ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. What is the Question ? The simple answer is, “No.”

How To 171

How To Hotels Hospitality Transportation 171

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. Other notable performers in the top 10 list include Parkroyal Collection at No.

Survey 52

Survey Customer Service Airlines Hotels 52

Help.com

OCTOBER 13, 2014

Or consider Isadore Sharp’s Four Seasons Hotels and Resorts, regarded as one of the top five companies in any industry for service, after having innovated and thrived through many different eras and trends of customer service. Those knockoff stores will always lack staff who have the all-crucial Apple mindset.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

ShepHyken

NOVEMBER 3, 2021

My hotels have struggled this year with our service scores. Do you provide ongoing reinforcement or training to keep your employees guest-focused? . I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. But what happens when it becomes a trend?

Hospitality 168

Hospitality Customer Experience Hotels Feedback 168

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: Do your customers open your emails to them? Experience Hotel analyzed more than 9 million emails they sent to their guests.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

Micah Solomon

OCTOBER 11, 2018

As Patrick O’Connell, the storied proprietor of the double five star Inn At Little Washington, says in my new book, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets[free chapter link], “Bad habits are not given up easily. Upgrade your technology.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

ShepHyken

FEBRUARY 2, 2022

This was a great way to keep the valets busy during slower times and make them some extra money when the customers generously tipped them for an amazing experience. . Certain hotels used to offer a shoe-shine service while you were asleep. So, I started thinking about other ways I’ve seen this concept in practice. .

Hotels 129

Hotels Touchpoint Customer Service Training Tips 129

ShepHyken

JULY 12, 2017

He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. He asked if the hotel was dog-friendly.

Hotels 101

Hotels Customer Focused Policies Customer Service Training 101

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Industry Hotels Customer Journeys 204

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. That’s what customer-focused people do.

Hotels 110

Hotels Customer Focused Customer Service Training Customer Service 110

ShepHyken

JANUARY 13, 2021

A guest at the hotel had accidentally left his laptop in the room when he checked out. He flew to Hawaii and called the hotel, panicking because he had lost his computer that he needed for his meeting. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 153

Hotels Customer Service Training Training Course 153

ShepHyken

MARCH 5, 2019

Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins , and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence. What’s the best way to satisfy my customers?

Hotels 98

Hotels Culture Customer Focused Training 98

ShepHyken

MARCH 2, 2020

Check out this pyramid which shows that the higher the product is on the four levels of the pyramid, the more valuable it is to the customer. The new guest-centric look of loyalty for hotels by Mitra Sorrells. Most companies are concerned about the rising cost of acquisition – not just hotels. Lots to learn here.

Customer Service 106

Customer Service Hospitality Hotels Loyalty 106

ShepHyken

JULY 8, 2020

Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from.

Hotels 124

Hotels Customer Service Training Customer Experience Training 124

Beyond Philosophy

OCTOBER 18, 2017

Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes. The hotel mini-bar is a great example. The mini-bar seems customer-focused at first glance. However, the mini-bar experience isn’t customer-focused.

Hotels 136

Hotels Policies Consulting Customers 136

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 82

Self Service Customer Service Airlines Touchpoint 82

ShepHyken

JANUARY 31, 2023

It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Follow on Twitter: @Hyken

Customer Service 145

Customer Service Customer Experience Hotels Customer Service Training 145

ShepHyken

JULY 15, 2020

I was staying at a hotel that had an executive lounge. When I was leaving the hotel the next day, the front desk clerk said, “We have a package for you.” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That reminded me of something similar. Follow on Twitter: @Hyken.

Hotels 157

Hotels Customer Service Training Customers Training 157

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. The hotel staff was cleaning the restroom at 10 in the morning, right in the middle of our break. Just like the cable company, the hotel staff didn’t do this on purpose. The hotel should have been smarter about when to clean the restrooms.

Hotels 104

Hotels Conference Customer Service Training Meeting 104

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Tips 125

Tips Self Service Hotels Customer Service Training 125

ShepHyken

JANUARY 25, 2021

(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. ” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries. Follow on Twitter: @Hyken.

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

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. When you see the word hotel in this article, just mentally swap it with the word “business.”

Net Promoter Score 69

Net Promoter Score Customer Service Hospitality Hotels 69

InMoment XI

OCTOBER 4, 2024

The options make it easier for customers to voice their suggestions or complaints. A productivity tool startup sends Net Promoter Score (NPS) surveys to its customers and analyzes the responses to see how it can further improve its product. Must-know customer service statistics of 2024. ( [link] ) Accessed 9/24/2024.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I recently went to breakfast at a hotel. Customers will overlook certain issues when there’s transparency, a flow of information, and the effort to create an excellent customer service experience. .

Poor Customer Service 152

Poor Customer Service Hotels Customer Service Training Customer Service 152

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . I would only hire the best people and train them to take care of our customers. . We would make them feel like they were a guest at a fine hotel or restaurant.

Hotels 170

Hotels Customer Service Training Retail Customers 170

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? I get that you may be a guest of a hotel or a restaurant. Most people would call them customers. The post Does It Matter How You Refer to Your Customers?

Hotels 160

Hotels Connections Customer Service Training Retail 160

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. Chris is also someone who spends as much time in airports, aircraft and hotels as I do!

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., You must let your customers know you are listening to them! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Survey 125

Survey Rewards Programs Airlines Hotels 125

ShepHyken

MARCH 8, 2021

It doesn’t matter what type of business you are in, any company can learn from the hotel and restaurant industries, where a lack of hospitality could send you toward going out of business. My Comment: Want to learn customer service from the best? pandemic). (The Introducing a newcome to the list, Singapore Airlines.

Customer Service 145

Customer Service Hospitality Airlines Infographics 145

Currency Alliance

JANUARY 18, 2021

It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. Ask any traveler checking into a hotel after an exhausting business meeting, a white-knuckle flight, or a surprise marriage proposal. A bed is not just a bed.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

ShepHyken

JUNE 6, 2022

It is the client’s well-being that to a large extent determines the satisfaction with the stay at the hotel and the willingness to use its services once again. And it all starts with the first contact when the customer visits the website. While the ideas shared focus on hotels, don’t let that stop you from reading this.

Customer Service 69

Customer Service Loyalty Programs Hotels Loyalty 69

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. Small, but what a brilliant customer focused idea. There are some hotels that have figured this out. Where could it be? On the opposite wall!

Hotels 106

Hotels Travel Customer Service Training Customer Experience 106

ShepHyken

OCTOBER 24, 2018

Those become the New End to those customer interactions, and sometimes that New End can taint the experience. I love a certain hotel that I’ve stayed at several times. The hotel is clean, the rooms are nice, the restaurants are great, and the staff is always friendly and helpful. I couldn’t ask for more.

Hotels 109

Hotels Automotive Survey Interaction 109

InMoment XI

OCTOBER 24, 2024

Healthcare: Healthcare providers can use digital customer engagement platforms to manage patient feedback , send appointment reminders, and deliver personalized information such as a care plan. Here are some key trends in customer engagement platforms to keep in mind as you evaluate current and future partners: 1.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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. What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? Follow on Twitter: @Hyken.

Loyalty Programs 66

Loyalty Programs Customer Service Hotels Entertainment 66

ShepHyken

JANUARY 8, 2023

Seven Ways to Improve Customer Service in Hotel Industry by TravelDailyNews (TravelDailyNews) Excellent customer service is crucial in the hospitality industry, where customers often play an active role. Travelers usually stay at hotels to indulge in self-care or mark special occasions.

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

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