ShepHyken

APRIL 8, 2019

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. A good service opportunity went bad. but it’s worth it.

Article 108

Article 2019 Customer Service Hotels 108

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. It’s all about creating the right culture! How the Apple Watch will take this NYC restaurant’s customer service to the next level by Caitlyn McGarry.

2016 125

2016 Article Airlines Customer Service 125

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I.

Engagement 128

Engagement Customer Experience Culture Social Media 128

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.

2021 78

2021 Article Customer Service Hospitality 78

Customer Bliss

SEPTEMBER 27, 2016

Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. Jennifer is Chief Customer Officer at Gaffey Healthcare. It’s been awesome! This week: another great one.

Healthcare 141

Healthcare Chief Customer Officer Hospitality Leadership 141

InMoment XI

OCTOBER 4, 2024

To see how much customer experience ROI InMoment can deliver for you by utilizing the XI platform, fill out the ROI calculator below: Calculate your business’ ROI using InMoment’s VoC tools. Encourage a customer-centric culture. Customer-centric companies are also 60% more profitable than their competitors.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He is a leading contributor to Tourism, Hospitality and Service Industries alike. Kerry Bodine Follow @kerrybodine. Rod Butcher Follow @rodbutcher.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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?

Workshop 81

Workshop 2011 2012 Leadership 81

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.”

2022 75

2022 Article Customer Service Hospitality 75

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. Keep focused on the people.

Culture 105

Culture Metrics Hotels Customer Centricity 105

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

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 Customer Service 130

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. email, chat, web).

Customer Service 256

Customer Service Customer Experience Hospitality Hotels 256

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. Here are a few ideas on how to retain those happy customers.

Article 88

Article 2018 Customer Service Airlines 88

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. 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. What Does a Great CXM Culture Look Like?

Books 100

Books Hospitality Hotels Article 100

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.

Article 99

Article 2021 Customer Service Retail 99

Customer Guru

MARCH 13, 2018

Nadgir has shared with us several tips that would help organizations in overcoming the challenges that they face in bringing about a customer-centric cultural change. He also talks about the need to leverage customer reviews in order to bring about this change in an organization. We would be more than happy to help.

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

ShepHyken

AUGUST 29, 2016

My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. Kuiu is a hunting gear company that has a customer focused culture. The Future of Customer Loyalty is Flexibility by Jim Tierney. Follow on Twitter: @Hyken .

2016 0

2016 Article Net Promoter Score Customer Service 0

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com.

Leadership 68

Leadership Customer Service Seminar Hospitality 68

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. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 85

Customer Experience E Commerce Hospitality E-support 85

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. Take my industry, hospitality, as an example. Are they humble?

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Experience This!

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

ShepHyken

APRIL 27, 2020

“Giving back” is part of the customer experience. And, that’s exactly what restaurateur Danny Meyer, CEO of Union Square Hospitality and founder of Shake Shack, did when the company gave back $10 million to the government after receiving the funds as part of the PPP stimulus package. Follow on Twitter: @Hyken.

2020 69

2020 Article Customer Service Government 69

Experience Investigators by 360Connext

JULY 16, 2019

One day of customer experience discussion does not make a customer-focused company. How often do you discuss customer experience strategy in your regular communications to employees? Your employees need to hear about your customer experience mission in ways that relate to them and their everyday lives.

Customer Experience 110

Customer Experience 2019 Guest Experience Hospitality 110

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Article 71

Article 2022 Customer Service Loyalty Programs 71

Pink Guava

AUGUST 29, 2018

Top management alignment/greater focus for Customer Experience Strategy Customer Experience Strategy comes through the customer focused culture. Thus, top management with an infectious attitude towards creating a powerful customer experience can lead a company towards growth and financial success.

Customer Experience Management 40

Customer Experience Management 2018 Customer Experience Management 40

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin. Leslie O’Flahavan.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ShepHyken

FEBRUARY 5, 2023

My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience. And who better than to share some ideas on that way of thinking?

2023 51

2023 Article Customer Service Government 51

ShepHyken

AUGUST 28, 2018

Why (and How) to Put Your Customers at the Center of Your Decisions. Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?.

Airlines 69

Airlines Leadership Presentation Culture 69

ShepHyken

FEBRUARY 5, 2023

My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience. And who better than to share some ideas on that way of thinking?

2023 48

2023 Article Customer Service Government 48

Middlesex Consulting

DECEMBER 27, 2015

However for these services to be enduring and profitable, they must also develop and even change their people as they evolve to a services centric culture. More and more they are taking on an operating responsibility for that equipment within the hospitals to which they are working as a strategic business partner.

Culture 60

Culture Technology Brands Brand Values 60

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin. Leslie O’Flahavan.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

OCTOBER 23, 2019

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken. Copyright © MMXIX, Shep Hyken).

Hotels 106

Hotels Customer Service Training Customer Service Information 106

ShepHyken

SEPTEMBER 13, 2017

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. The post Simple Words and Phrases Can Enhance the Customer’s Experience appeared first on Shep Hyken.

Customer Service Training 97

Customer Service Training Reference Communication Customer Service 97

SurveySensum

AUGUST 28, 2024

Chick-fil-A Chick-fil-A is a well-known name in the fast-food industry and has topped the list in this industry in the American Customer Satisfaction Index (ACSI), earning an overall score of 83 out of 100 in 2024. The attendants are trained to greet customers with a warm and friendly welcome and give their undivided attention to them.

Customer Experience 52

Customer Experience 2024 Demo Customer Centricity 52

West Monroe

JUNE 20, 2022

in 2019 for $5 billion, has since more than doubled in revenue , in part through recent acquisition of $2 billion specialty animal hospital and emergency medicine providers. These historically paper-based industries are facing a significant shift in culture and processes. CURES Act—EVV). Operating model impacts.

Healthcare 52

Healthcare Multi-Channel 2021 Innovation 52

Help Scout

MAY 21, 2019

They help us to achieve clarity around our brand, enabling us to craft messages that can speak to customers in the language that makes sense to them. A value proposition is all about being customer-focused and putting yourself in their shoes. What is a value proposition? Airbnb: belong anywhere.

Hotels 40

Hotels Hospitality Travel Touchpoint 40