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 70

Customer Service Loyalty Programs Hotels Loyalty 70

ShepHyken

MARCH 28, 2022

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? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

Loyalty Programs 66

Loyalty Programs Customer Service Hotels Entertainment 66

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 99

Hotels Culture Customer Focused Training 99

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

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. Intentionally Creating a Culture that Prioritizes Customer Experience by Martha Kesler. by Max Starkov.

Customer Service 77

Customer Service Hospitality Rewards Programs Self Service 77

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty?

Customer Service 66

Customer Service Loyalty Programs e-support Loyalty 66

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make. My Comment: Here is a fascinating article about loyalty and the customer experience.

Customer Service 147

Customer Service Loyalty Programs B2B Competitive Advantage 147

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 99

Airlines Hotels Loyalty Programs Loyalty 99

ShepHyken

FEBRUARY 3, 2020

6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. Digital Doughnut) As someone whose job it is to keep a watchful eye on what’s happening in customer loyalty, I’ve compiled this list of essential trends to keep in mind this year. Who doesn’t want customer loyalty?

Customer Service 122

Customer Service Infographics Trends Entertainment 122

ShepHyken

MARCH 31, 2020

Customers want three things from a product: they want it to be defect-free, they want it to be timely (when they want it) and above all, they want the people who give it to them to be nice to them. Delivering these three things consistently is what creates customer loyalty. Being nice to your customer doesn’t cost anything.

Hotels 66

Hotels Customer Satisfaction Loyalty Leadership 66

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

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

AUGUST 1, 2022

After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service B2C B2B Guest Experience 74

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. They are the ones that take care of the customers, so let’s “love on them” a bit more than normal this week!7 7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. by Chip Bell.

Customer Service 68

Customer Service Hospitality Virtual Agent Loyalty 68

ShepHyken

APRIL 3, 2017

This short article makes the case for why internal service is important and teaches us a few questions we should be asking our fellow employees (internal customers). 10 Traits of a Great Hotel Front Desk Agent by Rupesh Patel. Do they have hotel experience? Did they come from another hotel? Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Blake Morgan

MARCH 13, 2023

Rosewood Hotel Group (Sonia Cheng, CEO) Over the last decade as CEO, Sonia Cheng has led an incredible transformation to modernize and expand Rosewood Hotel Group. Each Rosewood property reflects the local culture and history and covers every possible detail a customer could need.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

SurveySparrow

JUNE 22, 2023

In today’s business world, customers’ expectations are higher than ever, with each interaction playing a vital role in shaping their overall perception of your brand. Delivering a standout customer experience (CX) is the key to outpacing your competition and fostering customer loyalty.

Customer Journeys 52

Customer Journeys Examples Customer Experience e-support 52

Micah Solomon

OCTOBER 10, 2018

Reactive customer service leaves your business in that dangerous commodity zone, where you’re interchangeable with the competition in the minds of customers. That is the difference between providing ho-hum service by merely reacting to customer requests and building loyalty through true anticipatory service.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

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

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

ijgolding

SEPTEMBER 18, 2014

As you would expect their hotel, transfer company and tour agent all were extremely compassionate and assisted in any way possible. They recognised my parents’ loyal custom and they saw them as more than just a number. This could not be said for Aer Lingus, a company which seemingly prides itself on being customer focused.

Airlines 211

Airlines Travel Social Media Course 211

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

ShepHyken

FEBRUARY 22, 2017

A high-priced service usually is accompanied by an excellent customer experience. Just think of the level of customer care that hotels like the Ritz-Carlton demonstrate. Zabel says, “Too many times a company’s marketing propaganda just doesn’t match the customers’ experiences after the sale. Follow on Twitter: @Hyken.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

Customers Rock!

OCTOBER 4, 2010

social media and customer loyalty, a very new topic at the time. Much has changed in the world of social media, and customer loyalty/customer service is just now being discussed as a social media goal. And say “Customers Rock! Customer World/NACCM Customers 1st. We discussed.

Social Media 146

Social Media Conference Hotels Loyalty 146

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Hotels 100

Beyond Philosophy

FEBRUARY 10, 2016

He writes, “ You have to wonder about an industry that seems intent on making customers miserable.”. Again, “feeling miserable” is not an emotion that fosters Customer loyalty and retention. Customer Experiences are emotional. We always say that over 50% of a Customer Experience is based on emotions.

Travel 60

Travel Hotels Culture Consulting 60

ShepHyken

JULY 26, 2019

Here you get a chance to deliver excellent customer service. Whereas customer experience is something where you book a vacation via phone. Your tickets happen to arrive early, and the hotel automatically upgrades your room as complimentary. That’s when customer experience comes into play. Final Verdict.

Software 119

Software Strategy Company Customer Experience 119

BirdEye

NOVEMBER 8, 2023

Use case: Positive reviews on Trustpilot contribute to building a credible online reputation, attracting new customers, and maintaining the loyalty of existing ones, overall improving the business’s search rankings. Authentic reviews for a hotel business help them build credibility, and customers will likely book that place.

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

ShepHyken

APRIL 24, 2017

Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. The Huffington Post) Practical lessons any business could learn from the way big and successful companies have nurtured and retained their customer base by inspiring loyalty.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Beyond Philosophy

JULY 30, 2015

I’ll explain by using some examples from a hotel room. The nature of my job means I spend a lot of time in hotel rooms. So while it might seem I am picking on them, the truth is I just have a lot of experience dealing with hotels and the “little things” that make an experience what it is there. Am I just hacked off at hotels?

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

SurveySparrow

OCTOBER 13, 2023

Implementation of Changes Adaptive Changes: An airline could implement a simplified booking process on its website and app in response to customer complaints about booking complexities. Iterative Nature: After upgrading its booking system, a hotel chain continuously refines the system based on user feedback, ensuring ongoing enhancement.

Feedback 52

Feedback Examples Social Media e-support 52

Customer Bliss

JULY 6, 2018

It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.

Resources 100

Resources Case Study Comparison Hospitality 100

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

Michelli Experience

DECEMBER 2, 2015

Here are a 6 key takeaways: Good Leaders Are Good Followers – Phew, you aren’t alone on a journey of customer experience excellence. Be a student of companies and leaders that are delivering consistently engaging experiences for their customers. Strive not to just be the “best-in-class” – instead strive to be the “best-of-the-best.”

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

SurveySparrow

JUNE 30, 2023

. #2 Consistency: Consistency is crucial in customer experience design. Customers expect seamless experiences across different channels and touchpoints. Maintaining a consistent brand voice fosters trust and loyalty. #3 Aims to create positive and memorable experiences that foster customer loyalty and advocacy.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

SurveySensum

FEBRUARY 20, 2024

Brand Example: Apple is renowned for its exceptional customer service, exemplified by its Genius Bar at Apple Stores. Highly trained and knowledgeable staff provide personalized assistance, troubleshooting, and support to customers, fostering a strong sense of trust and loyalty.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52