ShepHyken

APRIL 16, 2024

He should sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a great street sweeper who did his job well.’” As I reflected on Laura and her amazing attitude, I considered some of the other employees I’ve seen doing similar jobs in airports, hotels, and other types of businesses.

Hotels 157

Hotels Customer Service Training Customer Service Customer Experience 157

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

CX Journey

JANUARY 11, 2018

As you can see, having an omnichannel strategy has benefits for both consumers and businesses alike. Customers get better experiences, while businesses acquire and retain more customers. He did - and in 2009 Zingle was born as the first two-way, business-and-customer communication platform.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

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 171

Hotels Customer Service Training Retail Customers 171

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 130

Hotels Touchpoint Customer Service Training Tips 130

ShepHyken

MAY 28, 2024

His main example of this happened at the Marriott Long Wharf Hotel in Boston. The goodwill and word-of-mouth marketing the hotel received was far more than the upgrade cost, which was virtually nothing. He checked in late for a one-night stay.

Hotels 98

Hotels Customer Service Training Customers Tips 98

ShepHyken

SEPTEMBER 19, 2018

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. I sat down at an open seat in the hotel lobby and noticed that my oatmeal looked more like soup that oatmeal. They had instant oatmeal in a cup.

Hotels 24

Hotels Exercises Conference Customer Service Training 24

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. It’s not that they want to do it. They have no choice. . There was a line, yet there were a number of open tables. I asked the manager why we couldn’t be seated.

Poor Customer Service 154

Poor Customer Service Hotels Customer Service Training Customer Service 154

ShepHyken

MARCH 6, 2020

Everyone makes a difference: the sales force, the service technicians, the clerical staff, the PR department. They all work together toward the same goal, keeping the customers satisfied. If we give you good service, your group will bring back its business here and not to the competition.”. A second hotel example.

Customer Service 98

Customer Service Hotels Conference Tips 98

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.

Customer Service 147

Customer Service Customer Experience Hotels Customer Service Training 147

ShepHyken

JULY 11, 2018

I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them. What the Crowne Plaza Lansing did was different. From your friends at the Crowne Plaza.

Customer Experience 4

Customer Experience Hotels How To Travel 4

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

Service Untitled

NOVEMBER 28, 2012

The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. This means seeking out the customers unanticipated and unvoiced needs. Have a written service strategy.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

JANUARY 24, 2018

I received a response from Nayeli Burns ( @Nayelihrc ), the concierge at Encore Event Technologies, an “in-house” event production company in hotels and resorts throughout North America. If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more.

Hotels 104

Hotels Conference Meeting Fashion 104

Comm100

NOVEMBER 8, 2017

But the hotel wasn’t content with offering her a link to a similar clock. This exclusive treatment, which probably didn’t cost the hotel much time or money, made a huge impact on Christina and inspired her to share her story online. Chapter 1: 9 Unmissable Reasons Why You Need to Care about Social Media Customer Service.

Social Media 138

Social Media Customer Service Marketing eBook 138

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. I recently bought a candy bar and paid through the store’s self-service checkout system.

Tips 126

Tips Self Service Hotels Customer Service Training 126

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., This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. . I get a survey. You get the idea.

Survey 126

Survey Rewards Programs Airlines Hotels 126

ECXO

SEPTEMBER 4, 2024

Ritz-Carlton: Preparedness and Anticipation The Ritz-Carlton is a prime example of a company that prepares for adversity and anticipates customer needs, much like the Stoic approach to challenges. The hotel chain trains its employees to anticipate guest needs and solve problems before they even arise.

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

ShepHyken

JULY 10, 2019

Because the captain had forgotten to bring his immigration documentation and had to retrieve it from his hotel. My flight attendant told me that earlier in the week, the same flight had been delayed more than two hours. I joked with her and said, “I hope he hasn’t forgotten how to fly the plane!” Here’s an example that’s not so farfetched.

Hotels 131

Hotels Customer Service Training Customers Examples 131

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Kate was named to Huffington Posts’ Top 100 Customer Service Pros, to Simplr’s list of top customer experience superstars in 2018, and to ICMI’s Top 50 Customer Experience Thought Leaders of 2017. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

NOVEMBER 17, 2017

Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

CSM Magazine

AUGUST 22, 2019

VP, Client Services, Boston Red Sox. Senior Director, Customer Care, Hilton. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. SVP, Digital Product, Messaging & Support, Citi. VP, Marketplace Operations, Nike.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ShepHyken

OCTOBER 16, 2019

I once received a survey before I even left the property of a hotel I was staying at. That is why it’s important that the survey is done the right way. Here are a few dos and don’ts to consider: Don’t send the survey too soon. Don’t wait too long to send the survey. I’ve received surveys two weeks after my experience with a company.

Survey 105

Survey Hotels Customer Service Training Feedback 105

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Kate was named to Huffington Posts’ Top 100 Customer Service Pros, to Simplr’s list of top customer experience superstars in 2018, and to ICMI’s Top 50 Customer Experience Thought Leaders of 2017. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 6, 2020

Everyone makes a difference: the sales force, the service technicians, the clerical staff, the PR department. They all work together toward the same goal, keeping the customers satisfied. If we give you good service, your group will bring back its business here and not to the competition.”. A second hotel example.

Customer Service 62

Customer Service Hotels Conference Tips 62

ShepHyken

MAY 16, 2018

Or, does it measure up to the experience you would want your customers to have? Years ago I wrote about when the Ritz-Carlton took over a hotel that needed serious renovations. Is it a tiny, dirty, rundown part of the building? The first area they remodeled was the employee entrance.

Employee Experience 99

Employee Experience Hotels Video Culture 99

ShepHyken

NOVEMBER 11, 2022

QR codes in hotel check-ins and rooms . QR codes are used in the hospitality industry, especially by hotel chains, to interact with customers. Customers can find out about places to visit in the city, the in-room dining menu, and other important information needed by scanning the QR code.

Customer Service 66

Customer Service Hotels Social Media Hospitality 66

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Customer Service 14

Customer Service Rewards Programs Poor Customer Service Self Service 14

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.

Customer Service 92

Customer Service Self Service Customer Centricity Video 92

Kustomer

JUNE 1, 2023

This is all personal customer data that can be used to anticipate customer needs and provide proactive, tailored customer service. Create Your Personal Customer Service Strategy You have your data and you’re ready to use it; now it’s time to build your personal customer service strategy.

Data 56

Data Customer Service CRM Hotels 56

ShepHyken

JULY 9, 2018

The Accidental Customer Experience by Ian Golding. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube traveling at high speeds is the perfect environment for me to commit my thoughts into words.

Poor Customer Service 85

Poor Customer Service Customer Service Infographics Travel 85

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 54

Net Promoter Score Customer Service Hotels Effort Score 54

ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. LinkedIn) Hotel people like yourself are the reason why others can take their mind off troubles and get a comfortable night’s sleep (even though their house is under water or completely destroyed).

Customer Service 84

Customer Service Hospitality Customer Centricity Competitive Advantage 84

Very Best Service

AUGUST 5, 2011

Why not send away your customer service team to one of the 5 star best hotel getaways so that they can celebrate their success in style, maybe with a bottle of Champagne? Customer service success only comes after a lot of innovation, passion and hard work.

Customer Service 40

Customer Service Hotels Customer Relationship Management Customer Service Strategies 40

Second to None

MARCH 30, 2018

When I arrived at my hotel room, I was speechless. In fact, 86 percent of business leaders say customer experience is foundational to their success. Here are three fundamental tools for building a superior customer-service strategy. I did so immediately. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Talkdesk

JANUARY 10, 2017

Think about booking a hotel room before the year 2000. Not a big deal, but it meant that a vast majority of the hotel’s incoming conversation was transactional. In 2017, most people book rooms through websites or apps, but hotels still get the same volume of phone calls. Maybe bots will help. That’s all for you to determine.

Chatbots 40

Chatbots Hotels Contact Center Conference 40