Bill Quiseng

OCTOBER 9, 2024

Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! For hotels, offer bottled water at arrival and departure. Consistency builds trust.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56

Travel Customer Care Information Hotels 56

BlueOcean

DECEMBER 21, 2021

The insight about customer service and the customer experience is still rock solid, so give it another look as you reflect on the past year and prepare for the next. With it, you’re one significant step closer to delivering an exceptional customer experience. Without it, you’re lost at sea.

Magazine 31

Magazine Travel 2021 Hotels 31

ShepHyken

OCTOBER 26, 2018

Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. Recently, I had an experience at a “Five Star/Five Diamond” hotel that was the antithesis of what I had experienced at these and other luxury hotels. Less than an hour later, my luggage and suit were MIA.

Hotels 51

Hotels Blog Hospitality Guest Experience 51

ShepHyken

JANUARY 17, 2018

The previous year we had stayed at a hotel that did a magnificent job of taking care of us. In looking over the final contract for our most recent meeting at the hotel, there were a few minor changes from the year prior. The first year, the hotel gave us free Internet service for our attendees. And, we did.

Hotels 51

Hotels Leadership Banking Customer Service Training 51

ShepHyken

MARCH 6, 2020

They all work together toward the same goal, keeping the customers satisfied. A perfect example of how everyone makes a difference is when I was in a Nashville hotel attending a Board of Directors meeting for the National Speakers Association. Recently I checked into a wonderful hotel in Southern California for a conference.

Customer Service 99

Customer Service Hotels Presentation Travel 99

CSM Magazine

JANUARY 19, 2022

Is your customer care strategy prepared to meet the demands and overcome the challenges of 2022? Shifting Customer Expectations – Top Customer Care Trends for 2022’ features insights from senior leaders from Nationwide, PVH Corp & Hootsuite! Göran van Hese, Customer Care SC Leader Global, Hootsuite.

Customer Care 52

Customer Care 2022 Webinar Hotels 52

Kate Nasser

FEBRUARY 20, 2016

Truly memorable customer experience is not transaction; it is great interaction. The People Skills Coach™ shares memorable exp at Delta Calgary South Hotel and tips to all hotel leaders & reps on doing the same thing! The post Memorable Customer Experience: Far Deeper Than a Smile | #CX appeared first on KateNasser.com.

Hotels 74

Hotels Customer Experience Customers Interaction 74

CSM Magazine

FEBRUARY 5, 2025

Notify : Ensure proper follow-up by keeping customers updated on the resolution and informing relevant team members to avoid similar situations in the future. Marriotts dedication to this framework was highlighted in their approach toward handling booking errors or unexpected hotel service failures. Personalization begins with empathy.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends.

Airlines 100

Airlines Hotels Loyalty Programs Travel 100

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Do they have hotel experience?

2017 76

2017 Article Social Media Customer Service 76

Oracle

JANUARY 17, 2019

He continues, “The customer experience falls apart when brands hand their customers between traditional business units like marketing, sales and customer care. Customers become frustrated because they are often treated like a “new” person with each hand off.

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

ShepHyken

OCTOBER 31, 2016

A Waldorf-Astoria bellman with 50 years experience shares the key to great customer service by Kathleen Elkins. CNBC) Jillali “Jim” Elidrissi started working for New York City’s Waldorf-Astoria hotel as a bellman shortly after arriving from Morocco in 1966.

2016 125

2016 Article Customer Service Hotels 125

ShepHyken

FEBRUARY 20, 2019

Rao explained what happened and an hour later the driver made his way back to the hotel where he had picked up Mr. Rao earlier that day. He didn’t ask for money even though he had to take time out of his day to return to the hotel. He just wanted to take care of his customer. No, it was his fault.

Hotels 112

Hotels Customer Focused Customer Service Training Information 112

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 Workshop Customer Service Training Books 24

ShepHyken

FEBRUARY 22, 2017

And, once the sale is made, he knows what it will take to keep those customers, which is to maintain that same level of service he demonstrated through the sales process, while maybe even increasing the altitude a bit. A high-priced service usually is accompanied by an excellent customer experience.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Article 92

Article 2018 Customer Service Customer Centricity 92

Thematic

DECEMBER 9, 2019

After some sight-seeing we needed to get back to our hotel and we weren’t anywhere near public transport. It’s easy to imagine a 2x better experience: Only waiting a few minutes for an air-conditioned taxi with a friendly driver who knows the way to our hotel. To monitor whether customers have noticed the improvements you’ve made.

Feedback 126

Feedback 2020 Travel Voice of Customer 126

ShepHyken

OCTOBER 27, 2017

Still in its infancy, RCS is primed to significantly improve the customer experience. For instance, in the hospitality industry, hotels can adopt RCS messaging to boost brand loyalty by offering customers with a hyper-personalized check-in experience all from their messaging inbox.

Customer Service Strategies 87

Customer Service Strategies Blog Customer Service Hotels 87

ShepHyken

MAY 10, 2017

I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.” I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!”

Hotels 109

Hotels Customer Service Training Reference Books 109

Interactions

MAY 22, 2019

Book a hotel? It’s not when I’m comfortably sitting in my house with my laptop and phone, but instead when I’m running through the airport trying to book another flight because my connection was just cancelled, or trying to contact my hotel last minute so I can book another night. Book flights? Book a rental car? Long wait times.

Travel 61

Travel Hotels Hospitality Books 61

ShepHyken

SEPTEMBER 3, 2018

(SmartGuests) Learn the top 5 hospitality phrases you can say to build trust, engagement and bonds with your customers. My Comment: Here are five “Keep Your Customer Coming Back” phrases that can be modified for just about any industry. The Hottest Customer Service Around by Dina Dwyer Owens.

Article 79

Article 2018 Customer Service Hospitality 79

transcosmos Information Systems

AUGUST 17, 2017

Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm. For this reason, outsourcing companies no longer just offer phone or email customer support. Here are the reasons you should offer an omni-channel engagement to improve customer experience.

Engagement 75

Engagement E Commerce Customer Experience Social Media 75

ShepHyken

MARCH 6, 2020

They all work together toward the same goal, keeping the customers satisfied. A perfect example of how everyone makes a difference is when I was in a Nashville hotel attending a Board of Directors meeting for the National Speakers Association. Recently I checked into a wonderful hotel in Southern California for a conference.

Customer Service 62

Customer Service Hotels Presentation Travel 62

Retently

AUGUST 15, 2018

DiJulius, the President of a leading customer experience consulting group. In short, DiJulius left a Ritz-Carlton hotel in a rush, leaving his laptop charger behind. He planned on calling the hotel chain when he got back to his office, but he never got to do it. Get Back to Customers ASAP.

Customer Service 88

Customer Service Social Media Exceptional Customer Service Hotels 88

ShepHyken

APRIL 8, 2020

For a little time and the cost of a box of donuts, that manager got the most up-to-date and immediate feedback on what guests thought of his hotel. Think about who your customers talk to outside of your own employees. What a great way to do research and get feedback! He also picked up invaluable information on his competition.

Net Promoter Score 127

Net Promoter Score Effort Score Hotels Feedback 127

John Paul

SEPTEMBER 28, 2020

I joined John Paul in July 2017 as Lead Program Director for Customer Care for a hotel group, where I managed the activity of 5 sites handling issues from hotel customers in 13 languages via several channels (telephone / email / SoMe) 24/7.

Management 52

Management Hotels 2017 Hospitality 52

ShepHyken

MAY 9, 2018

I had a similar “I’m sorry” experience when I went to check out at a hotel. Hmm… most hotels I stay at don’t charge for any of these amenities. Even if it is “too bad,” the way you say it can include some empathy and caring that makes the customer know you feel their disappointment.

Hotels 88

Hotels Customer Service Training Information Customer Service 88

Magellan Solutions

JUNE 10, 2019

Hotel answering service. Answering services give businesses the ability to provide instant and reliable assistance to their customers 24/7. E-commerce customer care. E-commerce customer care is simply customer service for online shops. The businesses that need this are the following: Hotel.

Call Center 75

Call Center E Commerce E-support Social Media 75

InteractionMetrics

NOVEMBER 11, 2024

Um, so I stayed in Seattle a few weeks ago, and before I got in, I got the text from the hotel that says, hey, we see you’re coming. I don’t think Hilton Hotel or I don’t think they’re you consider them a partner. That’s you know, I had a rental car and hotels and, you know, the whole thing.

NPS 52

NPS Net Promoter Score 2003 Airlines 52

AskNicely

AUGUST 22, 2018

You need a better way to create a loyalty program that your customers care about. Here are three hacks you can use to ensure your program works better for you: Action Real-Time Customer Feedback. Studies have shown that the number one way to build customer loyalty is by showing you care.

Loyalty Programs 60

Loyalty Programs Loyalty Feedback Net Promoter Score 60

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. When it comes to competitive industries, few rank higher than hospitality.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hospitality 48

Currency Alliance

JUNE 1, 2020

They’ve found new ways to serve needs through the program, or to express empathy at a time when customers care what a brand is doing to keep customers safe, support employees, and evolve to meet their rapidly changing perceptions of value. Create ‘wow’ moments to keep customers engaged.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Interactions

MAY 22, 2019

Book a hotel? It’s not when I’m comfortably sitting in my house with my laptop and phone, but instead when I’m running through the airport trying to book another flight because my connection was just cancelled, or trying to contact my hotel last minute so I can book another night. Book flights? Book a rental car? Long wait times.

Travel 48

Travel Hotels Hospitality Books 48

CSM Magazine

JUNE 20, 2024

uses advanced Generative AI to help hotels provide exceptional customer service. This introduction to Generative AI is a first for Sabre Hospitality, with an aim to extend the reach of customer service beyond conventional support agent abilities. solution to manage various customer connections.

Hospitality 52

Hospitality Guest Experience Exceptional Customer Service Hotels 52

Provide Support

JUNE 6, 2017

The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees.

2003 65

2003 Customer Service 2017 Airlines 65