Shep Hyken | July 8, 2019
By Shep Hyken Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company. More often than not, the customer may not even know they have a problem. As an example, when does a typical customer find out their cable TV is out? Usually when they turn the TV on. Then there’s frustration and even anger. Typically, the customer will pick up the phone to report the problem and hope the customer service agent can help them...
Shep Hyken | July 2, 2019
By Shep Hyken In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more. But there’s one mode of communication and customer support that hasn’t been talked about much. My prediction is that it will not only become popular, bu...
Resort Fee Litigation Advisory Group: Attorney General for DC Sues Marriott International Over Hotel “Resort Fees”
From Green Screens to The Cloud: Maestro PMS’ Continued Commitment to Innovation Powers Success for Independents for More Than 40 Years
Hospitality Social Media Marketing News
Global Hospitality CEO Survey: What Trends Are Shaping the Hospitality and Leisure Industry?
As the first news aggregate for the hotel industry, Hotel-Online is the industry’s must-read daily news source for everything hotel curated for busy professionals. Sign up today for industry news delivered to your inbox.