Blake Morgan

NOVEMBER 28, 2023

                                 How can the concept of “Unreasonable Hospitality” reshape the landscape of customer experience within the contact center? The interplay of hospitality and excellence, thriving amidst their inherent tension, defines his remarkable success.

Hospitality 59

Hospitality Contact Center Leadership Culture 59

ShepHyken

JANUARY 25, 2021

The author focuses on retail, but I see this way of thinking working for just about every type of business. Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. Follow on Twitter: @Hyken.

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Zappos.com has its Delivering Happiness programs. Follow on Twitter: @Hyken.

Industry 161

Industry Hospitality Leadership Customer Service Training 161

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. 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.

Hospitality 130

Hospitality Customer Service Training Customers Video 130

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. Proper customer service is something this line of business have trained for — possibly for hundreds of years at the big hotel chains. Shep Hyken.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

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

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

JULY 29, 2020

By the way, it can be any type of company from any industry—from retail to hospitality to manufacturing and beyond. 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.

Customer Experience 264

Customer Experience Customer Service Hospitality Customer Service Training 264

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 83

Customer Service Hospitality Customer Centricity Competitive Advantage 83

CSM Magazine

FEBRUARY 9, 2023

Eventually, this can lead to increased customer satisfaction and potentially higher ratings or recommendations that can help improve visibility and boost bookings. Marketing Strategy An effective marketing strategy is critical for success in the hospitality industry, especially with Airbnbs, where there is a significant amount of competition.

Customer Focused 52

Customer Focused Tourism Travel Guidelines 52

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 98

Customer Service Hospitality Ecommerce Tips 98

Currency Alliance

JANUARY 18, 2021

Here are three predictions of how loyalty programs must evolve in hospitality. Now is the time, while the pandemic causes a lull in occupancy, for hotel operators to re-evaluate how their loyalty strategies can become the glue that binds together every function in a customer-focused business. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

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

Blake Morgan

JULY 11, 2023

Paying attention to trends and customer data helped the company prepare for an influx of workers needing a place to stay and paid off in the long run. In the competitive hospitality industry, staying close to customers and being adaptable is crucial.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

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 120

Customer Service Social Media Customer Experience Professionals Customer Care 120

Steve DiGioia

NOVEMBER 5, 2015

She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening. Yet so many customer service managers and teams focus on checklists and procedures above listening and adapting to customers.

Customer Service 100

Customer Service Hospitality Hotels Customers 100

ShepHyken

APRIL 8, 2019

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. A good service opportunity went bad. but it’s worth it.

Customer Service 105

Customer Service Hotels Hospitality Government 105

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

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

Customer Guru

JANUARY 16, 2018

In this specific context, exceeding customer expectations in hospitality is a bit different from doing so in non-hospitality. Instead of disappointing the customers after raising their expectations, it is necessary to deliver on the basic amenities that are promised, before WOWing them.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

InMoment XI

OCTOBER 4, 2024

To see how much customer experience ROI InMoment can deliver for you by utilizing the XI platform, fill out the ROI calculator below: Calculate your business’ ROI using InMoment’s VoC tools. Must-know customer service statistics of 2024. ( [link] ) Accessed 9/24/2024. Customer-Focused Companies are 60% More Profitable.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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 87

Hospitality Customer Service Training Training Customer Service 87

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

Customer Bliss

SEPTEMBER 27, 2016

Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. Jennifer is Chief Customer Officer at Gaffey Healthcare. It’s been awesome! This week: another great one.

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

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 76

Customer Service Hospitality Rewards Programs Self Service 76

Experience Investigators by 360Connext

MARCH 16, 2015

Hear from the best customer experience thought leaders from companies like Confirmit, Qualtronics, Universal Mind, and more. Need a customer-focused speaker for your next event? Sessions are brief and impactful so you can learn more, faster. Save 25% if you use our promo code: JEANNIE. Register today!

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

Michelli Experience

AUGUST 29, 2017

Looking toward the future, those leaders brought me in to explore how they might become “more tourist friendly” and how they might encourage business owners to “drive a hospitality mindset.”. employee powered/customer focused), you have to assume the people you seek to serve actually warrant that service!

Customer Experience 113

Customer Experience Consulting Hospitality Government 113

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” What are the qualities of a customer-focused employee?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan. Nate Brown.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Bliss

AUGUST 4, 2015

Product Power Core Resources and success metrics center on product development, not necessarily on customer focus. This is sometimes seen in hospitality or in the distribution businesses. Make Customers a True Priority of Your Business. You may also see another in a supporting second place of strength.

Hospitality 100

Hospitality Insurance Leadership Sales 100

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 112

Customer Service Loyalty Programs B2B Competitive Advantage 112

InMoment XI

SEPTEMBER 25, 2024

With over 2,700 categories, 100 restaurant topics, 200 hotel topics, and nine languages, Revinate gives their clients the ability to measure consumer sentiment in critical categories, such as rooms, staff, service, and food.

Data 195

Data Social Media Net Promoter Score Analysis 195

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 . Follow on Twitter: @Hyken.

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. Follow on Twitter: @Hyken.

Net Promoter Score 69

Net Promoter Score Customer Service Hospitality Hotels 69

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