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. Follow on Twitter: @Hyken.

2021 145

2021 Article Customer Service Airlines 145

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 168

Hospitality Hotels Customer Experience Feedback 168

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.

2016 125

2016 Article Customer Service Hotels 125

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 105

Article 2019 Customer Service Hotels 105

ShepHyken

FEBRUARY 13, 2024

And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. The answer is simple.

Customer Experience 144

Customer Experience Transportation Hotels Airlines 144

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. Don’t be ordinary.

Hotels 155

Hotels Workshop Customer Service Training Books 155

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

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.

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Customer Service Hotels Customer Service Training Definition 133

Bill Quiseng

FEBRUARY 15, 2016

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. Here are three low cost ways that have worked for me in improving customer service.

Customer Service 92

Customer Service Customer Service Training Customer Satisfaction Hotels 92

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

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 158

Culture Hotels Customer Service Training Definition 158

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 112

Article 2020 Customer Service Loyalty Programs 112

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 170

Hotels Customer Service Training Customers Financial 170

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 153

Hotels Customer Service Training Presentation Information 153

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

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 118

Article 2019 Customer Service Poor Customer Service 118

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.

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Poor Customer Service Hotels Customer Service Training Customer Service 152

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. It’s not robotic, it’s not scripted.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. It’s usually a box of chocolates, a bottle of wine or something the hotel can provide.

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Hotels Travel Workshop Reference 117

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.

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Reference Hotels Customer Service Training Connections 160

ShepHyken

MAY 28, 2024

What inspired me to do so was an article by Chip Bell, my friend and fellow customer service expert, who recently wrote a Forbes article titled The Magic of Serving with Radical Generosity. His main example of this happened at the Marriott Long Wharf Hotel in Boston. He checked in late for a one-night stay.

Hotels 96

Hotels Workshop Customer Service Training Article 96

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making.

Article 82

Article 2024 Hotels Customer Service 82

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 157

Hotels Customer Service Training Definition Customers 157

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. .

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Hotels Customer Service Training Touchpoint Customer Service 129

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 124

Hotels Customer Service Training Information Customer Focused 124

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 91

Article 2018 Customer Service Customer Centricity 91

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

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 93

Article 2020 Customer Service Entertainment 93

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

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 106

Hotels Travel Customer Service Training Customer Focused 106

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 104

Hotels Customer Service Training Customer Service Information 104

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 101

Hotels Customer Focused Customer Service Training Customers 101

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

OCTOBER 5, 2016

Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. WOW levels of customer service and experience are opportunities that typically fall in our lap in the form of complaints or problems we can resolve – or isolated opportunities to just do something special.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

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 50

Hotels Leadership Banking Customer Service Training 50

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 85

Article 2018 Customer Service Poor Customer Service 85

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