CUSTOMER SERVICE & CX
079 | Taking Your Customer Service Experience to the Next Level with Shep Hyken
CUSTOMER SERVICE & CX
Shep is a customer service expert, a keynote speaker and New York Times bestselling business author. He is the founder and Chief Amazement Officer at Shepard Presentations, where he helps companies build loyal relationships with their customers and employees. His clients range from companies with fewer than fifty employees to corporate giants, such as AT&T, American Express, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more.
In This Episode, We Talk About
- Companies that ask their customers to repeat themselves for no apparent reason, and why sometimes asking them to repeat themselves can be a good thing.
- How technology is impacting customer service, both positively and negatively.
- Enhancing your customer service experience using self service.
- Internal customers – employees – and how the best companies treat their employees the way the want their customers treated.
- The biggest cause of poor customer service, and what you can do about it.
- His latest book, Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet.
Resources & Links
- shep@hyken.com
- www.hyken.com
- www.TheCustomerFocus.com
- Google+
- YouTube
- Phone: (314) 692-2200
200 South Hanley Rd.
Suite 509
St. Louis, MO 63105
CUSTOMER SERVICE & CX
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302 | Value Judgment: Hotel asset pricing in COVID-19 age is different from previous recessions
Hotel appraisers and brokers expect distressed assets to come to market as the pandemic recession continues into 2021. Analysts say billions of dollars in private equity are waiting in the wings to acquire hotels underperforming as a result of the coronavirus crisis. But pricing will be different than in previous economic downturns. While a transaction may be distressed, it will not necessarily reflect distress pricing,” said Daniel Lesser of LW Hospitality Advisors. Long Live Lodging explores the state of hotel values as well as what may lie ahead with regard to transactions in 2021 as the spread of COVID-19 continues to stifle lodging performance. This report is part of our ongoing coverage of the coronavirus crisis and its impact on the hospitality industry.
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301 | The Road Warrior Ahead: Business travel will come back ‘with a vengeance,’ say experts
Global business travel is a $1.4 trillion industry. The Global Business Travel Association calculates the coronavirus pandemic in 2020 resulted in a loss of $113 billion in business travel spend in hotels, airlines and other sectors of the travel industry. But all is not lost. GBTA, industry analysts and travel management companies see some green shoots of hope for 2021 as the COVID-19 vaccine rolls out and corporations put some of their people on the road again. This report is part of Long Live Lodging’s ongoing coverage of the coronavirus crisis and its impact on the hospitality industry.