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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346 | Repositioning For Recovery: Hotel conversions to outpace new builds
Lodging Econometrics has tracked the hotel industry since 1998. Its global database includes new-hotel pipelines as well as renovations and brand conversions. Hotel franchisers once eager to launch new brands are focused on converting existing hotels because it’s a faster way to recover revenue lost to the COVID-19 pandemic than through new construction. In Episode 346, Lodging Leaders explores the increasing number of conversions in the U.S. hotel industry and what owners and operators need to consider before repositioning an asset.
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345 | ‘Rosy View of Future’: Hotel industry sees unleashing of pent-up investor demand
In the first few months of the COVID-19 pandemic in the U.S., financiers anticipated a swell of distressed hotel businesses. Some raised rescue funds to respond to what they thought was a pending crisis. Though there are financial rescues taking place, the level of such activity is far below what industry advisers and fund managers expected. Commercial real estate investors positioned to act in the early days of the pandemic held off and are now just beginning to unleash their cash hoards totaling billions of dollars. Episode 345 of Lodging Leaders podcast explores the state of capital investment in the hotel industry.