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

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. Follow on Twitter: @Hyken.

2019 92

2019 Article Customer Service Guest Experience 92

InMoment XI

JULY 16, 2024

By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Overlooking it might spell your downfall.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Overlooking it might spell your downfall.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

AUGUST 1, 2024

It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. By analyzing customer sentiment, businesses can gain valuable insights into how their customers perceive their offerings and overall brand experience. Why is Customer Sentiment Important?

Measurement 195

Measurement Hotels Social Media Hospitality 195

InMoment XI

JUNE 5, 2024

Client Testimonials The use of InMoment AI will allow us to easily analyze feedback in all of its forms to receive more detailed and immediate insight from a wider variety of guest experiences.

2024 195

2024 Social Media Innovation Document 195

CSM Magazine

MARCH 19, 2025

Enhanced Customer Satisfaction and Retention By reducing response times and eliminating language barriers, businesses can build stronger relationships with their customers. AI-powered support ensures that customers receive help in their native language, increasing trust and brand loyalty.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

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

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. A hotel chain might discover through AI that guests frequently mention the need for better room cleanliness.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Interactions

JULY 24, 2019

We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. For more than a decade, we have been a market leader in building Conversational AI applications for enterprise customer care. The Guest Experience Platform (GXP).

Guest Experience 54

Guest Experience Interaction Social Media Omnichannel 54

CSM Magazine

MARCH 17, 2025

Reward Positive Customers: Build loyalty with fair-minded customers. A happy team is better equipped to deliver memorable guest experiences. Acknowledge positive behaviors to reinforce a strong sense of community and respect among diners. The Takeaway (excuse the pun!)

Hospitality 52

Hospitality Social Media Guest Experience Presentation 52

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

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Follow on Twitter: @Hyken.

Article 75

Article 2022 Customer Service B2C 75

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

ShepHyken

DECEMBER 4, 2023

It’s about going the extra mile, finding moments to surprise and delight your guests, and creating a lasting impression that sets your business apart. Consistency and predictability are crucial in delivering amazing customer service. Quotes: “Recognize that your guests don’t need you.

Hospitality 109

Hospitality Tourism Guest Experience Books 109

ShepHyken

OCTOBER 31, 2017

In this role, Josh has enabled numerous attractions to improve how they meet and exceed expectations, and then follow through by harnessing satisfaction and converting it to lifelong loyalty.

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

CSM Magazine

SEPTEMBER 13, 2024

Casinos are increasingly harnessing technology to elevate customer service, revolutionizing their interactions and support for patrons. By adopting advanced technologies, casinos strive to deliver a more personalized, efficient, and engaging experience.

Technology 52

Technology Customer Service Innovation Guest Experience 52

ENGAGE.cx

OCTOBER 14, 2015

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. But being big shouldn’t be a barrier to creating loyalty through customer service. Accomplishing this is a lot easier with a houseguest than at a multi-room hotel or resort.

Customer Engagement 65

Customer Engagement Engagement Guest Experience Hospitality 65

BirdEye

DECEMBER 27, 2024

Follow up meaningfully after private customer feedback before requesting public reviews. Design email sequences that prioritize guest satisfaction before mentioning reviews. 3 ways to build strong relationships with loyal customers First, successful restaurants leverage review insights to personalize guest experiences.

Multi-Channel 52

Multi-Channel Social Media Feedback Guest Experience 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. Revolutionary Thinking on Customer Loyalty. Outrageous!

Hotels 118

Hotels Guest Experience Hospitality Social Media 118

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their philosophy is not just lip service – it actually guides behavior.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

Magellan Solutions

JANUARY 19, 2024

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. It makes guests feel genuinely appreciated and looked after. Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

Opinionator

MARCH 10, 2021

Specifically critical when determining a customer’s needs and tastes, and if the business is delivering on them. It can also help improve the services and products and develop strategies for customer loyalty. Business owners use the data to improve the guest experience.

Feedback 87

Feedback Guest Experience Hospitality Customers 87

CSM Magazine

JANUARY 3, 2025

This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

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

Think Customers

MAY 14, 2015

Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. Last week, I stayed in two different hotels in the greater Atlanta area. One was a Ritz-Carlton, and the other a Marriott.* But it wasn't--at least not for me. 1to1Media.com/weblog.

Guest Experience 75

Guest Experience Hotels Blog Brands 75

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

Playvox

APRIL 14, 2022

Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant it is, excellent customer service is crucial to keeping it prosperous. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Omnichannel Events Webinar 78

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

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. So, the higher the score, the more engaged the customer.

Engagement 40

Engagement Guest Experience Hotels Hospitality 40

Happy or Not

APRIL 1, 2025

However, without a proper customer feedback strategy, companies risk missing out on valuable feedback that could help them refine their customer engagement techniques and improve customer loyalty strategies. Businesses that rely on delayed customer feedback analysis often miss opportunities to make impactful changes.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

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

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

SurveySparrow

JUNE 30, 2023

. #2 Consistency: Consistency is crucial in customer experience design. Customers expect seamless experiences across different channels and touchpoints. Maintaining a consistent brand voice fosters trust and loyalty. #3 Aims to create positive and memorable experiences that foster customer loyalty and advocacy.

Customer Experience Design 52

Customer Experience Design Customer Experience Net Promoter Score Touchpoint 52

SurveySparrow

OCTOBER 12, 2023

Respondents choose from a scale, offering nuanced insights into opinions or attitudes. “On a scale from 1 to 5, how satisfied are you with our customer service? (1 Customer satisfaction surveys in the hospitality industry evaluate room cleanliness, staff conduct, and the overall guest experience.

Feedback 52

Feedback Measurement Insights Presentation 52

CX University

JULY 31, 2024

Creating senior roles, such as Chief Customer Officer (CCO), is essential for ensuring that CX is present in key decision-making. The recent trend towards establishing roles like Manager/Director of CX, Loyalty Manager, and Insights Manager indicates a positive direction. Happy employees are a prerequisite for satisfied customers.

Chief Customer Officer 52

Chief Customer Officer Culture Retail Innovation 52