Shep Hyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Shep Hyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. I’ve always preached the hospitality mentality. 7 Ways Videos Improve Customer Experience by Andre Oentoro.

Customer Service 21

Customer Service Customer Retention Hospitality Hospitality 21

Myra Golden Media

DECEMBER 5, 2018

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere. This team is surprising and delighting me with one of the best customer experiences I’ve ever had. Here’s what they taught me.

Hospitality 83

Hospitality Hospitality Customer Relationship Customer Experience 83

Shep Hyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Here are 100 of the strangest things retailers have been asked by customers. Here are my top five picks from last week. by Bob Phibbs.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Beyond Philosophy

OCTOBER 25, 2019

I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. New York Times best-selling author and keynote speaker Joseph Michelli , Ph.D., Dr. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace.

Hospitality 104

Hospitality Hospitality Technology Technology 104

Steven Van Belleghem

MAY 4, 2020

But when the smart bits are given a ‘vessel’ that can interact with our physical environment, we will truly be moving into a whole new phase. Like New York-based Elemental Path’s Cognitoys, which are dinosaur-shaped toys that teach kids how to count, how to create stories together, remember colors and more.

Customer Experience 52

Customer Experience Hospitality Hospitality Healthcare 52

Shep Hyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. The Experience Maker), has written an excellent article about why a low NPS (Net Promoter Score) can be a good thing.

Net Promoter Score 61

Net Promoter Score Customer Service Hospitality Hospitality 61

Shep Hyken

DECEMBER 5, 2022

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

Customer Service 65

Customer Service Hospitality Hospitality Customer Experience 65

Shep Hyken

MAY 24, 2022

He talks about getting leaders to invest in customer service. Top Takeaways: Why don’t all companies deliver a great customer experience? The second reason is some leaders don’t treat employees the way they want their customers to be treated. Shep Hyken is a customer service and experience expert,?

Hospitality 65

Hospitality Hospitality Customer Service Customer Experience Management 65

Chip Bell

MAY 12, 2020

During World War II, 17 million new civilian jobs were created, industrial productivity increased by 96 percent, and corporate profits after taxes doubled. Lingerie factories began making camouflage netting; baby carriages were retrofitted into field hospital food carts. Much of the industrial world retooled to support the troops.

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

Beyond Philosophy

JULY 19, 2016

In a recent New York Times article , writer Frank Bruni laments the erosion of higher education as a result of the growing adoption of a consumer model positioning students as customers and colleges as mere providers of goods and services. Are you building your customer experience strategy around what you actually sell?

Education 68

Education Entertainment Hospitality Hospitality 68

Customer Bliss

MAY 23, 2017

Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. Lynn also oversees a lot in her role: marketing, event planning, social media, hospitality and group sales, owner relations, media relations, and more. Episode Overview. Under her leadership, they turned it into a three-day festival.

Sports 57

Sports Customer Experience Hospitality Hospitality 57

Shep Hyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A cause or social issue contributes to the customer experience, especially with Gen Z. We knew that!)

Customer Service 65

Customer Service Hospitality Hospitality Contact Center 65

Shep Hyken

AUGUST 31, 2022

So, why is this important to the world of customer service and customer experience? . I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. He said that he was working with a hospital that was building an addition. Pegasus is a mythical winged flying horse.

Hospitality 61

Hospitality Hospitality Customer Service Customer Experience 61

Shep Hyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Hospitality Net) Why do so many hotel loyalty programs fail? Follow on Twitter: @Hyken.

Customer Service 57

Customer Service Entertainment Hospitality Hospitality 57

Shep Hyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. (The This is one of the keys to their success.

Customer Service 61

Customer Service Customer Loyalty Hospitality Hospitality 61

The DiJulius Group

MAY 4, 2016

My medical care is excellent but the customer service stinks John Stossel wrote his most recent blog from New York-Presbyterian Hospital where he is being treated for lung cancer. Here […].

Hospitality 40

Hospitality Hospitality CX Customer Service 40

Shep Hyken

JANUARY 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss. Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 11

Customer Service Hospitality Hospitality Social Media 11

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Customer Experience 3.0: This book is a crash course for leaders looking to enhance their company’s overall customer experience.

Customer Service 89

Customer Service Customer Loyalty E-commerce Customer Satisfaction 89

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. During her presentation, she shared some fascinating statistics around organizations’ commitment to customer experience programs.

B2B 40

B2B Net Promoter Score VOC NPS 40

ClientSuccess

AUGUST 24, 2018

2) If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently , by Fred Lee. From : Vic Kasoff , Director of Customer Experience. From : Adam Kuznia , Chief Customer Officer. Location : New York City. From : Jesse Brightman , Head of Customer Success. Location : New York City.

Hospitality 40

Hospitality Hospitality Customer Relationship Management Innovation 40

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. During my book tour, I’ve chatted with numerous experts in the customer experience and service industry, including New York Times best-selling author and founder of the marketing strategy firm Convince & Convert , Jay Baer.

CXM 40

CXM CX Hospitality Hospitality 40

Customer Bliss

MAY 22, 2018

A unique customer experience is the outcome of a unique company. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner. News & World Report.

Hospitality 40

Hospitality Hospitality Start-ups AI 40

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. Multiple channels, one customer relationship.

Retail 34

Retail Touchpoint Hospitality Hospitality 34

Qualtrics

JUNE 30, 2020

In this series we'll discuss all things digital, digital marketing, digital analytics, digital strategy, and digital customer experience. But people still wanted that moment where they could like, you know, maybe it was their morning coffee, they wanted to sit down and experience something. Becca in New York, right?

Start-ups 26

Start-ups Innovation Government Technology 26

Shep Hyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it.

Customer Service 13

Customer Service Hospitality Hospitality CX 13

Shep Hyken

JUNE 28, 2022

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. He has a firmly entrenched background in high-end hospitality and entertainment. He shares how companies can utilize customer feedback to create a great experience. Shep Hyken is a customer service and experience expert,?

Social Media 57

Social Media Entertainment Sports Customer Feedback 57

Intercom

JANUARY 11, 2024

I’d been working in journalism and as a writer in Europe, and I came back to the US knowing that I probably couldn’t survive in New York City as a journalist. At a certain point, I was called on to assist customers, and I just started to like it. So, I had to make a career pivot.

Customer Service 86

Customer Service CX AI Start-ups 86

Qualtrics

AUGUST 24, 2020

We built a hospital out of the medical school,” says Adrienne. The hospital was looking into virtual visits, or telehealth , but had no formal structure in place. ”We One of the reasons that I love living in New York, that I choose to be a New Yorker is because when you walk out of your front door, the whole world is there,” says Rick.

Healthcare 26

Healthcare Hospitality Hospitality Innovation 26