ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. A woman goes online to search for a hotel to stay at during her upcoming trip to New York. She types in “hotels in New York” in the search box and results populate the page. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

Vonage

OCTOBER 2, 2017

The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Absolutely. Used with permission.

Culture 174

Culture Hotels Customer Service Hospitality 174

Vonage

JULY 13, 2017

The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

Experience Investigators by 360Connext

FEBRUARY 25, 2020

This is about customization, about understanding each individual person — because our experiences happen inside of us. You need to reach inside of people to engage them, and the better you customize your goods and services to them, then the more engaging that experience that you can create. Dramatic Experiences.

Engagement 162

Engagement Customer Experience Entertainment Hospitality 162

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers.

Tips 195

Tips Management Social Media Hotels 195

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Company 231

Company Hotels Social Media Innovation 231

Michelli Experience

NOVEMBER 1, 2017

Adolpho’s Lessons for Employee and Customer Engagement. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. We’ll also show you how technology can help you automate your engagement strategy. Reward Customer Loyalty.

Customer Engagement 63

Customer Engagement Engagement Customer Journeys B2C 63

Michelli Experience

DECEMBER 27, 2016

I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

AskNicely

AUGUST 22, 2018

customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year. Recognize and Reward Engagement.

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Hotel brands sometimes thank customers for their 10th or 100th stay. Support your customers’ goals. What about when they complete a training process or post about your brand on social media? Look for milestones. Are there milestones to recognize? Can you plan for appreciation at key points in the relationship?

How To 372

How To Airlines Social Media Tips 372

Vonage

JULY 7, 2017

Taj Hotels and Resorts is similarly re-tooling its global luxury brand to embrace each locale in which it operates. ” Read more about updating your customer experience, read NewVoiceMedia’s whitepaper, “ Making customer engagement a winning strategy.”. It calls this concept “Taj-ness.”

Trends 177

Trends Consumers Customer Experience Hotels 177

Currency Alliance

FEBRUARY 26, 2021

It is probably the loyalty team that should take ownership of the customer data, and the data model, They should build the richest profiles and orchestrate with CX professionals the methods by which they engage customers. How CX functions can motivate customers in a competitive marketplace. The formula for motivation is….

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Kayako

JULY 28, 2022

Gives customers confidence they can resolve their issue, so they don’t abandon the attempt too early. The place to start with a self-service first strategy that benefits customer engagement and experience is to improve knowledge management for customers. What is Knowledge Management?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Published on: January 29, 2016. I think it comes down to four areas: 1.

Hotels 48

Hotels Customer Service Social Media Travel 48

InMoment XI

APRIL 3, 2024

Customers will go with well-designed websites, brands that pay to be more visible through SEO efforts, companies with helpful and high-ranking content, and services with plenty of customer reviews and other types of social proof. Brand Reputation A good digital customer experience is critical to a brand’s reputation.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

BirdEye

FEBRUARY 20, 2025

As customers increasingly turn to online reviews to evaluate products and services, businesses that optimise their presence on key platforms can gain a significant competitive advantage. Customers trust these platforms for specialised insights and recommendations, whether choosing a dentist, finding a tradesperson, or booking a hotel.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Topdown

FEBRUARY 27, 2017

But there’s another big lesson every industry can take away from retail and hospitality: happy employees make happy customers. Think about your own recent visits to stores, restaurants or hotels. How did that impact your experience as a customer? How did it impact your impression of the brand?

Engagement 48

Engagement Customer Engagement Hospitality Hotels 48

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

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall. No more broken treadmills! How lovely.

Travel 110

Travel Hotels Guest Experience Airlines 110

InMoment XI

AUGUST 26, 2024

For example, a Google search for “hotel near me” might highlight top directories like Tripadvisor, Yelp, and Foursquare. Regularly updating your listings ensures that all information remains accurate, which is essential for maintaining customer trust and improving your local SEO.

Effort Score 195

Effort Score Software Customers Brands 195

InMoment XI

FEBRUARY 5, 2024

Users can leave reviews for various establishments such as restaurants, hotels, shops, and more. Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers. Engaging with reviews can also help address concerns and resolve issues publicly.

Competitive Advantage 195

Competitive Advantage Software Guidelines Hotels 195

Michelli Experience

AUGUST 17, 2016

The experiences on which I’ve come to concluded the importance of “interpersonal engagement” stems from my work with and the books I have written about companies like the Pike Place Fish Market, Zappos, The Ritz-Carlton Hotel Company, Starbucks, and UCLA Health Systems. 2) Customer Engagement Drives Loyalty and Advocacy.

Employee Engagement 100

Employee Engagement Hotels Loyalty Customer Engagement 100

Comm100

DECEMBER 8, 2020

On the contrary, chatbots are known for boosting customer satisfaction levels because they help build relationships on a more personal level, at least in comparison to the FAQ section. For instance, 8 out of 10 customers report engagement with a chatbot as positive. That alone weighs a lot in how likely a customer is to return.

Chatbots 170

Chatbots Customer Satisfaction Customer Service Representative Social Media 170

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

FEBRUARY 13, 2024

While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. The value of an exceptional customer experience cannot be understated, regardless of the product’s price tag. The answer is simple.

Customer Experience 146

Customer Experience Transportation Hotels Airlines 146

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

TechSee

OCTOBER 23, 2018

Thanks for calling our Hotel. Personalization as a driver in customer service. With unprecedented advances in algorithms and other machine learning tools, AI-enhanced solutions, such as virtual assistants or chatbots, can learn how to respond, engage or process many standard tasks — including customer service queries. .

Tools 157

Tools Customer Service Chatbots How To 157

ENGAGE.cx

OCTOBER 14, 2015

Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort. But being big shouldn’t be a barrier to creating loyalty through customer service. The post Optimizing the Guest Journey to Increase Customer Engagement appeared first on ENGAGEcx.

Customer Engagement 40

Customer Engagement Engagement Guest Experience Hospitality 40

ShepHyken

JULY 11, 2023

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118

Hotels Customer Service Training Course Communication 118

Experience Investigators by 360Connext

APRIL 28, 2015

We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back. From the moment we entered the Vero Beach Hotel and Spa, we were struck by the small touches that welcomed us at seemingly every turn.

Customer Experience 110

Customer Experience Hotels Travel Policies 110

Comm100

NOVEMBER 8, 2017

Remember that you can engage with your customers and provide support on other social media channels such as Snapchat, YouTube, Tumblr, Pinterest, Pheed, and Medium. Example – Maybelline uses Snapchat to engage customers with make-up tutorials and answer product related questions through Direct Message.

Social Media 162

Social Media Customer Service Marketing eBook 162

Verint

DECEMBER 13, 2016

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.

Engagement 39

Engagement Customer Engagement Hotels Customers 39

Michelli Experience

AUGUST 10, 2016

It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

Experience Investigators by 360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!

Hotels 125

Hotels Infographics Loyalty Programs Customer Experience Professionals 125

ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. It’s usually a box of chocolates, a bottle of wine or something the hotel can provide.

Hotels 117

Hotels Travel Exercises Customer Service Training 117