Seven Ways to Show Your Employees Some Love on Valentine’s Day
Shep Hyken | February 9, 2023
By Shep Hyken If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new. However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. What appears to be a mass exodus of emplo...
Three Ways to Create an Employee Experience That Creates a Better Customer Experience
Shep Hyken | January 12, 2023
By Shep Hyken Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees...
CallTek Named to the Best Employers 2023 List by Philippine Daily Inquirer
CallTek | October 24, 2022
Irvine, CA (October 24) – CallTek, Inc., a white label technical service provider, today announced that it was named to the Best Employers 2023 list by the Philippine Daily Inquirer. This is the first year that the Irvine, CA-based company has been recognized for its exceptional workplace practices for their more than 6,000 employees around the globe. “I’m proud of the culture that CallTek has fostered over the past 18 years. We recognize our team members as our most valuable asset and have created an environment that enables each individual to grow both professionally and personally,” says Tony Espinoza, CEO of CallTek. “Its gra...
Want Your Employees to Voice Suggestions When Customers Treat Them Poorly? The Double-Edged Effects of Felt Trust
Linchi Kwok | August 26, 2021
By Linchi Kwok "The customer is not always right, but your job is never to show them how they're wrong. Your job is to be professional, courteous, accommodating … even (and especially) under stress." — Steve Dorfman, Driven to Excel When consumers know they are always right, they may breed a sense of superiority or entitlement, expecting the frontline employees to comply with any customer behaviors. A report shows that 98% of service employees had experienced unpleasant customer behaviors; over 50% of employees encountered rude customers at least once a week. In a more recent case, a female customer pulled out a gun an...
Tourism Tidbits: Dealing With Difficult Customers and Situations in a Post-Pandemic World
Dr. Peter E. Tarlow | September 2, 2020
By Dr. Peter Tarlow Traditionally in most of the northern hemisphere the month of September is called the "dog days" of summer. The name derives from the fact that it is often too hot for even a dog to want to wander along the streets. During previous years, September was a time when people returned from vacations, schools reopened, and business returned to a more normal routine. The summer’s end was also high tourist season in much of the world. The transition period between summer and autumn seemed to many to be a period of full airplanes and hotels and a period when travelers had frayed nerves. This description was the “then...
The Employee Experience Starts With the Hiring Process
Shep Hyken | March 12, 2020
By Shep Hyken Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another. I recently interviewed Teri Yanovitch for Amazing Business Radio, and she talked about her job at Disney World. She had just finished high school and remembered walking up to the “Casting Center,” where...
Employee and Talent Experience Measurement Latest CustomerCount® Application
CustomerCount® | September 5, 2019
INDIANAPOLIS, IN (September 5, 2019) –Mobius Vendor Partners, has launched yet another enhancement to its CustomerCount® enterprise customer feedback system. Already well-known and highly respected in several industries to survey, measure and report on customer experiences, facilitate onsite service requests and analyze Key Performance Indicators (KPI), CustomerCount has added a new area of focus. [caption id="attachment_202555" align="alignright" width="300"] Bob Kobek[/caption] “Many components of Employee Experience Measurement are already within CustomerCount’s capabilities. Our system is so flexible that very few adjustments...
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