ShepHyken

MAY 24, 2023

A hospital may be known for its compassionate treatment and commitment to taking care of its patients, but if patients are in great pain, they may not be able to “enjoy” the experience you provide.

Sports 138

Sports Hospitality Workshop Reference 138

ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. 25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. My Comment: I have always believed that the best customer service people have a “hospitality mentality.”

2017 84

2017 Article Customer Service Hospitality 84

ShepHyken

SEPTEMBER 29, 2020

About: Claire Boscq-Scott is keynote speaker, consultant and trainer specializing in retail and hospitality with over three decades of mystery shopping and customer service experience. Celebrate what they’re doing right, give them the tools to do their job, and really show that you care.”.

B2C 127

B2C Hospitality Measurement Books 127

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He is a leading contributor to Tourism, Hospitality and Service Industries alike. John is consistently helping his clients create a magical customer experience like Disney. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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.

2020 69

2020 Article Customer Service Government 69

ShepHyken

AUGUST 6, 2024

The second definition sounds like common practice for most businesses, not just hospital emergency rooms. They prioritize projects – in this case, customer service issues – and focus on what will provide the best return. The first definition confirmed that the CEO’s comment was accurate.

Definition 88

Definition Hospitality Workshop Customer Service Training 88

ShepHyken

JULY 31, 2017

Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level. Here are a number of examples of how the hotel industry can deliver better service and a customer experience. My Comment: This has been out there a while, but I discovered it just a few days ago.

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

APRIL 12, 2019

For example, Macy’s hired 1,500 employees at customer service call centers and countless more for sales floors across the country, while Target doubled its team dedicated to in-store pickups and curbside services. However, these employees also present unique challenges to delivering exceptional customer experiences.

Blog 114

Blog Customer Service Tourism Retail 114

ShepHyken

NOVEMBER 19, 2018

This short article shares five ways to use video to enhance the customer experience, including how-to videos, clients sharing how they best use the company’s products and more. How Human-Centric Design Thinking Can Improve the Customer Experience by Kindra Cooper.

Article 92

Article 2018 Customer Service Customer Centricity 92

Michel Falcon Experience

OCTOBER 21, 2019

In short, it’s when your team comes together to identify each interaction your customer experiences when doing business with you from beginning to end. Take my industry, hospitality, as an example. A fresh perspective can be very valuable to create great customer service strategies.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

JUNE 6, 2022

And it all starts with the first contact when the customer visits the website. My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” That’s why this article in Travelers Today caught my eye.

Article 71

Article 2022 Customer Service Loyalty Programs 71

ShepHyken

JULY 8, 2022

Of course, many companies use bots to automate customer support. . Smart IVR allows you to serve customers directly without going through an agent for support calls. For example, a hospital could use an IVR to allow clients to change appointments over the phone. Hospitals can integrate CRM to monitor patients and appointments.

2022 71

2022 Customer Service Banking Hospitality 71

ShepHyken

AUGUST 31, 2022

I asked everyone to write down an example of when they created a positive experience – in other words, a Moment of Magic – for either a customer or colleague. . He said that he was working with a hospital that was building an addition. He said, “If this deal closes, pigs will fly.”?

Hospitality 71

Hospitality Books Presentation Customer Service Training 71

ShepHyken

NOVEMBER 11, 2022

QR codes are used in the hospitality industry, especially by hotel chains, to interact with customers. Customers can find out about places to visit in the city, the in-room dining menu, and other important information needed by scanning the QR code. QR codes in hotel check-ins and rooms .

Customer Service 66

Customer Service Hotels Social Media Hospitality 66

CSM Magazine

FEBRUARY 9, 2023

Eventually, this can lead to increased customer satisfaction and potentially higher ratings or recommendations that can help improve visibility and boost bookings. Marketing Strategy An effective marketing strategy is critical for success in the hospitality industry, especially with Airbnbs, where there is a significant amount of competition.

Customer Focused 52

Customer Focused Tourism Travel Hospitality 52

ShepHyken

OCTOBER 6, 2017

“Madman…” But what if that guy was speeding to the hospital, with his highly pregnant girlfriend in the back seat? Imagine you’re driving on the highway and a black SUV speeds past you far above the speed limit. A hot wave of anger rushes through your body. Would that thought cool you down? It probably would.

Blog 127

Blog Hospitality Presentation Article 127

ShepHyken

JULY 31, 2017

Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level. Here are a number of examples of how the hotel industry can deliver better service and a customer experience. My Comment: This has been out there a while, but I discovered it just a few days ago.

Article 54

Article Net Promoter Score 2017 Customer Service 54

ProProfs Chat

JANUARY 30, 2020

If you successfully engage your customers, benefits such as better profits, increased revenue, and improved customer relationship growth are bound to reach your business. Fully engaged customers belonging to the consumer electronics bring in 44% more revenue, and in the hospitality industry, it’s 46% more. In 2018, 46.5

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Comm100

SEPTEMBER 22, 2016

With all of the technological developments in recent years, it’s important to be able to leverage them in order to stay current with your customer service operations. Goodman shows you how to develop and implement a good customer service strategy with the cutting-edge tools at your disposal.

Books 89

Books Customer Service Culture E-support 89

Think Customers

JUNE 1, 2021

Streamlining employees’ processes makes them more productive and, in the end, leads to better customer experiences. Industries that can particularly benefit from automation run the gamut: retail, healthcare, automotive, government, communications, travel and hospitality, financial services, and insurance.

Contact Center 52

Contact Center Automotive Hospitality Insurance 52

Storyminers

JULY 6, 2020

Kate was named to Huffington Posts’ Top 100 Customer Service Pros, to Simplr’s list of top customer experience superstars in 2018, and to ICMI’s Top 50 Customer Experience Thought Leaders of 2017. His latest book is The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. Kate Leggett.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Magellan Solutions

SEPTEMBER 10, 2021

Increased customer loyalty makes it more likely for those customers to purchase from your business again. Make sure you’re implementing customer service strategies that can translate into recurring revenue or upsells. This would then increase your recurring revenue as well. Builds brand value.

Poor Customer Service 52

Poor Customer Service Brand Values Loyalty Customers 52

Storyminers

JULY 6, 2020

Kate was named to Huffington Posts’ Top 100 Customer Service Pros, to Simplr’s list of top customer experience superstars in 2018, and to ICMI’s Top 50 Customer Experience Thought Leaders of 2017. His latest book is The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. Kate Leggett.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Think Customers

MARCH 22, 2021

Those could be pharmacies, local health communities, or hospital systems, but those points of distribution were responsible then to communicate with their respective constituents on how, when, what’s the availability, et cetera.

Hospitality 52

Hospitality Healthcare Government Communication 52

Service Untitled

NOVEMBER 28, 2012

The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. This means seeking out the customers unanticipated and unvoiced needs. Have a written service strategy.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

Oracle

FEBRUARY 21, 2020

Oracle Digital Customer Service Overview and Roadmap. Join this session for an overview of Oracle’s digital customer service strategy and roadmap. See the latest innovations in digital customer service and get a view into the upcoming investments.

2020 62

2020 Customer Service Roadmap Hospitality 62

ShepHyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. Managing the reception and registration process in a hospital is tricky. He was in excruciating pain.

Hospitality 90

Hospitality Customer Service Training Customer Service Information 90

ShepHyken

OCTOBER 12, 2018

At the hospital, it can mean sheer mystery and the angst of why it takes so long to get back that test result. Time has always had many meanings in our lives. At Disney World it means wait, a fast pass, and when to gather on the curb for a good seat to see the Mickey Mouse parade.

Blog 100

Blog Banking Books Hospitality 100