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

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. He checked in late for a one-night stay.

Hotels 99

Hotels Workshop Customer Service Training Article 99

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

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 Customers Financial 171

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 158

Hotels Workshop Customer Service Training Books 158

ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I recently went to breakfast at a hotel. It’s not that they want to do it. They have no choice. . There was a line, yet there were a number of open tables. I asked the manager why we couldn’t be seated.

Poor Customer Service 155

Poor Customer Service Hotels Customer Service Training Customer Service 155

ShepHyken

MARCH 6, 2020

Everyone makes a difference: the sales force, the service technicians, the clerical staff, the PR department. They all work together toward the same goal, keeping the customers satisfied. If we give you good service, your group will bring back its business here and not to the competition.”. A second hotel example.

Customer Service 99

Customer Service Hotels Presentation Travel 99

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? by John Walls.

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

JANUARY 31, 2023

It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience.

Customer Service 148

Customer Service Hotels Customer Service Training Reference 148

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. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them. What the Crowne Plaza Lansing did was different. From your friends at the Crowne Plaza.

Customer Experience 4

Customer Experience Hotels Travel Customer Service Training 4

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 105

Hotels Events Fashion Customer Service Training 105

ShepHyken

JULY 10, 2019

Because the captain had forgotten to bring his immigration documentation and had to retrieve it from his hotel. My flight attendant told me that earlier in the week, the same flight had been delayed more than two hours. I joked with her and said, “I hope he hasn’t forgotten how to fly the plane!” Here’s an example that’s not so farfetched.

Hotels 131

Hotels Books Document Customer Service Training 131

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

JUNE 6, 2022

It is the client’s well-being that to a large extent determines the satisfaction with the stay at the hotel and the willingness to use its services once again. And it all starts with the first contact when the customer visits the website. While the ideas shared focus on hotels, don’t let that stop you from reading this.

Article 71

Article 2022 Customer Service Loyalty Programs 71

ShepHyken

NOVEMBER 17, 2017

Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

CSM Magazine

AUGUST 22, 2019

VP, Client Services, Boston Red Sox. Senior Director, Customer Care, Hilton. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. SVP, Digital Product, Messaging & Support, Citi. VP, Marketplace Operations, Nike.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ShepHyken

OCTOBER 16, 2019

I once received a survey before I even left the property of a hotel I was staying at. That is why it’s important that the survey is done the right way. Here are a few dos and don’ts to consider: Don’t send the survey too soon. Don’t wait too long to send the survey. I’ve received surveys two weeks after my experience with a company.

Hotels 106

Hotels Customer Service Training Feedback Article 106

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system.

Hotels 127

Hotels Customer Service Training Reference Retail 127

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. . I get a survey. You get the idea.

Rewards Programs 127

Rewards Programs Airlines Hotels Feedback 127

ShepHyken

MARCH 6, 2020

Everyone makes a difference: the sales force, the service technicians, the clerical staff, the PR department. They all work together toward the same goal, keeping the customers satisfied. If we give you good service, your group will bring back its business here and not to the competition.”. A second hotel example.

Customer Service 62

Customer Service Hotels Presentation Travel 62

ShepHyken

MAY 16, 2018

Or, does it measure up to the experience you would want your customers to have? Years ago I wrote about when the Ritz-Carlton took over a hotel that needed serious renovations. Is it a tiny, dirty, rundown part of the building? The first area they remodeled was the employee entrance.

Employee Experience 100

Employee Experience Hotels Culture Customer Service Training 100

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Article 14

Article 2022 Customer Service Rewards Programs 14

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

Kustomer

JUNE 1, 2023

This is all personal customer data that can be used to anticipate customer needs and provide proactive, tailored customer service. Create Your Personal Customer Service Strategy You have your data and you’re ready to use it; now it’s time to build your personal customer service strategy.

Customer Service 56

Customer Service Hotels Customer Service Strategies Social Media 56

ShepHyken

NOVEMBER 11, 2022

QR codes in hotel check-ins and rooms . 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.

Customer Service 66

Customer Service Hotels Social Media Hospitality 66

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? by John Walls.

Article 54

Article Net Promoter Score 2017 Customer Service 54

ShepHyken

JULY 9, 2018

The Accidental Customer Experience by Ian Golding. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube traveling at high speeds is the perfect environment for me to commit my thoughts into words.

Article 86

Article 2018 Customer Service Poor Customer Service 86

ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. LinkedIn) Hotel people like yourself are the reason why others can take their mind off troubles and get a comfortable night’s sleep (even though their house is under water or completely destroyed).

2017 84

2017 Article Customer Service Hospitality 84

Second to None

MARCH 30, 2018

When I arrived at my hotel room, I was speechless. In fact, 86 percent of business leaders say customer experience is foundational to their success. Here are three fundamental tools for building a superior customer-service strategy. I did so immediately. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

CX Journey

JANUARY 11, 2018

As you can see, having an omnichannel strategy has benefits for both consumers and businesses alike. Customers get better experiences, while businesses acquire and retain more customers. He did - and in 2009 Zingle was born as the first two-way, business-and-customer communication platform.

Omnichannel 58

Omnichannel Communication 2009 Social Media 58

ClientSuccess

NOVEMBER 14, 2019

As a premier and exclusive customer success conference, attendees can expect to learn more about CSM in an exceptional learning environment with like-minded individuals (and incredible evening activities like hiking and skiing). Customer SuccessCon. W Hotel, Seattle, WA. January 13, 2020.

2020 40

2020 Customer Success Hotels Events 40

ShepHyken

JANUARY 26, 2018

Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. Just two weeks ago I went to check in at a condo-hotel where a good friend of mine was lending me his unit.

Blog 83

Blog Leadership Consulting Exceptional Customer Service 83

ClientSuccess

NOVEMBER 14, 2019

As a premier and exclusive customer success conference, attendees can expect to learn more about CSM in an exceptional learning environment with like-minded individuals (and incredible evening activities like hiking and skiing). Customer SuccessCon. Hotel Shattuck Plaza Berkeley, CA. November 18, 2019.

2020 40

2020 Customer Success Hotels Events 40

ShepHyken

NOVEMBER 10, 2017

Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation. 3. Provides a seamless customer on-boarding experience. Promising travel search marketplace, ixigo, uses the power of live chat to solve traveler queries around the clock.

Customer Journey 74

Customer Journey Blog Fashion E Commerce 74

Comm100

NOVEMBER 8, 2017

But the hotel wasn’t content with offering her a link to a similar clock. This exclusive treatment, which probably didn’t cost the hotel much time or money, made a huge impact on Christina and inspired her to share her story online. Chapter 1: 9 Unmissable Reasons Why You Need to Care about Social Media Customer Service.

Social Media 65

Social Media Customer Service Marketing Hotels 65

Very Best Service

AUGUST 5, 2011

Why not send away your customer service team to one of the 5 star best hotel getaways so that they can celebrate their success in style, maybe with a bottle of Champagne? Customer service success only comes after a lot of innovation, passion and hard work.

Customer Service 40

Customer Service Hotels Customer Relationship Management Customer Service Strategies 40

Help Scout

AUGUST 11, 2021

Bill’s experience is unique, at least in the tech world, in that he started his career in luxury resorts and hotel management. Similar to Ritz-Carlton’s perspective on customer service, Bill Quiseng brings a hyper-defined focus to customer experience.

Blog 82

Blog White Paper Customer Service Webinar 82