customer engagement
‘It’s Out of My Control’ Is a Bad Excuse
Shep Hyken | July 13, 2023
By Shep Hyken Last month I was in Las Vegas for a major convention. 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. All night, there was jackhammering and bulldozing on the streets where the cars will be racing. Upon checkout, I was asked, “How was your stay?” I responded, “I love this hotel. It’s too bad about all that noise from the road construction.” The front desk employee pr...
Please Put Me Back On Hold!
Shep Hyken | June 1, 2023
By Shep Hyken “Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience. He found a major friction point for new patients trying to make appointments was the initial phone call, when they often experienced longer than usual hold times. Good news for Dr. Green! Not only was he correct in diagnosing the pro...
Out With the Old, In With the New
Neil Schubert | May 17, 2023
By Neil Schubert The way guests are choosing to communicate with hotels is changing, but the fundamental importance of one-to-one engagement remains the same Remember the days of NCR cash registers and metal keys with slots behind the desk? It still brings a smile to my face, just like an old episode of Gunsmoke. It was a time when communication with guests was face-to-face. Like many of my industry colleagues, it was the personal interactions with people while working at the front desk that got me hooked on the hotel business. In the good ‘ole days, people were generally friendly and excited about traveling. The was no pre-arriv...
HCN Solves Room Service Problem; Proves It in Thousands of Hotel Rooms
The Hotel Communication Network (HCN) | May 3, 2023
Innovative tablet-based DineIN program is a profitable way to outsource a hotel’s room service operation with guests ordering from local restaurants and vetted drivers safely delivering orders to guests; See DineIN at HITEC in Booth 1237 Ottawa, Ontario — May 3, 2023 — Hotel Communication Network (HCN) has developed a NEW program that is turning traditional room service operations from a loss leader to a profit center. Rather than placing more stress on limited staff or requiring guests to use a mobile app delivery service such as DoorDash or Uber Eats that requires them to meet drivers in the lobby, HCN has developed an alternative ...
CoMMingle360 Transforms Customer Engagement and Drives New Business for Hotels
Lodging Interactive | April 10, 2023
Lodging Interactive, an award-winning digital marketing, reputation management, and social media engagement agency exclusively serving the hospitality industry since 2001, announced the launch of CoMMingle360. CoMMingle360 is a fully managed omnichannel lead generation marketing service that leverages social media platforms, text messaging, email marketing, and instant content delivery resulting in new business opportunities for hotel sales teams. “The post-pandemic era has brought about significant changes in consumer behavior, especially when it comes to shopping for travel experiences and communicating with travel suppliers. Mobi...
Three Powerful Ideas From a Former Amazon Exec
Shep Hyken | November 10, 2022
By Shep Hyken Whenever there is a chance to learn from an iconic brand like Amazon, I jump at the chance. Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience. Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? Those are questions I asked Bill Price, Amazon’s first global vice president of customer service and the founder and president of Driva Solutions. I interviewed Price on Amazing Business Radio, where he shared some powerful insights and lessons from his...
Lodging Interactive Launches CoMMingle-PLUS Premium Customer Engagement Service
Lodging Interactive | January 3, 2022
Lodging Interactive, award-winning digital marketing, and social media engagement agency exclusively serving the hospitality industry, today announced the launch of its CoMMingle-PLUS customer engagement service for resorts and luxury hotels. CoMMingle-PLUS provides properties with the highest level of guest engagement services 7 days a week with social media marketing, direct social media messaging responses with property escalations, and customized guest review responses for all OTA sites and Google Business. “CoMMingle-PLUS is like having your own in-house social media marketing and guest review response departments with all the ...
How to Care More About the Customer Than the Sale
Shep Hyken | March 17, 2021
By Shep Hyken It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? But when they focus on the customer’s needs, the rest seems to fall into place. A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers. She emailed me a great story worth sharing. The short version is this: Dawn ordered a product from a vendor. Since she is working remotely, she gave her home address. The company recognized t...
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