BlueOcean

JANUARY 4, 2017

The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. And that is headline news.

Customer Service 223

Customer Service Call Center Hospitality Customer Service Representative 223

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Expand the Horizon of Helping People.

Hospitality 143

Hospitality Healthcare How To Customer Centricity 143

Steve DiGioia

JULY 19, 2021

To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking. 11 Customer Service Leaders We Can All Learn From. Plus, many are best-selling authors too! Whew, they sure do it all. Adam Toporek.

Customer Service 189

Customer Service Social Media Hospitality Leadership 189

Customer Bliss

MAY 16, 2018

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. And this is not just limited to those on the front lines caring for customers in distress. as a friend, as a partner, as a customer.

Customer Service 201

Customer Service Hospitality Leadership Groups 201

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

InMoment XI

OCTOBER 31, 2024

InMoment’s conversational analytics software also helps improve your FCR score by allowing you to efficiently analyze speaker data for insights and opportunities to better understand your customers and improve your customer service. A QA score is generated based on a scorecard after reviewing call recordings and interactions.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Steve DiGioia

MAY 23, 2022

Sponsor the local school sports teams with clothing or equipment or donate to the area hospital, senior center, or church. RELATED POST: What is Customer Service, Really? The post 10 Smart Ways to Cater to Your Local Customers appeared first on Steve DiGioia Customer Service Blog. Use social media wisely.

Fashion 361

Fashion Sports Hospitality Hotels 361

ShepHyken

DECEMBER 4, 2023

Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. Consistency and predictability are crucial in delivering amazing customer service. What is a “wow moment” in customer service?

Hospitality 107

Hospitality Tourism Guest Experience Culture 107

C3Centricity

MAY 20, 2019

Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. There is no hiding from their clients for hospitality! ” #2. ” #5.

Industry 266

Industry Strategy Hospitality Hotels 266

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.

Customer Service 144

Customer Service Airlines Hospitality Infographics 144

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

Customer Service 160

Customer Service Guest Experience Loyalty Programs Hospitality 160

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Self Service Customers 167

Steve DiGioia

APRIL 4, 2022

I’m prepared for the unfortunate customer who felt that our service was less than stellar and wanted to vent their frustrations. How to Be Prepared for an Upset Customer. Early on in my hospitality career, I made it a point to find out what my options were to satisfy an upset customer.

Hospitality 55

Hospitality Hotels Course Customer Service 55

TechSee

JULY 20, 2021

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. Need for better customer service with medical devices . And for good reason.

Healthcare 207

Healthcare Hospitality Call Center Guidelines 207

Steve DiGioia

NOVEMBER 15, 2021

Thinking back on some of the fun, and weird, things that have happened during my 20+ year hospitality career, I was reminded of this old lady, I’ll call her “Granny Food Thief”. Does this fall under the heading of “WOW” customer service? The granny food thief strikes again!

Hospitality 48

Hospitality Groups Customer Service Meeting 48

Bill Quiseng

JANUARY 26, 2023

In hospitality, your people are NOT your most important assets. Ultimately, success in hospitality is all about interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. There are a lot of people wanting to enter the hospitality business. The right people are.”

Hospitality 88

Hospitality Tourism Travel Banking 88

ShepHyken

JANUARY 14, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry?

Customer Experience 134

Customer Experience Hospitality How To Brands 134

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. More on this later.)

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

CloudCherry

MARCH 14, 2019

VP, Customer Experience at ICW Group. Her journey makes her a specialist and leader at sales and marketing, planning, strategising and customer service in both B2B and B2C environments. He mixes his expertise of the hotel industry with his deep knowledge of CX to make Marina Bay Sands a more customer-friendly place.

Hospitality 236

Hospitality Insurance B2C Groups 236

Experience Investigators by 360Connext

DECEMBER 4, 2014

An ER visit is represented with separate bills from the hospital, the radiology department, the medical device unit (huh?), At the time, in pain or bleeding or in general discomfort, you probably forgot to ask questions like “is this doctor the most expensive guy in the hospital?” and the doctor.

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

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. So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Some might call that boring, but we all know it’s not. Follow on Twitter: @Hyken.

Customer Experience 262

Customer Experience Customer Service Hospitality Customer Service Training 262

Vonage

NOVEMBER 24, 2016

But what a challenge for committed service providers! Creating a customer service culture that works can be done. Should your customer service culture be reserved and polite, or outgoing and friendly? The best style to choose will depend on the customer service culture in your establishment.

Culture 120

Culture Customer Service Entertainment Hospitality 120

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Here are my top five picks from last week.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

ShepHyken

NOVEMBER 3, 2021

While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions.

Hospitality 168

Hospitality Customer Experience Hotels Feedback 168

C3Centricity

JANUARY 13, 2021

7 Ways to Deliver Awesome Customer Service. How come with all the talk about the importance of customer satisfaction, many companies still get it wrong? Customer eccentricity is vital in today’s connected world where people rely on each other for opinions and experiences with brands. This may surprise you.

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

If there is one way to create a better customer experience, it’s this: Advocate. The term advocate is used a lot when referring to kids in the court system, patients in hospitals, and others who can’t necessarily stand up for themselves.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Comm100

APRIL 24, 2018

As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way. Learning and training are at the heart of teams who are united in vision, strive for excellence and deliver the best customer experiences. Why is that? Firstly, people learn in different ways.

Customer Service Training 161

Customer Service Training Video Training Customer Service 161

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 162

Healthcare Hospitality Social Media Financial 162

CloudCherry

MARCH 14, 2019

VP, Customer Experience at ICW Group . Her journey makes her a specialist and leader at sales and marketing, planning, strategising and customer service in both B2B and B2C environments. . He mixes his expertise of the hotel industry with his deep knowledge of CX to make Marina Bay Sands a more customer-friendly place.

Hospitality 210

Hospitality Insurance B2C Groups 210

TechSee

OCTOBER 2, 2023

We’ve chosen not to disclose the name of Ann’s previous internet provider in this article, as we want to shine a spotlight on the exceptional service provided by Verizon. The Turning Point: Frustration Builds Ann’s recent move to a new apartment marked the beginning of her internet service ordeal.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 10 Best Things about Customer Contact Week 2019!

Customer Service 119

Customer Service Social Media Customer Experience Professionals Customer Care 119

Customer Enthusiast

MARCH 27, 2024

I learned the distinction between service and hospitality. Service is the action of helping or doing … Continue reading "Service or Hospitality?"

Hospitality 54

Hospitality Conference Employee Engagement Engagement 54

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. I’ve always preached the hospitality mentality. Start with creating the right culture, in this case, a “customer-first” culture.

Customer Service 24

Customer Service Culture Customer Retention Video 24

Customer Enthusiast

MARCH 25, 2024

For openers, I learned that hospitality is a zero-disappointment industry. If a customer engages in 10 experiences and you exceed expectations on nine … Continue reading "Hospitality is a Zero-Disappointment Industry" Source

Hospitality 62

Hospitality Industry Conference Customer Engagement 62

Michel Falcon Experience

JANUARY 10, 2019

There are many customer service skills that employees must possess to contribute to the success of a company. It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right?

Training 151

Training Customer Service How To Employee Engagement 151

Kayako

MAY 30, 2017

You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184