ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week.

2016 125

2016 Article Airlines Customer Service 125

InMoment XI

OCTOBER 3, 2024

Guest Retention Strategies Guest retention is critical for businesses in the hospitality industry, such as hotels, restaurants, and entertainment venues. Working to improve the guest experience and encouraging them to return can lead to increased revenue, positive online reviews, and valuable word-of-mouth marketing.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

CSM Magazine

MARCH 17, 2025

The customer is always right. Its a phrase we’ve all heard, but in the hospitality world, sticking to this mantra is becoming increasingly challenging. Some challenging customer behaviors are making it clear that this principle isnt always fair, practical, or sustainable for restaurants in todays world.

Hospitality 52

Hospitality Social Media Guest Experience Presentation 52

InMoment XI

AUGUST 14, 2024

Finance AI can analyze customer feedback from banking apps, online banking services, and customer service interactions to identify common issues such as transaction errors or poor user experiences. For example, a hospital might use AI to detect recurring complaints about long waiting times or the quality of care.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

AUGUST 1, 2024

Create a Strategy to Fix Common Pain Points Now that you have identified your customers’ most common pain points, it’s time to develop a strategy to address these issues. The insights you gain can also inform future improvements in product or service quality.

Measurement 195

Measurement Hotels Social Media Hospitality 195

CSM Magazine

MARCH 19, 2025

This helps customer support teams make informed decisions and improve overall communication effectiveness. Case Studies: How AI Translation is Transforming Customer Support 1. E-Commerce: Scaling Global Customer Service A leading e-commerce retailer adopted AI translation to assist customers in over 20 languages.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective.

Hospitality 114

Hospitality Guest Experience Advertising Culture 114

CSM Magazine

JUNE 20, 2024

Sabre Hospitality, a division of global software and technology firm Sabre Corporation, is primed to unveil an AI powered ‘concierge’ at HITEC Charlotte in the USA. uses advanced Generative AI to help hotels provide exceptional customer service. solution to manage various customer connections. His prediction?

Hospitality 52

Hospitality Guest Experience Exceptional Customer Service Hotels 52

Eptica

JULY 15, 2020

it highlights that you need to understand customers personally to elevate the ir experience. So, would your mother be happy with the outcome – and would your customer service decision make her proud of you? In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?,

Customer Experience 119

Customer Experience Guest Experience Hotels Hospitality 119

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty.

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today.

Hospitality 52

Hospitality Hotels Customer Experience Guest Experience 52

ShepHyken

DECEMBER 17, 2019

The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world.

Hotels 103

Hotels Guest Experience Hospitality Consulting 103

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

ShepHyken

SEPTEMBER 4, 2023

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

Article 71

Article Customer Service Hotels Hospitality 71

CSM Magazine

FEBRUARY 19, 2025

Machine learning-powered systems can detect patterns in customer behavior and provide personalized recommendations. This is particularly evident in AI for enhancing restaurant customer service , where smart ordering solutions not only refine accuracy but also cater to individual guest preferences.

Customer Experience 52

Customer Experience Social Media Competitive Advantage Customer Satisfaction 52

ShepHyken

OCTOBER 31, 2017

With more than 12 years of experience in the Hospitality, Tourism, and Attractions Industry, Joshua specializes in guest experience training, feedback analysis, mystery shopping, and quality assurance consulting.

Tourism 112

Tourism Entertainment Guest Experience Hospitality 112

CSM Magazine

JUNE 13, 2024

As hospitality professionals, you’re likely aware that exceptional customer service is no longer just a nice-to-have—it’s a must. Let’s explore some of the latest trends shaping the way hotels enhance guest experiences. Personalized Experiences Guests today expect more than just a place to sleep.

Hotels 52

Hotels Customer Service Guest Experience Hospitality 52

InMoment XI

SEPTEMBER 25, 2024

For instance, product teams can extract data specific to their products, while service teams can focus on improving customer service. These AI bots can understand and answer customer questions. These tools can understand and answer customer questions quickly. Why is Natural Language Processing Important?

Insights 195

Insights Social Media Net Promoter Score Events 195

ENGAGE.cx

OCTOBER 14, 2015

It’s fair to say the hospitality industry aims to welcome guests to its properties the way a host welcomes visitors into his or her home. Greet the guest by name, make them feel like you’re glad they’re there, and try to accommodate their needs the best you can.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

CSM Magazine

APRIL 11, 2023

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. This means that providing an exceptional, above-and-beyond level of customer service in your hospitality business is more important than ever before. Tech can help.

Guest Experience 52

Guest Experience Hotels Hospitality Multi-Channel 52

CSM Magazine

AUGUST 22, 2023

In an age where digital convenience is no longer a luxury but a basic expectation, the hotel industry faces the challenge of constantly evolving to meet and exceed guests’ needs. One innovation leading this transformation is the rise of chatbots, designed not only to streamline processes but to enrich the overall guest experience.

Hotels 52

Hotels Hospitality Guest Experience Books 52

CSM Magazine

JANUARY 3, 2025

Travel and Hospitality In the travel and hospitality industry, AI tools facilitate seamless communication with international travelers. A major hotel chain utilized AI-powered chatbots to handle bookings and inquiries in multiple languages, resulting in higher booking rates and enhanced guest experiences.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. The front desk always prioritizes guest needs. It makes every moment memorable and elevates the customer experience.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Beyond Philosophy

MARCH 6, 2017

The problem is, your profit margin is now so low that it’s hard to find the money to improve other areas such as customer service. Research has consistently shown that price is only one factor that customers consider in determining value. The second problem with the price=value equation is that it’s simply not true.

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

ShepHyken

JANUARY 7, 2022

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. He shares the four reasons why businesses should not shy away from customer complaints. appeared first on Shep Hyken.

Guest Experience 88

Guest Experience Document Entertainment Hospitality 88

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is a data-driven guest experience and retention platform focused 100% on building operator-focused tools.

Technology 52

Technology Hotels Guest Experience Hospitality 52

Experience Investigators by 360Connext

JULY 16, 2019

Do you know if your customer experience strategy is discussed in meetings that don’t have “customer experience” in the title of the agenda? Does your product team, marketing team, customer service group or others know enough about the strategy to include key parts of it in their own work?

Customer Experience 110

Customer Experience 2019 Guest Experience Hospitality 110

BirdEye

DECEMBER 27, 2024

3 ways to build strong relationships with loyal customers First, successful restaurants leverage review insights to personalize guest experiences. By analyzing patterns in positive reviews, establishments identify what resonates most with their most loyal customers and amplify these elements across all locations.

Multi-Channel 52

Multi-Channel Social Media Feedback Guest Experience 52

Kustomer

JUNE 9, 2021

Not only is it critical for businesses to solve a customer complaint the first time, it can truly sway a customer’s lifelong experience with that brand. consumers were willing to spend more when companies provided exceptional customer service. According to an American Express survey , U.S.

Tourism 76

Tourism Guest Experience Exceptional Customer Service Hospitality 76

Opinionator

MARCH 10, 2021

A customer comment card is a way to gather customer feedback for a business in the form of a review, comment or suggestion from the customer base. These comment cards are most often found in retail stores, but are also used in other industries, such as banks, restaurants and hospitals.

Feedback 87

Feedback Guest Experience Hospitality Customers 87

Michel Falcon Experience

NOVEMBER 20, 2019

We want all our team members to take ownership of the guest experience and their professional development. Below is an image of our entire process that has helped us experience an employee retention rate 2.5x higher than the hospitality industry average. These same professionals apply and teach themselves to get better.

Engagement 89

Engagement Culture Guest Experience Hospitality 89

Magellan Solutions

JUNE 10, 2021

Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. These are especially the people behind the successful hospitality businesses. Excellent customer service means never allowing the concierge desk to sit empty. We work with you to create the ultimate guest experiences.

Hotels 52

Hotels Entertainment Hospitality Call Center 52

ENGAGE.cx

OCTOBER 13, 2016

While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. A Connected Customer Engagement solution like ENGAGE.cx To see how ENGAGE.cx

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Experience Investigators by 360Connext

SEPTEMBER 1, 2015

My husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across the city. We were seriously beat, and looking for something much more low-key than our usual trip to a theme park. We just wanted […].

Consulting 226

Consulting Customer Experience Travel Guest Experience 226

Magellan Solutions

DECEMBER 4, 2023

It harmonizes a symphony of impeccable guest arrivals and content patrons. It guarantees that your hotel thrives by providing top-notch hospitality services. Our goal is to provide exceptional service that sets a new standard for hospitality. We are your partner in providing exceptional hospitality.

Hotels 52

Hotels Management Hospitality Guest Experience 52

Happy or Not

APRIL 1, 2025

Unlike traditional customer feedback systems, which rely on delayed responses, a real-time customer feedback solution allows companies to analyze customer feedback instantly and take immediate action. A shopper in a retail store has different priorities than a traveler at an airport or a patient at a hospital.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

Customer Enthusiast

AUGUST 2, 2017

The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel. 82% of guests question the value for price paid , thinking they overpaid for their stay at least sometimes. Unfriendly employees. Lacking effort.

Hotels 40

Hotels Guest Experience Exceptional Customer Service Hospitality 40