A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher. customer experience, I had the pleasure of interviewing A.J.

Customer Service 77

Customer Service Hospitality Contact Center Loyalty 77

Michel Falcon Experience

OCTOBER 21, 2019

To put it another way, their engineering, business development, and brand teams are much larger than their customer service or HR teams and receive a larger piece of their operating budget. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Customer Bliss

MARCH 28, 2017

Customer Service Training Program. She began one in Atlanta that trained 11,000 employees in two years. The focus was on consistent messaging across all customer touchpoints. Right now they’re doing about 3-4 trainings per month of 20-30 people, but that is expected to ramp up. Talk about volume.

Customer Experience 100

Customer Experience Travel Touchpoint Training 100

ShepHyken

OCTOBER 5, 2020

7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. 7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. AllBusiness) How do you become the chosen brand? Let’s explore the ways you can cultivate loyalty with your customers. Thank you, Jeremy! Follow on Twitter: @Hyken.

Customer Service 71

Customer Service Hospitality Virtual Agent Loyalty 71

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

APRIL 27, 2020

“Giving back” is part of the customer experience. And, that’s exactly what restaurateur Danny Meyer, CEO of Union Square Hospitality and founder of Shake Shack, did when the company gave back $10 million to the government after receiving the funds as part of the PPP stimulus package. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Government Hospitality Trends 72

ShepHyken

JANUARY 9, 2023

(TravelDailyNews) Excellent customer service is crucial in the hospitality industry, where customers often play an active role. In the hotel industry, providing excellent customer service is crucial to enriching brand recognition and attracting repeat business. Want your trust scores to go up?

Customer Service 13

Customer Service Hotels Hospitality Social Media 13

ShepHyken

JULY 31, 2017

Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level. Here are a number of examples of how the hotel industry can deliver better service and a customer experience. By the way, it’s usually not the product that causes the customer to become angry.

Net Promoter Score 56

Net Promoter Score Customer Service Hotels Effort Score 56

Happy or Not

NOVEMBER 13, 2024

Their support team’s response demonstrated best customer service experience practices by addressing specific pain points and ensuring smooth customer interactions during high-traffic periods. JACK & JONES built a strong foundation for brand loyalty by delivering great customer service.

Examples 36

Examples Customer Service Case Study Hospitality 36

ShepHyken

SEPTEMBER 5, 2016

5 Hospitality Customer Service Habits – Warm & Welcoming by Rupesh Patel. LinkedIn) In this article, I share five ways you and your hospitality team can offer more memorable welcomes, that your guests will love (and what to avoid saying). Talk about delivering customer amazement!

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

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. Focus on providing excellent customer service. Want your trust scores to go up?

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In 2013, the bank started to develop a call center and customer service training program with a Philippine company. Utility Sector.

Call Center 81

Call Center Company Telecommunications Banking 81

CSM Magazine

AUGUST 29, 2022

Providing good customer service is essential for any business, large or small. It is one of the most important ways to create a positive experience for your customers and can help to build brand loyalty and repeat business. Jobs that need customer service.

Customer Service 52

Customer Service Guidelines Hospitality Communication 52