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. Some might call that boring, but we all know it’s not. Follow on Twitter: @Hyken.

Customer Experience 269

Customer Experience Customer Service Hospitality Customer Service Training 269

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Welcome to CX 101.

B2C 78

B2C Customer Service Training Hospitality Training 78

ShepHyken

AUGUST 6, 2024

The second definition sounds like common practice for most businesses, not just hospital emergency rooms. They prioritize projects – in this case, customer service issues – and focus on what will provide the best return. The first definition confirmed that the CEO’s comment was accurate. Connect with Shep on LinkedIn.

Hospitality 88

Hospitality Customer Service Training Customers Course 88

ShepHyken

MARCH 8, 2021

My Comment: If you’ve been following me, you know that I’m a big believer in the hospitality mentality. 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. pandemic).

Customer Service 147

Customer Service Hospitality Airlines Infographics 147

ShepHyken

MAY 24, 2023

A hospital may be known for its compassionate treatment and commitment to taking care of its patients, but if patients are in great pain, they may not be able to “enjoy” the experience you provide. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sports 138

Sports Hospitality Customer Service Training Customers 138

Vonage

OCTOBER 2, 2017

I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Key learning point to customer service culture A few words can make a big difference. Your Service” books and founder of UP! Absolutely.

Culture 174

Culture Hotels Customer Service Hospitality 174

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. I have added my comment about each article and would like to hear what you think too.

Customer Service 71

Customer Service Hospitality Hotels Customer Retention 71

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 90

Hospitality Customer Service Training Training Customer Service 90

Vonage

JULY 13, 2017

I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Key learning point to customer service culture. Your Service” books and founder of UP! Your Service. Absolutely.

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

MARCH 25, 2024

How the World’s Best Hotels Deliver Exceptional Customer Experience by Ryan Mann, Ellen Scully, Matthew Straus, and Jillian Tellez Holub (McKinsey & Company) Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Connect with Shep on LinkedIn.

Hotels 85

Hotels Loyalty Programs Customer Service Hospitality 85

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.

Industry 162

Industry Hospitality Leadership Customer Service Training 162

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. My Comment: I believe that every company – in any industry – could do well to have a “hospitality mentality.”

Customer Service 163

Customer Service Guest Experience Loyalty Programs Hospitality 163

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 101

Customer Service Hospitality Ecommerce Tips 101

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 71

Net Promoter Score Customer Service Hospitality Hotels 71

Service Untitled

MARCH 28, 2012

In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. Here is just a sampling of what patients are asked: Did the nurses and doctors communicate well during your hospital stay?

Hospitality 49

Hospitality Customer Service Customer Service Representative Customer Satisfaction 49

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 75

Customer Service Hospitality e-support eBook 75

Happy or Not

NOVEMBER 13, 2024

The company’s commitment to improving customer experience through actionable feedback shows how prioritizing customer service can impact brand loyalty and customer satisfaction. Paying attention to patient responses improves the hospital’s recognition and strengthens its pledge to excellent care.

Examples 36

Examples Customer Service Case Study Hospitality 36

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 78

Customer Service Hospitality Rewards Programs Self Service 78

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. The new guest-centric look of loyalty for hotels by Mitra Sorrells.

Customer Service 107

Customer Service Hospitality Hotels Loyalty 107

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

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 Tips 130

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 71

Hospitality Exercises Customer Service Training Examples 71

ShepHyken

MAY 28, 2023

Driving accelerated, sustainable growth while delighting customers is a complex puzzle. My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry. I refer to this as a hospitality mentality. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Hospitality Customer Centricity B2C 66

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

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

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

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 108

Customer Service Hotels Hospitality Government 108

ShepHyken

DECEMBER 24, 2023

My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. On top of that, it also brings the idea of a hospitality mentality that any business (B2C and B2B) can adopt. Connect with Shep on LinkedIn.

Customer Service 69

Customer Service Employee Experience B2C Hospitality 69

Bill Quiseng

OCTOBER 26, 2020

Hearing about hospitalizations, the struggling economy, and massive layoffs every day, your associates are still anxious and concerned about their jobs. With these safeguards, you have simply changed a negative experience to one that is neutral. But what are you doing to move the experience from neutral to memorably positive?

Guidelines 183

Guidelines Hospitality Exceptional Customer Service Leadership 183

ShepHyken

JULY 8, 2019

If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event. 100 Of The Most Customer-Centric Companies by Blake Morgan. My Comment: It’s one thing to list 100 companies as examples of good customer experience. Follow on Twitter: @Hyken.

Customer Service 122

Customer Service Social Media Customer Experience Professionals Customer Care 122

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 149

Customer Service Loyalty Programs B2B Competitive Advantage 149

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 99

Customer Service Retail Interaction Hospitality 99

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 75

Customer Service Hospitality Contact Center Loyalty 75

Vonage

NOVEMBER 24, 2016

That might be a good customer service culture for a carnival or a bustling street on a busy night. But theatrics can be out of place at government offices, hospitals or jewelry stores. At the government service counter, a positive gesture could be simply, “Next, please.” Your Service” books and founder of UP!

Culture 120

Culture Customer Service Entertainment Hospitality 120

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 71

Customer Service Loyalty Programs Hotels Loyalty 71

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

Bill Quiseng

APRIL 18, 2021

Or be sure to read “ Delivering Effective Social Customer Service ” by Carolyn Blunt and Martin Hill-Wilson. As the general manager, I scheduled myself for every orientation to explain that with every single customer interaction, we were expecting them to commit to “Be the Company”. Soft skills reinforcement must be continuous.

Social Media 167

Social Media Customer Service Self Service Customers 167