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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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Sports Hospitality Workshop Reference 135

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service in other cultures.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service in other cultures.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ShepHyken

JULY 29, 2020

By the way, it can be any type of company from any industry—from retail to hospitality to manufacturing and beyond. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Some might call that boring, but we all know it’s not. Follow on Twitter: @Hyken.

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Customer Service Hospitality Customer Service Training Customers 264

Bill Quiseng

OCTOBER 26, 2020

Hearing about hospitalizations, the struggling economy, and massive layoffs every day, your associates are still anxious and concerned about their jobs. With these safeguards, you have simply changed a negative experience to one that is neutral. But what are you doing to move the experience from neutral to memorably positive?

Exceptional Customer Service 183

Exceptional Customer Service Hospitality Leadership Customers 183

ShepHyken

AUGUST 2, 2021

The author shares their favorite measurement tools and why they may help you measure more than just customer satisfaction. Why Messaging is the Gateway to Great Customer Experiences by Tristan Gadsby. While this article focuses on messaging in the hospitality industry, there are ideas that can cross into almost every industry.

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Article 2021 Customer Service Hospitality 98

Michel Falcon Experience

JANUARY 16, 2020

If not, he’s one of the most recognizable hospitality entrepreneurs, owns Shake Shack, bestselling author and more! Above: Danny Meyers, the Chief Executive Officer of the Union Square Hospitality Group. Do you have plans to host a customer journey mapping workshop this year? Customer Journey Mapping. 2020 and Beyond.

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2020 Customer Journey Mapping Customer Experience Hospitality 88

Happy or Not

NOVEMBER 13, 2024

The company’s commitment to improving customer experience through actionable feedback shows how prioritizing customer service can impact brand loyalty and customer satisfaction. Paying attention to patient responses improves the hospital’s recognition and strengthens its pledge to excellent care.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

ShepHyken

SEPTEMBER 6, 2021

When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. Go to The Customer Focus to learn more about our customer service training programs.

2021 27

2021 Article Customer Service Net Promoter Score 27

ShepHyken

APRIL 8, 2019

A good service opportunity went bad. Steve’s background is in the hospitality business, and so much of what he shares in this article can apply to any business. The hospitality mentality applies to all. Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. but it’s worth it.

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Article 2019 Customer Service Hotels 105

ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. 5 Hospitality Phrases Guests Remember Most by Rupesh Patel. He lives and breathes hospitality and knows his “stuff.”.

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Article 2018 Customer Service Hospitality 79

ShepHyken

OCTOBER 3, 2016

But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. Now he’s bringing the Apple Watch into his rebooted Union Square Cafe in Manhattan to level up on customer service in some unexpected ways. Follow on Twitter: @Hyken.

2016 124

2016 Article Airlines Customer Service 124

Micah Solomon

OCTOBER 18, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition? email, chat, web).

Customer Service Training 40

Customer Service Training Customer Service Hospitality Consulting 40

Customer Bliss

MARCH 28, 2017

Customer Service Training Program. She began one in Atlanta that trained 11,000 employees in two years. The focus was on consistent messaging across all customer touchpoints. Airports are an unique hospitality ecosystem and people can’t really function in silos. Talk about volume.

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Customer Experience Travel Touchpoint Hospitality 183

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.” Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Hospitality 83

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. 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.

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Hospitality Customer Service Training Customers Customer Service 130

Service Untitled

MARCH 28, 2012

In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. Here is just a sampling of what patients are asked: Did the nurses and doctors communicate well during your hospital stay?

Hospitality 49

Hospitality Customer Service Seminar Customer Service Representative 49

ShepHyken

JULY 8, 2019

If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event. 100 Of The Most Customer-Centric Companies by Blake Morgan. My Comment: It’s one thing to list 100 companies as examples of good customer experience. Follow on Twitter: @Hyken.

2019 120

2019 Article Customer Service Social Media 120

Bill Quiseng

APRIL 18, 2021

Or be sure to read “ Delivering Effective Social Customer Service ” by Carolyn Blunt and Martin Hill-Wilson. As the general manager, I scheduled myself for every orientation to explain that with every single customer interaction, we were expecting them to commit to “Be the Company”. Soft skills reinforcement must be continuous.

Social Media 167

Social Media Customer Service 2025 Customers 167

ShepHyken

MARCH 2, 2020

PhocusWire) Consumer devotion has become the holy grail of the hospitality industry, and the battle for it is more intense than ever. My Comment: Just because this article focuses on loyalty in the hospitality (hotel) industry, doesn’t mean you shouldn’t read it. The new guest-centric look of loyalty for hotels by Mitra Sorrells.

2020 82

2020 Article Customer Service Hospitality 82

ShepHyken

AUGUST 8, 2022

Customer retention statistics show that 65% of a company’s business comes from its existing customer base. I’ve always preached the hospitality mentality. So take a few lessons from the restaurant industry and create a better customer experience. Here are seven ways to use video to improve your customer experience.

Article 24

Article 2022 Customer Service Culture 24

ShepHyken

DECEMBER 28, 2020

(Hotel Executive) This article will address what great customer service is from the guest perspective and the value of general managers setting the standards. My Comment: Let’s take a lesson from the hospitality industry. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

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Article 2020 Customer Service Loyalty Programs 112

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Welcome to CX 101.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

ShepHyken

SEPTEMBER 5, 2016

5 Hospitality Customer Service Habits – Warm & Welcoming by Rupesh Patel. LinkedIn) In this article, I share five ways you and your hospitality team can offer more memorable welcomes, that your guests will love (and what to avoid saying). Ease of doing business is a competitive advantage.

2016 0

2016 Article Customer Service Hospitality 0

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

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. Connect with Shep on LinkedIn.

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Definition Hospitality Workshop Customer Service Training 85

ShepHyken

APRIL 3, 2017

One of the most powerful ways to think of customer service is with a “hospitality mentality.” There is a lot that any company in any industry can learn from the hotel and hospitality industry. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. by AJ Agrawal .

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

OCTOBER 11, 2021

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. My Comment: If you’ve been following me, you know I’m a big fan of all companies having a hospitality mentality.

2021 76

2021 Article Customer Service Hospitality 76

ShepHyken

SEPTEMBER 5, 2022

The Remarkable Customer Experience Recovery System and Digital Transformation by Are Morch. Hospitality Net) In the hotel industry, we have traditionally emphasized customer service and customer service recovery. My Comment: I always enjoy learning from the hospitality industry.

Article 69

Article 2022 Net Promoter Score Customer Service 69

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. This short article shares several great ideas to simplify the process.

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Article 2018 Customer Service Customer Centricity 91

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. I have added my comment about each article and would like to hear what you think too.

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Article Customer Service Hospitality Hotels 69

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. How do you collect this data? .

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

DECEMBER 5, 2022

Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

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2022 Article Customer Service Hospitality 73

ShepHyken

MARCH 25, 2024

How the World’s Best Hotels Deliver Exceptional Customer Experience by Ryan Mann, Ellen Scully, Matthew Straus, and Jillian Tellez Holub (McKinsey & Company) Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Connect with Shep on LinkedIn.

Article 82

Article 2024 Hotels Customer Service 82

ShepHyken

AUGUST 21, 2023

Our customer experience research finds this has become more important than ever, especially with younger customers (GenZ and Millennials). The Need for Greater Patient Loyalty: a Lesson From the Hospitality Industry by Peter C. And like any business, there is a lot to be learned by studying the hospitality industry.

Article 12

Article Hospitality Customer Service 2023 12

ShepHyken

NOVEMBER 26, 2018

Here are a few ideas on how to retain those happy customers. Customer Experience by Tom Fishburne. Marketoonist) Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general. There a lesson or two you’ll get from them as well.

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Article 2018 Customer Service Airlines 86

ShepHyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

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Article 2021 Customer Service Retail 96