Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

JULY 8, 2019

(Forbes) Here are the habits of 100 customer-centric companies from ten industries including Retail, Finance, Healthcare, B2B, Software, Hospitality, Insurance, Telecom, Manufacturing, Agriculture. My Comment: It’s one thing to list 100 companies as examples of good customer experience. Follow on Twitter: @Hyken.

Customer Service 121

Customer Service Social Media Customer Experience Professionals Customer Care 121

ShepHyken

MARCH 2, 2020

PhocusWire) Consumer devotion has become the holy grail of the hospitality industry, and the battle for it is more intense than ever. My Comment: Just because this article focuses on loyalty in the hospitality (hotel) industry, doesn’t mean you shouldn’t read it. Zendesk) The good news is that customer focus can be improved.

Customer Service 82

Customer Service Hospitality Hotels Loyalty 82

ShepHyken

AUGUST 2, 2021

The author shares their favorite measurement tools and why they may help you measure more than just customer satisfaction. Why Messaging is the Gateway to Great Customer Experiences by Tristan Gadsby. While this article focuses on messaging in the hospitality industry, there are ideas that can cross into almost every industry.

Customer Service 99

Customer Service Hospitality Ecommerce Tips 99

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. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

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 84

Customer Service Hospitality Customer Centricity Competitive Advantage 84

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. Follow on Twitter: @Hyken.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

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

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 107

Customer Service Hotels Hospitality Government 107

ShepHyken

AUGUST 8, 2022

Customer retention statistics show that 65% of a company’s business comes from its existing customer base. My Comment: While this article focuses on fast-casual restaurants, just about any business can incorporate these ideas. I’ve always preached the hospitality mentality. Follow on Twitter: @Hyken.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ShepHyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. Managing the reception and registration process in a hospital is tricky. He was in excruciating pain.

Hospitality 89

Hospitality Customer Service Training Training Customer Service 89

ShepHyken

DECEMBER 28, 2020

(Hotel Executive) This article will address what great customer service is from the guest perspective and the value of general managers setting the standards. My Comment: Let’s take a lesson from the hospitality industry. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 113

Customer Service Loyalty Programs B2B Competitive Advantage 113

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. My Comment: This has been out there a while, but I discovered it just a few days ago.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

DECEMBER 27, 2017

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Complaining Customers Aren’t Looking for Excuses appeared first on Shep Hyken.

Customer Service Training 116

Customer Service Training Customers Training Course 116

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. My Comment: If you’ve been following me, you know I’m a big fan of all companies having a hospitality mentality.

Customer Service 77

Customer Service Hospitality Rewards Programs Self Service 77

ShepHyken

NOVEMBER 19, 2018

This short article shares five ways to use video to enhance the customer experience, including how-to videos, clients sharing how they best use the company’s products and more. How Human-Centric Design Thinking Can Improve the Customer Experience by Kindra Cooper. This short article shares several great ideas to simplify the process.

Customer Service 92

Customer Service Self Service Customer Centricity Video 92

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

The Remarkable Customer Experience Recovery System and Digital Transformation by Are Morch. Hospitality Net) In the hotel industry, we have traditionally emphasized customer service and customer service recovery. My Comment: I always enjoy learning from the hospitality industry.

Net Promoter Score 70

Net Promoter Score Customer Service Hospitality Hotels 70

ShepHyken

MAY 8, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 123

Customer Service Training Course Training Customer Focused 123

ShepHyken

NOVEMBER 26, 2018

Here are a few ideas on how to retain those happy customers. Customer Experience by Tom Fishburne. Marketoonist) Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general. There a lesson or two you’ll get from them as well.

Customer Service 87

Customer Service Airlines Employee Engagement Rewards Programs 87

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 98

Customer Service Retail Interaction Hospitality 98

ShepHyken

AUGUST 29, 2016

My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. Kuiu is a hunting gear company that has a customer focused culture. The Future of Customer Loyalty is Flexibility by Jim Tierney. For information contact or www.hyken.com.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

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 74

Customer Service Hospitality e-support eBook 74

ShepHyken

AUGUST 22, 2022

How To Make Hospitality Customer Service Shine by Paul Savarino. Facility Executive) The hospitality industry is fueled by happy customers. The hotel’s reputation may be damaged if unhappy guests use social media to amplify their dissatisfaction with customer service during their stay.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14

ShepHyken

APRIL 2, 2018

(Relate by Zendesk) Customer service is weird. For a certain number of hours a day, customer service agents are expected to let other people’s needs supersede their own. It’s a level of hospitality that, outside of the workplace, might lead one to be labeled “codependent” or “a doormat.”.

Self Service 55

Self Service Customer Service Hospitality Survey 55

ShepHyken

AUGUST 31, 2022

I asked everyone to write down an example of when they created a positive experience – in other words, a Moment of Magic – for either a customer or colleague. . He said that he was working with a hospital that was building an addition. Follow on Twitter: @Hyken. The post When Pigs Fly appeared first on Shep Hyken.

Hospitality 70

Hospitality Exercises Customer Service Training Examples 70

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

ShepHyken

OCTOBER 23, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Hotels 105

Hotels Conference Customer Service Training Meeting 105

ShepHyken

DECEMBER 20, 2021

customer experience, I had the pleasure of interviewing A.J. Brooks, Lecturer; Assistant Director of Entrepreneurial Hospitality, A.B. My Comment: A WOW customer experience is not always about being over the top. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 74

Customer Service Hospitality Contact Center Loyalty 74

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 66

Loyalty Programs Customer Service Hotels Entertainment 66

ShepHyken

SEPTEMBER 13, 2017

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 97

Customer Service Training Communication Training Course 97

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Consulting Customer Service Training 49

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 68

Customer Service Government Hospitality Trends 68

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. In short, it’s when your team comes together to identify each interaction your customer experiences when doing business with you from beginning to end. Take my industry, hospitality, as an example.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

OCTOBER 5, 2020

” My Comment: The concept of a concierge is not limited to the hospitality industry. Delivering a concierge style of service implies that the customer will be receiving a higher level of service. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 68

Customer Service Hospitality Virtual Agent Loyalty 68

ShepHyken

JUNE 6, 2022

And it all starts with the first contact when the customer visits the website. My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” And often, repeat business leads to customer loyalty. Adapt them to work for your industry.

Customer Service 70

Customer Service Loyalty Programs Hotels Loyalty 70