CommBox

AUGUST 16, 2021

Customer Communication in the hospitality and travel industry is rapidly changing due to industry events. The hospitality and travel industry took one of its biggest hits in 2020. The hospitality and travel industry continues to struggle as the pandemic still significantly affects worldwide travel. According to the U.S.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Many of them have never stayed at a hotel recognized for its exceptional service.

Hospitality 149

Hospitality Hospitality Retail Engineering 149

C3Centricity

JULY 31, 2016

This hospitality outlet certainly has a lot to learn about customer centricity! I therefore, thought I’d share our experiences as they are useful lessons for anyone who wants to be more customer centric. Whether you are in hospitality or not, putting the customer first makes good business sense.

Hospitality 48

Hospitality Hospitality Sales Customer Service 48

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 190

Technology Technology Hospitality Hospitality 190

Inside Customer Service

JULY 11, 2024

Case Study: Waterton Waterton is a real estate investment and management company that focuses on multifamily and hospitality properties. It’s a combination of the words "residential" and "hospitality." The Service Culture Handbook A step-by-step guide to getting your employees obsessed with customer service.

CX 150

CX Invoicing Real Estate Finance 150

SurveySensum

SEPTEMBER 25, 2024

Did you know that in 2024, 88% of customers think customer service is more important than ever? US companies lose an astounding $75 billion annually due to poor customer service. It’s not a small figure, and it paints a picture of just how much customer service is valued regarding business outcomes.

Customer Service 52

Customer Service Hospitality Hospitality NPS 52

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Education Retail 167

Inside Customer Service

AUGUST 8, 2024

They're members of a high-performing customer service team. The HELP steps of service are the foundation. Introducing the HELP service steps The HELP framework consists of four fundamental service steps. You can use these steps in virtually any customer service interaction. Offer a warm greeting.

Hospitality 188

Hospitality Hospitality Social Media Contact Center 188

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 165

Healthcare Pharmaceutical Hospitality Hospitality 165

Fonolo

SEPTEMBER 25, 2018

As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. A company’s CS standards can set them apart if they always aim to go above and beyond for customers. And: The more unique, the better.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

Futurelab

JUNE 14, 2024

I did not expect a Michelin-level customer service. Restaurant service is a common topic for horror stories both on the customer and server side, while good experiences are often overlooked and taken for granted. For the evening, we all went to a nice restaurant nearby the conference venue.

Hospitality 157

Hospitality Hospitality AI CX 157

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 113

Technology Technology Hospitality Hospitality 113

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. Fred Reggie) Take a look at your business and ask yourself, “Does our business serve our customers or does it serve us?

Net Promoter Score 61

Net Promoter Score Customer Service Hospitality Hospitality 61

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. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

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

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

CommBox

DECEMBER 6, 2023

In such an ever-evolving landscape of customer service, businesses and customer support services are continuously exploring innovative solutions to increase efficiency and streamline operations. Live chatbots stand out for their ability to address customer queries and provide instant support in real-time.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

Zendesk

MARCH 17, 2021

Everyone knows customer service is important. Because we are all customers. And customer service is everywhere. Some customer experiences are obvious. Or these days it could even be a conversation with an AI-powered chatbot about a ride you took on an app-based car service. But that’s a lot.

Customer Service 98

Customer Service Hospitality Hospitality AI 98

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Expand the Horizon of Helping People.

Hospitality 57

Hospitality Hospitality Healthcare CX 57

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Fonolo

MARCH 19, 2019

Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. The Benefits of Improved Customer Service.

Technology 106

Technology Technology Customer Service Social Media 106

CSAT.AI

AUGUST 17, 2022

According to Microsoft’s 2018 Global Customer Service Report 90% of respondents believe brands should give them the opportunity to provide feedback, but over 75% said that brands only give them a chance to do so half the time or less. Parsing past data enables these tools to even predict future customer action and sentiment.

Customer Service 105

Customer Service Sentiment Analysis Gaming Hospitality 105

Inside Customer Service

MAY 20, 2021

A medical device manufacturer needed to get a specific item to a hospital for a patient having surgery the next day. The normal ordering procedure wouldn’t get the device to the hospital in time, so a customer service rep decided to improvise. There are a few cases when the normal procedure doesn’t apply. Email Address.

Customer Experience 190

Customer Experience Hospitality Hospitality Manufacturing 190

Shep Hyken

NOVEMBER 3, 2021

While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions.

Hospitality 141

Hospitality Hospitality Customer Experience Customer Service 141

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! Luckily my mobile was by my bed so I called the emergency services who immediately sent an ambulance. But think again.

Healthcare 81

Healthcare Customer Service Hospitality Hospitality 81

Bill Quiseng

MAY 2, 2021

While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys. Here are three steps you can take to move from reactive to proactive customer service.

Customer Service 136

Customer Service Social Media Education Customer Survey 136

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 119

Customer Service Contact Center Engineering Hospitality 119

Fonolo

APRIL 19, 2018

So to the customer service folks who are ready to take more away from TV and movies then simply an entertainment fix – this one is for you. Below I’ve illustrated seven lessons about customer service we can all learn from TV shows, movies, and even cartoons! . The Wrong Customer Service Response.

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

Shep Hyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. 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

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. customer experience, I had the pleasure of interviewing A.J. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Hospitality Hospitality Contact Center 65

C3Centricity

OCTOBER 1, 2024

After the holiday season, I found myself grappling with severe lower back pain, which escalated into a medical ordeal that spanned hospital stays, emergency surgeries, and a lengthy recovery. Recently, I had an eye-opening experience that reinforced this lesson in a way I hadn’t anticipated.

Hospitality 62

Hospitality Hospitality Customer Experience Healthcare 62

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world. What is Customer Experience?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

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 Jon Picoult.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Fonolo

DECEMBER 4, 2019

Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. Everyone has been in a restaurant or service establishment where a crying baby or toddler has had a meltdown.

Customer Service 84

Customer Service Social Media Hospitality Hospitality 84

Shep Hyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 61

Customer Service Customer Loyalty Hospitality Hospitality 61

Intercom

JUNE 15, 2023

We don’t usually consider healthcare providers as being in the customer service business – they’re providing medical treatment, after all, not answering questions about a software subscription or helping to sort out a banking query. Today’s guest, Jennifer FitzPatrick , calls for reimagining customer service in healthcare.

Healthcare 52

Healthcare Education Customer Service Hospitality 52