CSM Magazine

NOVEMBER 17, 2024

The Better Business Bureau of Southern Colorado will host its annual ‘A Night of Excellence Gala’ at the new Hotel Polaris at the Air Force Academy. This year’s gala theme, “Powered by Stars: 30 Years of Stellar Service,” highlights the dedication and service excellence of businesses in southern Colorado.

Customer Service 52

Customer Service Exceptional Customer Service Hotels System 52

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences?

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Steve DiGioia

FEBRUARY 15, 2021

A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts.

Customer Service 348

Customer Service Hotels Customers Travel 348

Kate Nasser

DECEMBER 11, 2022

Hotel leaders, are your employees problem solvers? Do they deliver the very best hotel customer experience? Regardless of what type of hotel you run, your customers expect your hotel employees to solve their problems — all the time. You may be thinking that they can’t do it every single time.

Hotels 65

Hotels Customer Experience Customer Expectations Customers 65

Who's Your Gladys?

JULY 15, 2015

That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan. Landing on the list of Travel + Leisure’s “World’s Best Hotels” is one among many of their noted accomplishments. It’s an audience that expects only the best.

Hotels 100

Hotels Customer Service Automotive Travel 100

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. So what is the answer?

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Self Service Customer Service Management Knowledge Base 247

CSM Magazine

OCTOBER 29, 2024

In today’s fast-evolving business landscape, customer service has moved beyond merely solving problems or answering questions. Companies are now responsible for a range of measures that impact the customer experience, from ensuring compliance with complex regulations to implementing safety protocols that build trust.

Measurement 52

Measurement Customer Service Hotels Policies 52

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making.

Hotels 82

Hotels Loyalty Programs Customer Service Hospitality 82

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. But how can hotels stay on top of their Customer Experience (CX) game using chatbots? Chatbots for boutique hotels can amplify this exclusivity.

Hotels 52

Hotels Chatbots Hospitality Guest Experience 52

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.

Survey 52

Survey Customer Service Airlines Hotels 52

CSM Magazine

JUNE 1, 2023

Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study reveals. In turn, this reduces their ability to perform at their best in the workplace and it becomes necessary to re-energise employees after serving such customers.

Hotels 52

Hotels Tourism Management Hospitality 52

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. 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?

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

SurveySparrow

MAY 26, 2022

Do you want to deliver a memorable experience to your guests through personalization and stellar customer service? A hotel guest questionnaire is just what you need. In this guide, we cover all that you need to optimize your services and make guest satisfaction seem like a breeze. Need for a hotel guest questionnaire.

Hotels 52

Hotels Survey Feedback Hospitality 52

CSM Magazine

JULY 21, 2021

You just purchased a historic hotel. Of course, all of these changes have to be done in a way so that it won’t disturb the overall look of your historic hotel. Opening up a historic hotel means you also have the opportunity to add a store. This gives you a chance to make more money when folks stay at your hotel.

Hotels 52

Hotels Tips Advertising Wireless 52

Magellan Solutions

JUNE 10, 2021

What is covered by a vacation rental answering service. Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. Excellent customer service means never allowing the concierge desk to sit empty. Even to call center solutions for large hotels. TALK TO US!

Hotels 52

Hotels Entertainment Hospitality Call Center Solutions 52

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

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. Absolutely.

Culture 174

Culture Customer Service Hotels Hospitality 174

Maz Iqbal

JULY 26, 2020

You travel on business and your expenses are covered such that you can choose to stay at a 5* hotel (with swimming pools, jacuzzi, sauna, various bars, three restaurants, fantastic lawns outside) or a family owned/run restaurant that is less than half the price and doesn’t have the look/feel nor the facilities of the 5* … Continue reading (..)

Hotels 63

Hotels Customer Experience Travel Customers 63

Comm100

JANUARY 25, 2018

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Because of this, it’s vital that establishments can create effective customer satisfaction surveys to identify which areas of their service can be continuously improved, helping to attract more customers now and in the future.

Tourism 107

Tourism Hotels Customer Satisfaction Survey 107

CSM Magazine

JUNE 27, 2024

Customer service is the backbone of any successful business. Crafting memorable experiences that hook customers from the start is what sets exceptional businesses apart from the rest. Here we’ll examine each element and uncover the secret to exceptional customer service!

Customer Service 52

Customer Service Self Service Hotels Wait Times 52

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

Magellan Solutions

JUNE 17, 2022

Hotel and hostel answering service can do wonders for your business. The problem is that hotel and hostel owners sacrifice a profit margin whenever middlemen are involved for bookings and reservations. Outsourcing small hotel and hostel answering service can do away with third party agents and travel agents.

Hotels 40

Hotels Travel Comparison Contact Center 40

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Examples 113

Examples Customer Service Company Airlines 113

InMoment XI

JULY 16, 2024

If the company responds within minutes, offering an apology and a solution, it demonstrates a high level of customer care and responsiveness. This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

If the company responds within minutes, offering an apology and a solution, it demonstrates a high level of customer care and responsiveness. This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service.

Tips 195

Tips Management Social Media Hotels 195

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Published on: January 29, 2016. I think it comes down to four areas: 1.

Hotels 48

Hotels Customer Service Social Media Travel 48

The DiJulius Group

JANUARY 3, 2022

The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. Read Full Article.

Customer Service 105

Customer Service Hotels Groups Customers 105

Wired and Dangerous

AUGUST 10, 2020

What would a lifetime warranty look like for a customer service experience? Customers today have changed. Recent research shows that forty-four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! So, here is our question.

Customer Service 184

Customer Service Hotels Course Customers 184

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 69

Customer Service Hospitality Hotels Customer Retention 69

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 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

Experience Investigators by 360Connext

JULY 9, 2024

We’ll illustrate the revolutionary impact of AI on revenue generation, supply chain optimization, and customer service using real-world examples that bridge fashion and other sectors. Curious about how AI can elevate customer engagement and productivity? You’ll also hear compelling stories from GitLab and the St.

Fashion 284

Fashion B2C Hotels Insurance 284

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. Fred Reggie) Take a look at your business and ask yourself, “Does our business serve our customers or does it serve us?

Net Promoter Score 69

Net Promoter Score Customer Service Hospitality Hotels 69

ShepHyken

MAY 28, 2024

What inspired me to do so was an article by Chip Bell, my friend and fellow customer service expert, who recently wrote a Forbes article titled The Magic of Serving with Radical Generosity. His main example of this happened at the Marriott Long Wharf Hotel in Boston. He checked in late for a one-night stay.

Hotels 96

Hotels Customer Service Training Customers Tips 96

CSM Magazine

JUNE 13, 2024

The Power of First Impressions in Customer Service In customer service, the Primacy Effect underscores the importance of initial interactions. From the moment a customer walks into your store or initiates an online chat, they begin forming an impression of your brand. What is the Primacy Effect?

Customer Service 52

Customer Service Exceptional Customer Service Hotels Social Media 52

Customer Enthusiast

MARCH 31, 2023

Last month, I presented to a group of hotel general managers. For that reason, we’ve had … Continue reading "The 3 Ps of purpose-driven customer service (Part 1)" Source For that reason, we’ve had … Continue reading "The 3 Ps of purpose-driven customer service (Part 1)" Source

Customer Service 62

Customer Service Hotels Employee Engagement Study 62

InMoment XI

AUGUST 14, 2024

Finance AI can analyze customer feedback from banking apps, online banking services, and customer service interactions to identify common issues such as transaction errors or poor user experiences. A hotel chain might discover through AI that guests frequently mention the need for better room cleanliness.

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Feedback Customer Experience Social Media Hotels 195