BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? Michael’s Hospital in Toronto, Ontario, Peter Longo, to talk about, well, his title says it all: strategic sourcing. Work backwards if needed.

Contact Center 156

Contact Center Resources Hospitality Customer Care 156

Interactions

MARCH 26, 2020

Treat your customers how they want to be treated. This type of technology enables businesses to deploy emotion-based customer care. For example, an IVA will be able to determine a customer’s emotions and sentiment and have the ability to respond in the appropriate way. We’ve rounded up the top three: .

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. Because our customers are no longer waiting on hold. For most of us, Labor Day signals the end of the summer season.

Customer Experience 122

Customer Experience Contact Center Hospitality Hotels 122

NICE inContact

JUNE 27, 2017

When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

Customer Guru

JUNE 29, 2018

Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences, with the intent of guiding organizations in building a customer-centric culture and, thus, growing sustainably. In the process, initially, we kept it very open-ended.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. Because our customers are no longer waiting on hold. For most of us, Labor Day signals the end of the summer season.

Customer Experience 120

Customer Experience Contact Center Hospitality Hotels 120

ShepHyken

JULY 8, 2019

That’s why you need to know how to improve customer service using social media. My Comment: It’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. 100 Of The Most Customer-Centric Companies by Blake Morgan.

Customer Service 119

Customer Service Social Media Customer Experience Professionals Customer Care 119

Michel Falcon Experience

MARCH 17, 2023

I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. This episode is on the golden rule of hospitality, and I want to reframe what that golden rule is. Now, what is it that your customers care about the most? Each industry is different.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

COPC

NOVEMBER 16, 2016

TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY. Full Travel & Hospitality Report Now Available! In this inaugural edition, travel & hospitality is the first industry in the spotlight. COPC Inc., COPC Inc., Join COPC Inc.

Hospitality 40

Hospitality Travel Survey Industry 40

NetBase

NOVEMBER 21, 2018

No industry is immune to change – and the hospitality industry is no exception. The success of Airbnb is the biggest modern example of this for the hospitality industry. What’s the next big thing in hospitality? Analyzing Traveler Chatter for Customer Care. Disruptions and Disruptors.

Hospitality 43

Hospitality Industry Hotels Social Media 43

ShepHyken

DECEMBER 7, 2018

LGC Hospitality Staffing. hospitality industry, you’ve likely heard of LGC Hospitality Staffing. Through text, the Pure Barre franchisee is able to increase package renewals, manage class attendance, and strengthen client relationships. If you have staffing needs in the U.S.

Tools 119

Tools Customer Service Hospitality Healthcare 119

BlueOcean

MARCH 3, 2025

Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes a more central role in your go-forward plan? Ready to start building a strategic customer care partnership?

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

Hotels 114

Hotels Hospitality Guest Experience Leadership 114

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. I interviewed Kim Tucci, entrepreneur and restaurateur, for my Amazing Business Radio show, and if you haven’t listened to it, you should. It turns out that it wasn’t because of a fancy or formal ritual.

Hospitality 130

Hospitality Customer Service Training Customers Video 130

Kayako

NOVEMBER 10, 2016

Your house will fill up quickly but without hospitality, your guests will leave just as quickly. Without after sales service or customer care, you’ll hit a point where the revenue you lose has greater impact the bigger you get. Churn is the term for customers asking to stop their subscription, or customer attrition.

Strategy 171

Strategy Customer Retention Hospitality Customers 171

Vonage

NOVEMBER 24, 2016

That might be a good customer service culture for a carnival or a bustling street on a busy night. But theatrics can be out of place at government offices, hospitals or jewelry stores. They watch customers carefully and observe how they react. Its customer service culture is subtle, but extremely effective.

Culture 120

Culture Customer Service Entertainment Hospitality 120

ShepHyken

SEPTEMBER 6, 2021

When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. Here are my top five picks from last week.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. This is how a brand does stellar customer engagement. For customer Care, it’s quite simple. It Could Be All Sunshine and Rainbows.

Hospitality 52

Hospitality Brands Travel Airlines 52

The DiJulius Group

JUNE 3, 2020

Genuine customer care = highest customer satisfaction But that can only be achieved under a strong banner of leadership. A veteran in the hospitality industry, Jim. In this highly competitive world of business, price and quality can only bring you so far. What will then set you apart? Read Full Article.

Hospitality 69

Hospitality Leadership Customer Satisfaction Customer Care 69

Storyminers

JULY 7, 2020

1 Deepen your customer profile. Customers expect an ever more frictionless experience and more proactive service. You’re dead if you don’t know what your customers care most about. #2 There are still many contact centers that put internal performance numbers ahead of customers’ needs. 2 Serve before you sell.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. 5 Hospitality Phrases Guests Remember Most by Rupesh Patel. He lives and breathes hospitality and knows his “stuff.”.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

The DiJulius Group

JANUARY 17, 2024

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” Read Full Article The post 139: Being Customer Obsessed appeared first on The DiJulius Group.

Hospitality 64

Hospitality Customer Care Groups Customers 64

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Thematic

DECEMBER 9, 2019

The intuitive answer is no, since their industry is hospitality / travel. AirBnB is a travel/hospitality company, or according to the founders, an “experiences” company. To monitor whether customers have noticed the improvements you’ve made. To monitor whether actions resulted in less requests to support and customer care.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

ShepHyken

OCTOBER 3, 2016

But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. Now he’s bringing the Apple Watch into his rebooted Union Square Cafe in Manhattan to level up on customer service in some unexpected ways. Bold words, yes, and I stand by them.)

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

Hello Customer

MAY 6, 2021

Give all your employees direct customer feedback and make them thrive for customer satisfaction. Make sure they understand how they contribute to customer satisfaction. This will make employees work for a happy customer instead of a paycheck. People within the hospitality sector are experts at this.

Customer Centricity 98

Customer Centricity Contact Center Hospitality Employee Experience 98

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 72

Customer Service Hospitality e-support eBook 72

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Customer Service 90

Customer Service Self Service Customer Centricity Video 90

Storyminers

JANUARY 24, 2017

The answer to this question is threefold: #1: Deepen your customer profile. Customers expect an ever-more frictionless experience and more proactive service. You’re dead if you don’t know what your customers care most about. #2: 2: Serve before you sell. 3: Waiting is dying.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Michel Falcon Experience

JANUARY 3, 2020

The answer I expect is, “Everyone who interacts with our brand is a customer.”. Being in hospitality, it’s easy for our team to consider the guest who orders the $300.00 Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members.

Customer Service 99

Customer Service Strategy Culture Call Center 99

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Relate by Zendesk) Customer service is weird.

Self Service 54

Self Service Customer Service Hospitality Survey 54

Interactions

JUNE 11, 2021

Seventy-six percent of respondents are comfortable with their doctor’s office or local hospital using disinfectant robots to create a more sanitary environment. However, when it comes to the idea of robots being actively involved in care, people are slightly less comfortable. AI in customer care: Consumers want more.

Consumers 62

Consumers Hospitality Healthcare Customer Care 62

CSM Magazine

APRIL 12, 2021

A more efficient and accessible system is providing your patients’ customer care. This shows you care about the patient’s time and don’t want to waste it. Here are some places where you can include system integration: Billing: Clients want to know how much a treatment or a night in the hospital costs.

Industry 98

Industry Customer Service Tips Healthcare 98

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Interactions

MAY 22, 2019

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. And when is comes to making direct contact with a travel and hospitality company, phone is still the preferred method. This is when the headaches start. Long wait times. Here’s what we found: 1.

Travel 61

Travel Self Service Hotels Hospitality 61

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Industry 62

Industry Contact Center Airlines Wait Times 62