Hospitality Net

JANUARY 4, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Happy New Year! What’s 2024 going to be like? I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024.

Customer Service 98

Customer Service Customer Service Customer Experience 98

Hospitality Net

MAY 17, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married.

Customer Service 91

Customer Service Customer Service 91

Hospitality Net

APRIL 25, 2023

Are companies like Amazon and Apple setting better examples of great customer service than the hospitality industry? There has been a sharp decline in the hospitality industry in basic customer service with more reliance on technology, resulting in impersonal or rote customer interactions.

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Customer Service Customer Service Hospitality Hospitality 98

Hospitality Net

JANUARY 17, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand.

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Customer Service Customer Service Customer Experience 84

Hospitality Net

MAY 12, 2024

My friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the salesforce. Hawkins reports the president of a Fortune 500 company told him, Tension between the salesforce and leadership is normal. One is always bargaining with the other for more.

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Customer Service Customer Service 97

Modern Restaurant Management

FEBRUARY 22, 2024

Restaurants are constantly busy, which means communication is key to make sure the experience for customers is top of the line. With fast communication your guests receive the service they deserve each time they enter your establishment in a timely and effective manner.

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Customer Service Customer Service 106

Hospitality Net

JANUARY 3, 2024

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Happy New Year! And for everything else, too! With that, here are 10 ideas. Do more in 24!

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Customer Service Customer Service Customer Experience 95

Modern Restaurant Management

JANUARY 22, 2020

Statistics show that 96 percent of consumers from across the globe say that customer service plays a critical factor in choosing a brand they’ll be loyal to. As a service-oriented industry, knowing what makes your customers tick and capitalizing on their preferences will allow you to provide top-of-the-line service.

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Customer Service Customer Service Customer Experience Hospitality 227

Hospitality Net

DECEMBER 8, 2023

To meet the high expectations of today’s discerning luxury buyers and stand out from the crowd, brands must achieve customer service excellence. So while today’s luxury industry is broader and more accessible than ever before, it’s also more challenging.

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Customer Service Customer Service 74

Hospitality Net

MAY 24, 2024

There’s an old story about an airline passenger who walks into the baggage claim office and starts screaming and cursing at the airline employee. The employee, who is calm and collected, responds, I am sorry about your lost luggage.

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Customer Service Customer Service 98

Fast Casual

OCTOBER 17, 2023

In this episode of the Restaurant Operator Podcast, host Mandy Detwiler talks to Zak Omar, CEO of Atomic Wings, an emerging wing brand out of New York City.

Customer Service 105

Customer Service Customer Service 105

Hospitality Net

APRIL 12, 2023

The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, I’ll be taking care of you. She took our orders, and a few minutes later, a different server dropped off three of our meals.

Customer Service 98

Customer Service Customer Service 98

Hospitality Net

DECEMBER 20, 2023

In this article, we will explore the importance of people-centricity in customer service management and how it can be applied to improve customer experiences. We will also discuss practical approaches to gathering customer feedback and how a hospitality approach can elevate customer service quality in any sector.

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Customer Service Customer Service Hospitality Hospitality 40

Hospitality Net

JULY 20, 2023

Customer service in the hotel industry is about serving the needs of customers, by helping them solve problems, teaching them how to use products and services, and answering questions.

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Customer Service Customer Service 40

Hospitality Net

MAY 22, 2024

Some of you will not recognize the name Rodney Dangerfield, who was one of the funniest comedians of his time, if not all time. He passed away in 2004. For those who aren’t familiar with Dangerfield, go to YouTube and search for his name, but only if you want to smile and laugh. And just a warning, some of his comedy club material is R-rated.)

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Customer Service Customer Service 52

Hospitality Net

JUNE 22, 2023

In 1996 the U.S. hosted the Summer Olympics. I’ll never forget reading about this story. Wade Miller, a Santa Fe, New Mexico, resident, tried to buy tickets to the volleyball match from the Summer Olympics ticket office in Atlanta. When the agent found out he lived in New Mexico, she refused to sell him a ticket.

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Customer Service Customer Service 96

Hospitality Net

JUNE 26, 2023

PALO ALTO, Calif. June 26, 2023 (Newswire.com)

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Customer Service Customer Service 97

Hospitality Net

JULY 24, 2024

Customers are not yet 100% comfortable with AI technology. Consider these findings from our annual customer service and CX research (sponsored by RingCentral): It still makes mistakes, which is frustrating.

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Customer Service Customer Service 105

Restobiz

NOVEMBER 30, 2023

By Dawn Castell In the bustling restaurant industry where competition is fierce, standout customer service can make all the difference to your brand and bottom line. Service is the secret ingredient that makes a meal a memorable experience, turning many first-time visitors into regular, returning guests.

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Customer Service Customer Service 191

Restobiz

OCTOBER 6, 2023

By Dawn Castell The restaurant industry has always been at the forefront of innovation and adaptation, and today, it stands on the cusp of a technological revolution with the integration of Artificial Intelligence (AI) in customer service.

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Customer Service Customer Service Customer Experience 206

Modern Restaurant Management

MAY 8, 2024

Some diners are more open to robot servers at quick service restaurants (30 percent) and table service (10 percent), but are still in the minority. Take Chick-fil-a for example: a QSR that is renowned for its fast but attentive, personalized, human-delivered customer service. This line is often blurred.

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Automated Food Prep Customer Service Customer Service Food Preparation 190

Fast Casual

APRIL 7, 2023

Learn why the Attune HD Drive-Thru Communication System from Panasonic Connect earns an A+ from eegee's.

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Customer Service Customer Service 40

Modern Restaurant Management

MARCH 15, 2024

Customer Service Unfortunately, many payment processors fail to consider the importance of customer service. When choosing a processor, customer service must be a priority. Find a processor that meets the restaurant’s technology needs, whether it's high-end or basic equipment.

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Customer Service Customer Service Purchasing 193

Hospitality Net

JUNE 27, 2024

In some of my customer service speeches, I joke that some customers aren’t worth doing business with. Sometimes, a customer isn’t worth doing business with because they are truly a bad customer. The way I position it in the speech is funny, but in reality, it’s pretty serious.

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Customer Service Customer Service 95

Modern Restaurant Management

SEPTEMBER 20, 2023

Especially during the pandemic, restaurants have grappled with unexpected challenges, particularly in maintaining exceptional customer service amidst shifting operational dynamics. The State of Customer Service in the Restaurant Industry Customer service in restaurants is just as critical as the food itself.

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Customer Service Customer Service Staffing Customer Experience 193

Modern Restaurant Management

FEBRUARY 21, 2024

Many of my studies on customer-employee interactions find that over 90 percent of employees deal with uncivil customers every day. What can restaurant operators do to better support their staff’s mental health, while balancing that with the need to provide good customer service?

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Customer Service Customer Service Hospitality Hospitality 199

Modern Restaurant Management

MARCH 30, 2022

Restaurants are making use of workflow automation to increase efficiency in numerous ways inlcuding customer service automation and sales and marketing automation. Automating customer service tasks helps to improve the customer experience. Improving customer service. Benefits of Workflow Automation.

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Customer Service Customer Service Customer Experience 178

Modern Restaurant Management

OCTOBER 20, 2022

Now more than ever, effective customer service is pivotal in retaining customer loyalty and regenerating pandemic-hit revenue. The key to providing outstanding customer service is ultimately through coherent communication, as adequate English language competency is essential for ensuring a positive guest experience.

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Hospitality Hospitality Customer Service Customer Service 184

Hospitality Net

JANUARY 16, 2024

It isn’t news that customer service is a top priority for hotels. However, what customer service looks like is shifting.

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Customer Service Customer Service 87

Hospitality Net

JULY 18, 2024

Artificial Intelligence (AI) and technology enhancements for hotels promise enhanced customer service, higher margins and expanded research and booking, with improved experiences for guests.

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Customer Service Customer Service 64

Modern Restaurant Management

JANUARY 5, 2021

So, what can brands do to address the impacts of COVID-19, while being mindful of the past, present and future of customer experience? First and foremost, keeping your customer’s safe is good customer service though beforehand it may not have been such a high priority.

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Customer Experience Customer Service Customer Service Catering 221

Modern Restaurant Management

FEBRUARY 29, 2024

Innovative tech tools, like AI, can improve forecasting, inventory management, scheduling, customer service, marketing, and many other essential business tasks. Improve the customer experience. Tech tools are essential to improve the customer experience and give guests more seamless, enjoyable experiences.

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Inventory Management Customer Experience Inventory Customer Service 191

Foodservice Equipment Reports

FEBRUARY 21, 2024

“The evolving landscape of technology—including developments in AI, robotic solutions, autonomous ordering and customer service—has elevated the KI Awards to expand beyond back-of-house operations to also recognize innovations that… Source

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Customer Service Customer Service 111

Hospitality Net

MAY 31, 2024

Stellar customer service, exquisite facilities, and well-stocked amenities are the hallmarks of the hotel industry. Guests and patrons expect hospitality when paying for these services, whether for vacation, business, or other purposes.

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Customer Service Customer Service Hospitality Hospitality 75

Sculpture Hospitality

MAY 2, 2023

Employees who are satisfied, motivated, and committed can help create a positive work environment, provide excellent customer service, and increase the restaurant's profitability. As a restaurant owner, your staff are your most valuable asset.

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Customer Service Customer Service Restaurant Management Restaurant Manager 118

Sculpture Hospitality

JUNE 13, 2023

As a bar owner, your goal is to create a welcoming atmosphere that attracts customers and generates profits. But running a successful bar requires more than just great ambiance and exceptional customer service.

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Inventory Customer Service Customer Service 112

Hospitality Net

JUNE 19, 2024

At the end of the CEO’s speech to his employees, he said, And one other thing, we want to deliver better customer service. Then he walked off stage.

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Customer Service Customer Service 59