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. Mission-Driven Customer Experiences (CX): A Guide by Nate Brown.

2021 162

2021 Article Customer Service Guest Experience 162

ShepHyken

JULY 11, 2018

I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience , and the way they went about it is an excellent lesson we all can learn from. You created a truly memorable experience. From your friends at the Crowne Plaza.

Customer Experience 4

Customer Experience Hotels Travel Customer Service Training 4

ShepHyken

APRIL 16, 2024

He should sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a great street sweeper who did his job well.’” As I reflected on Laura and her amazing attitude, I considered some of the other employees I’ve seen doing similar jobs in airports, hotels, and other types of businesses.

Hotels 157

Hotels Workshop Customer Service Training Books 157

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? I get that you may be a guest of a hotel or a restaurant. Most people would call them customers. Sounds a lot better than, “Welcome, customer!”). Then there is the term “guest.”

Reference 161

Reference Hotels Customer Service Training Connections 161

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?

Customer Experience 98

Customer Experience Airlines Guest Experience Hotels 98

ShepHyken

JULY 11, 2023

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118

Hotels Workshop Customer Service Training Communication 118

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. We have the privilege and honor of working with some amazing clients.

Hotels 117

Hotels Travel Workshop Reference 117

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.

2021 146

2021 Article Customer Service Airlines 146

ShepHyken

JANUARY 13, 2021

The note would have been enough, but the chocolate sweetened the experience. A guest at the hotel had accidentally left his laptop in the room when he checked out. He flew to Hawaii and called the hotel, panicking because he had lost his computer that he needed for his meeting. Horst shared a better story.

Hotels 154

Hotels Customer Service Training Presentation Information 154

ShepHyken

JULY 8, 2020

Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from.

Hotels 125

Hotels Customer Service Training Information Customer Focused 125

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. There are some hotels that have figured this out. Why is almost every shower, in almost every hotel I’ve stay in, not designed this way?” Where could it be?

Hotels 107

Hotels Travel Customer Service Training Customer Focused 107

ShepHyken

MAY 28, 2024

His main example of this happened at the Marriott Long Wharf Hotel in Boston. The goodwill and word-of-mouth marketing the hotel received was far more than the upgrade cost, which was virtually nothing. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Hotels 98

Hotels Workshop Customer Service Training Article 98

ShepHyken

DECEMBER 8, 2021

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . The result is that companies are forced to “skimp” on the quality and service customers have come to expect.

Poor Customer Service 154

Poor Customer Service Hotels Customer Service Training Customer Service 154

ShepHyken

FEBRUARY 2, 2022

We received some great feedback, and it got me thinking of other ways to surprise our customers. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell. Certain hotels used to offer a shoe-shine service while you were asleep.

Hotels 130

Hotels Customer Service Training Touchpoint Customer Service 130

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . I would only hire the best people and train them to take care of our customers. . We would make them feel like they were a guest at a fine hotel or restaurant.

Hotels 171

Hotels Customer Service Training Financial Customers 171

ShepHyken

JANUARY 31, 2023

He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. Get more information on The Customer Focus ™ customer service training programs.

Customer Service 147

Customer Service Hotels Customer Service Training Reference 147

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

OCTOBER 24, 2018

Specifically, when surveys are sent and how they could potentially negatively impact the customer experience. Just when the customer thinks the experience is over, it’s not. In a typical transaction with your business, think about the last interaction your customer experiences. They receive a survey.

Hotels 110

Hotels Automotive Interaction Customer Service Training 110

Bill Quiseng

JULY 28, 2014

My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Marriott Hotel in Washington, D.C., Marriott’s leadership mantra, ““Take care of your employees, and they’ll take care of your customers.” Recently Marriott opened the J.W. its 4000th.

Customer Service 126

Customer Service Hotels Social Media 2013 126

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Article 107

Article 2019 Customer Service Hotels 107

ShepHyken

JULY 12, 2017

He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. He asked if the hotel was dog-friendly.

Hotels 102

Hotels Customer Focused Customer Service Training Customers 102

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? Great insights from Customer Gauge.

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

OCTOBER 31, 2016

Well in this excellent article, Jay Baer shares 13 words that will kill the customer experience. A Waldorf-Astoria bellman with 50 years experience shares the key to great customer service by Kathleen Elkins. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2016 125

2016 Article Customer Service Hotels 125

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. The hotel staff was cleaning the restroom at 10 in the morning, right in the middle of our break. Just like the cable company, the hotel staff didn’t do this on purpose. The hotel should have been smarter about when to clean the restrooms.

Hotels 105

Hotels Customer Service Training Customer Service Information 105

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

Bill Quiseng

FEBRUARY 15, 2016

This team, with at least one representative from every department, should meet at least once a week to review customer feedback. Like a CSI team, the purpose of the team is to review all the details of each negative customer experience to see if they can find out why it happened. and simply walked away.

Customer Service 92

Customer Service Customer Service Training Customer Satisfaction Hotels 92

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. My Comment: Here is a fascinating article about loyalty and the customer experience.

Article 113

Article 2020 Customer Service Loyalty Programs 113

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. This article shares ideas that any industry can use from the luxury hotel industry.

Article 83

Article 2024 Hotels Customer Service 83

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 99

Airlines Hotels Loyalty Programs Travel 99

ShepHyken

JANUARY 24, 2018

I received a response from Nayeli Burns ( @Nayelihrc ), the concierge at Encore Event Technologies, an “in-house” event production company in hotels and resorts throughout North America. If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more.

Hotels 104

Hotels Events Fashion Customer Service Training 104

ShepHyken

SEPTEMBER 6, 2017

Dejected, she returns to the hotel. The next day, the hotel manager takes her to a different store and gets her outfitted in some beautiful clothes. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Books 0

Books Hotels Customer Service Training Sales 0

ShepHyken

OCTOBER 5, 2016

As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. This was an after-dinner talk. Follow on Twitter: @Hyken.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

Michel Falcon Experience

APRIL 7, 2020

I want every business professional to learn the difference between customer service vs. customer experience. Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service?

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

ShepHyken

JULY 10, 2019

Because the captain had forgotten to bring his immigration documentation and had to retrieve it from his hotel. 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.

Hotels 131

Hotels Books Document Customer Service Training 131

Stella Connect

JANUARY 9, 2018

After falling in love with the bedsheets in their Las Vegas hotel room and reeling at the $800 price tag, founders Rich and Vicky researched the main cost drivers (middleman markups, mostly) and set out to find a way to make high-quality bedding affordable. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

2020 82

2020 Article Customer Service Hospitality 82

ShepHyken

MARCH 13, 2019

He was staying at a nice hotel in Japan. Jeff said of his gesture, “Trying to practice being amazing, even when I’m the customer!”. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. One of our Shepard Letter subscribers, Jeff Scott, wrote in with a similar example.

Hotels 118

Hotels Customer Service Training Reference Books 118