customer experience
Elevating the Ordinary: How Pride Transforms Your Work
Shep Hyken | April 18, 2024
By Shep Hyken I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.” And with a big smile, she added, “It’s job security!” What a great attitude! Laura mentioned she had been working at the airport for seven years and was just a few years from retiring. She was friendly and funny, and her positive attitude abou...
This Customer Could Ruin Your Business
Shep Hyken | April 11, 2024
By Shep Hyken What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand. Then, I shared the findings from a study by Vanderbilt University professors Anthony J. Zohorik and Roland T. Rust. They found that up to 40% of satisfied customers don’t come back – even though they a...
“No” Is an Easy Answer
Shep Hyken | April 4, 2024
By Shep Hyken If a customer asks you to do something you haven’t done before, “No” is an easy answer. Why? Because… We don’t do that. We’ve never done that. We don’t carry that product. That’s not our policy. And more reasons – or excuses – like these. Recently, I was the keynote speaker at a conference, and the CEO, who spoke just before me, teed up my presentation perfectly when he talked about going the extra mile. His approach to this concept was realistic. He said, “No one will be able to go the extra mile every time.” He emphasized that unless the customer has some kind of emerg...
Customer Experience Management: Business vs. Customer Expectations
April 1, 2024
If you operate in the hotel or hospitality industry, you’ll know that the customer’s experience is EVERYTHING. From a customer’s first online search and the booking experience to every customer touchpoint and interaction during their time with you, it’s the customer experience management that drives repeat visits and those glowing online reviews. But it’s not just the hospitality industry where customer experience is king. These days, excellent customer experiences and a high quality of service are expected across all sectors. Businesses that fail to meet these expectations risk losing customers, damaging their reputations, and s...
We Work Hard to Make It Look Easy
Shep Hyken | March 28, 2024
By Shep Hyken My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of Famer without working day in and day out.” In entertainment, Ben Mitchell, a fictional character from t...
You Can’t Do What You’ve Always Done (Anymore)
Shep Hyken | March 21, 2024
By Shep Hyken Recently, I read a RetailWire article about Macy’s shutting down 150 of its 500 stores. For those in other parts of the world, Macy’s is a department store chain, and its stores often anchor large shopping malls. However, while that describes more than 25% of its stores, it represents less than 10% of sales. Some might say Macy’s is “trimming the fat” or “getting rid of the dogs.” From a financial perspective, that may be true. But it’s more than that. What they are doing is what any good business would do, and that’s changing to keep up with customers’ ever-changing habits and expectations. As Macy...
Six Ways to Create Your Brand’s Experience Personality
Shep Hyken | March 14, 2024
By Shep Hyken Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction? How to Create an Experience Personality I want to take it a step further this week. Last week’s content was meant to get you thinking. Now, I want you to take action on the content. So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: ...
How The Japanese Concept Of Omotenashi Can Elevate The U.S. Hotel Industry
Anna Marie Presutti | March 13, 2024
By Anna Marie Presutti, VP and GM of Hotel Nikko San Francisco In today's competitive landscape, hotels are constantly seeking innovative ways to distinguish themselves and enhance their guest experience. One approach that has gained traction in recent years is the adoption of Omotenashi, a Japanese concept of hospitality that emphasizes sincere and heartfelt service. At its core, Omotenashi is a philosophy deeply rooted in Japanese culture embodying warmth, sincerity, and an unwavering commitment to guest satisfaction. Unlike traditional Western notions of hospitality, which may focus primarily on meeting guests' needs efficiently, Omo...
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