ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. Do you provide ongoing reinforcement or training to keep your employees guest-focused? . This hotel owner knew his ratings were slipping and wanted to do something about it. He writes: .

Hospitality 169

Hospitality Hotels Customer Experience Feedback 169

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Sometimes it’s something small – like the fleeting thought of being a loyal customer and never hearing “thanks” – and sometimes it’s big, like spending the better part of the morning on the phone disputing a hotel charge for 2 rooms when I was only occupying one of them.

Hotels 231

Hotels Social Media Innovation Consulting 231

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 108

Article 2019 Customer Service Hotels 108

ShepHyken

DECEMBER 7, 2016

Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. They are obviously passionate about their clients.

Customer Service 133

Customer Service Hotels Customer Service Training Definition 133

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level.

2017 0

2017 Article Net Promoter Score Customer Service 0

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. Excellent Customer Service? Predictions: 10 Customer experience trends for 2021 by Rosalyn Page.

Article 114

Article 2020 Customer Service Loyalty Programs 114

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. I remember the first time I stayed at a Hard Rock Hotel.

Culture 160

Culture Hotels Customer Service Training Definition 160

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. The new guest-centric look of loyalty for hotels by Mitra Sorrells. Lots to learn here. Lots to learn here.

2020 82

2020 Article Customer Service Hospitality 82

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.

Article 119

Article 2019 Customer Service Poor Customer Service 119

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

ShepHyken

JULY 14, 2021

Is this customer service utopia? Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. The hotel she works at has no airport shuttle, but a guest who just landed at the airport calls and asks, “Do you have a shuttle to get me from the airport to the hotel?”.

Hotels 171

Hotels Hospitality Transportation Customer Service Training 171

ShepHyken

JANUARY 13, 2021

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 155

Hotels Customer Service Training Presentation Information 155

ShepHyken

SEPTEMBER 15, 2021

What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. Are you good enough that customers, if you asked it of them, would pay? . I would only hire the best people and train them to take care of our customers. .

Hotels 171

Hotels Customer Service Training Customers Financial 171

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 103

Hotels Customer Focused Customer Service Training Customers 103

ShepHyken

DECEMBER 8, 2021

I recently went to breakfast at a hotel. Rather than deliver a poor customer service experience, they felt it was better to shut down part of the restaurant. Customer Service: Providing the expected great customer service was more important than serving more people. Customer service won.

Poor Customer Service 155

Poor Customer Service Hotels Customer Service Training Customer Service 155

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Article 79

Article 2018 Customer Service Hospitality 79

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. Then there is the term “guest.” For information, contact 314-692-2200 or www.hyken.com.

Reference 162

Reference Hotels Customer Service Training Connections 162

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. 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! by Deeksha Dadu.

Article 92

Article 2018 Customer Service Customer Centricity 92

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. Small, but what a brilliant customer focused idea. There are some hotels that have figured this out. Where could it be? On the opposite wall!

Hotels 108

Hotels Travel Customer Service Training Customer Focused 108

ShepHyken

FEBRUARY 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. 6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. Years ago it was just another phrase for customer service. ” Add Enchantment To Your Customers’ Experiences by Chip Bell.

Article 95

Article 2020 Customer Service Entertainment 95

ShepHyken

MARCH 5, 2019

Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins , and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence. What’s the best way to satisfy my customers?

Hotels 100

Hotels Culture Customer Focused Books 100

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.

Hotels 52

Hotels Customer Service Airlines Transportation 52

Steve DiGioia

NOVEMBER 5, 2015

She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening. Yet so many customer service managers and teams focus on checklists and procedures above listening and adapting to customers.

Customer Service 108

Customer Service Hotels Hospitality Workshop 108

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 126

Hotels Customer Service Training Information Customer Focused 126

ShepHyken

FEBRUARY 2, 2022

This was a great way to keep the valets busy during slower times and make them some extra money when the customers generously tipped them for an amazing experience. . Certain hotels used to offer a shoe-shine service while you were asleep. So, I started thinking about other ways I’ve seen this concept in practice. .

Hotels 131

Hotels Customer Service Training Touchpoint Customer Service 131

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Do they have hotel experience?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Article 85

Article Customer Service 2024 Airlines 85

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 106

Hotels Customer Service Training Customer Service Information 106

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

2021 78

2021 Article Customer Service Hospitality 78

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

JULY 4, 2016

Each week I read a number of customer service articles from various online resources. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are my top five picks from last week.

2016 81

2016 Article Customer Service Culture 81

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. Every employee – and that includes top executives – should experience what every customer experiences. Here are my top five picks from last week.

2017 84

2017 Article Customer Service Hospitality 84

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. My Comment: Want to deliver bad customer service? Want to deliver good customer service?

Article 86

Article 2018 Customer Service Poor Customer Service 86

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?

Article 71

Article 2022 Net Promoter Score Customer Service 71

ShepHyken

JULY 15, 2020

I was staying at a hotel that had an executive lounge. When I was leaving the hotel the next day, the front desk clerk said, “We have a package for you.” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That reminded me of something similar.

Hotels 158

Hotels Customer Service Training Definition Customers 158

ProProfs Chat

DECEMBER 22, 2019

But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . Increasing customer retention rates by 5% boost profits by 25% to 95%. Let’s start with clarity about the meaning of Proactive Customer Service. .

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

ShepHyken

JUNE 6, 2022

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

Article 71

Article 2022 Customer Service Loyalty Programs 71