Bill Quiseng

OCTOBER 9, 2024

Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! For hotels, offer bottled water at arrival and departure. Consistency builds trust.

Customer Experience 173

Customer Experience Customer Service Social Media Loyalty 173

BlueOcean

DECEMBER 21, 2021

The insight about customer service and the customer experience is still rock solid, so give it another look as you reflect on the past year and prepare for the next. With it, you’re one significant step closer to delivering an exceptional customer experience. Without it, you’re lost at sea.

Travel 31

Travel Hotels Contact Center Customer Care 31

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

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. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Customer Experience 122

Customer Experience Contact Center Hotels Hospitality 122

NICE inContact

JUNE 27, 2017

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. When it comes to competitive industries, few rank higher than hospitality.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

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. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Customer Experience 120

Customer Experience Contact Center Hotels Hospitality 120

CSM Magazine

JANUARY 19, 2022

Is your customer care strategy prepared to meet the demands and overcome the challenges of 2022? Shifting Customer Expectations – Top Customer Care Trends for 2022’ features insights from senior leaders from Nationwide, PVH Corp & Hootsuite! Göran van Hese, Customer Care SC Leader Global, Hootsuite.

Customer Care 52

Customer Care Trends Hotels Customer Expectations 52

ShepHyken

OCTOBER 26, 2018

Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. Recently, I had an experience at a “Five Star/Five Diamond” hotel that was the antithesis of what I had experienced at these and other luxury hotels. Less than an hour later, my luggage and suit were MIA.

Hotels 51

Hotels Hospitality Guest Experience Leadership 51

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Comm100

NOVEMBER 8, 2017

In this blog post, we’ll break down the habits of the pros and bring you their social media customer care secrets. The blog post is included in [eBook] The Definitive Guide to Social Media Customer Service. But the hotel wasn’t content with offering her a link to a similar clock. Sincerely, Elizabeth, Nick & Tori.”.

Social Media 164

Social Media Customer Service Marketing eBook 164

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Self Service 123

Self Service Customer Service Customer Experience Groups 123

ShepHyken

JANUARY 17, 2018

The previous year we had stayed at a hotel that did a magnificent job of taking care of us. In looking over the final contract for our most recent meeting at the hotel, there were a few minor changes from the year prior. The first year, the hotel gave us free Internet service for our attendees. And, we did.

Hotels 51

Hotels Leadership Banking Meeting 51

COPC

JANUARY 5, 2016

There is a great story in the December issue of CRM magazine about social media as a viable customer care support channel. The story, written by Senior News Editor Leonard Klie, features Hyatt’s social care program. Hyatt has been leading the way in utilizing social media platforms to address customer issues.

Hotels 40

Hotels Social Media CRM Customer Care 40

CX Journey

JANUARY 11, 2018

The Missing Link in Today’s Omnichannel Customer Service Strategy Consumers don’t care about channels; they demand a fast and effortless customer service experience no matter which channel they use. He did - and in 2009 Zingle was born as the first two-way, business-and-customer communication platform.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

ShepHyken

FEBRUARY 20, 2019

Rao explained what happened and an hour later the driver made his way back to the hotel where he had picked up Mr. Rao earlier that day. He didn’t ask for money even though he had to take time out of his day to return to the hotel. He just wanted to take care of his customer. No, it was his fault.

Hotels 111

Hotels Customer Focused Customer Service Training Customer Service 111

ShepHyken

SEPTEMBER 19, 2018

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. I sat down at an open seat in the hotel lobby and noticed that my oatmeal looked more like soup that oatmeal. They had instant oatmeal in a cup.

Hotels 24

Hotels Exercises Conference Customer Service Training 24

ShepHyken

MARCH 6, 2020

They all work together toward the same goal, keeping the customers satisfied. A perfect example of how everyone makes a difference is when I was in a Nashville hotel attending a Board of Directors meeting for the National Speakers Association. Recently I checked into a wonderful hotel in Southern California for a conference.

Customer Service 98

Customer Service Hotels Conference Tips 98

Vonage

NOVEMBER 24, 2016

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. Today, Giordano’s has refined its customer service culture and the welcoming process to an elegant dance of body language, gestures, facial expressions and spoken words.

Culture 120

Culture Customer Service Entertainment Hotels 120

CSM Magazine

FEBRUARY 5, 2025

Notify : Ensure proper follow-up by keeping customers updated on the resolution and informing relevant team members to avoid similar situations in the future. Marriotts dedication to this framework was highlighted in their approach toward handling booking errors or unexpected hotel service failures. Personalization begins with empathy.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

ShepHyken

APRIL 8, 2020

For a little time and the cost of a box of donuts, that manager got the most up-to-date and immediate feedback on what guests thought of his hotel. Think about who your customers talk to outside of your own employees. What a great way to do research and get feedback! He also picked up invaluable information on his competition.

Net Promoter Score 126

Net Promoter Score Effort Score Conference Hotels 126

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.

Airlines 99

Airlines Hotels Loyalty Programs Loyalty 99

Oracle

JANUARY 17, 2019

He continues, “The customer experience falls apart when brands hand their customers between traditional business units like marketing, sales and customer care. Customers become frustrated because they are often treated like a “new” person with each hand off.

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

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. Do they have hotel experience?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Michelli Experience

MAY 25, 2016

Clearly, technology will have a continually important role in service delivery, as evidenced by Accenture’s finding that 73% of study participants expect customer service to be easier and more convenient, and 61% expect it to be faster.

Technology 113

Technology Travel Hotels Study 113

ShepHyken

MAY 9, 2018

I had a similar “I’m sorry” experience when I went to check out at a hotel. Hmm… most hotels I stay at don’t charge for any of these amenities. Even if it is “too bad,” the way you say it can include some empathy and caring that makes the customer know you feel their disappointment.

Hotels 88

Hotels Customer Service Training Training Customer Service 88

Thematic

DECEMBER 9, 2019

After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. It’s easy to imagine a 2x better experience: Only waiting a few minutes for an air-conditioned taxi with a friendly driver who knows the way to our hotel. To monitor whether customers have noticed the improvements you’ve made.

Feedback 126

Feedback Travel Voice of Customer Hotels 126

ShepHyken

FEBRUARY 22, 2017

And, once the sale is made, he knows what it will take to keep those customers, which is to maintain that same level of service he demonstrated through the sales process, while maybe even increasing the altitude a bit. A high-priced service usually is accompanied by an excellent customer experience.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

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 92

Customer Service Self Service Customer Centricity Video 92

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Show podcast and a regular contributor to Forbes. Mike Wittenstein.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MAY 10, 2017

I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.” I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!”

Hotels 108

Hotels Customer Service Training Course Training 108

Interactions

MAY 22, 2019

Book a hotel? It’s not when I’m comfortably sitting in my house with my laptop and phone, but instead when I’m running through the airport trying to book another flight because my connection was just cancelled, or trying to contact my hotel last minute so I can book another night. Book flights? Book a rental car? Long wait times.

Travel 61

Travel Self Service Hotels Hospitality 61

ShepHyken

JUNE 3, 2016

The sales force, the service technicians, the clerical staff, the PR department all work together toward the same goal — keeping the customers satisfied. A perfect example of how everyone makes a difference occurred when I was in a Nashville hotel attending the Board of Directors meeting for the National Speakers Association.

Customer Service 81

Customer Service Self Service Hotels Customer Service Training 81

ShepHyken

OCTOBER 27, 2017

Still in its infancy, RCS is primed to significantly improve the customer experience. For instance, in the hospitality industry, hotels can adopt RCS messaging to boost brand loyalty by offering customers with a hyper-personalized check-in experience all from their messaging inbox.

Customer Service Strategies 87

Customer Service Strategies Strategy Customer Service Hotels 87

ShepHyken

SEPTEMBER 3, 2018

(SmartGuests) Learn the top 5 hospitality phrases you can say to build trust, engagement and bonds with your customers. My Comment: Here are five “Keep Your Customer Coming Back” phrases that can be modified for just about any industry. The Hottest Customer Service Around by Dina Dwyer Owens.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

Optimove

APRIL 13, 2020

We booked everything in advance and ordered all our hotel nights via Booking.com. So, we reached out to Booking.com, requesting that they assist us in canceling our hotel reservations. Our experience with Booking.com was extremely positive when it came to customer support. Quickly, our flights got canceled. Proactivity is Key.

Hotels 52

Hotels Multi-Channel Ecommerce Tips 52

Bill Quiseng

NOVEMBER 23, 2021

Kathy, and Marsha, associates who were in hotels I managed. During my time at the properties, these individuals personified customer care over customer service. They not only served their guests to take care of them, they really cared for each guest and every associate.

Hotels 78

Hotels Leadership Customer Care Customer Service 78