ShepHyken

OCTOBER 30, 2023

Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. You’re not just competing with other businesses in the same industry. We can all learn from their methods.

Employee engagement 167

Employee engagement Education Management Customer Service 167

ShepHyken

FEBRUARY 1, 2021

Price is ripe: Study finds increase in menu prices means decrease in restaurant ratings by Olin Business School. Louis) Businesses beware: A price increase for carryout or delivery food means an increase in negative reviews — and a downturn in restaurant reputation, if not demand. It made me wonder about other industries.

Customer Service 344

Customer Service B2B Best practices Customer Experience 344

CSM Magazine

MARCH 19, 2024

Running a restaurant involves a lot more input than just serving delectable dishes and ensuring the decor is on point. Diving into the restaurant industry can be a thrilling adventure for those who are up for the challenge. Next, recycling used cooking oil is a testament to a restaurant’s commitment to sustainability.

Engineering 52

Engineering Marketing Management Technology 52

ShepHyken

FEBRUARY 25, 2019

My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders. Some of them are very technical.

Customer Service 218

Customer Service B2B B2C Consulting 218

Steve DiGioia

OCTOBER 31, 2021

In the service industry, problems happen every day. When the customers leave, make sure you bid them a fond farewell and thank them for coming to your restaurant. So, you’re not in the restaurant industry. An employee makes a mistake, and the customer is, at best, disappointed. Or angry, at worst. It’s inevitable.

Customer Service 182

Customer Service 182

Joe Rawlinson

AUGUST 5, 2022

Running a restaurant is a lot of work that takes a big investment of time and money to be successful. Once your restaurant is up and running, however, you should always look for ways to boost your profits. Let’s take a look at a few profitable additions to consider for your restaurant. Unique Food Offerings. Bar Service.

Advertising 88

Advertising Marketing Sales Accountability 88

ShepHyken

APRIL 29, 2020

If you’re a giver, you may be exhibiting more generosity than usual by supporting—financially or any other way—healthcare workers, struggling local restaurants, or charity in general. For example, if you are an optimistic person, you may be showcasing that side of your personality more than ever. It’s easy to be classy when times are good.

Morale 292

Morale Advertising Healthcare Personalization 292

ShepHyken

OCTOBER 21, 2020

Realize that others in your industry are probably asking themselves the same question. My suggestion is to go beyond the competition and look at the best companies from any and every industry. The list could include a local restaurant, a shoe-repair, real estate agency, law firm, manufacturer and more. Any company counts.

Real estate 379

Real estate B2C B2B Customer Service 379

Steve DiGioia

JANUARY 3, 2022

But now, many restaurants want you to ask for a straw. It seems like the food industry is getting a bad rap here, but I think it’s justified. A group of 6 people enters a restaurant for a relaxing meal. A customer would always assume that they’d get a straw with their non-alcoholic drink, especially at the drive-thru window.

Advertising 351

Advertising Accountability Customer Experience Customer Service 351

ShepHyken

DECEMBER 16, 2020

The answer is to not compare yourself to the competition, but to the best companies from other industries. Sometimes it’s a restaurant or a car dealership. In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with.

Customer Service 372

Customer Service Personalization 372

ShepHyken

SEPTEMBER 4, 2018

Louis, Missouri, has been in the restaurant business for 45 years. Before moving into the restaurant industry, he was a teacher for 13 years. His experiences as a waiter and Maitre d’ at a five-star Italian restaurant paved the way for his current occupation. Today, Kim owns a well-known restaurant chain in St.

Customer Experience 226

Customer Experience Management Customer Service 226

ShepHyken

SEPTEMBER 27, 2017

I told him they were out, and in an effort to get rid of me, he suggested that I could go to the restaurant next store and ask them for a spoon. I walked by the first restaurant a few minutes later and there were plenty of spoons. You see, it doesn’t matter if it is an airport restaurant, a small kiosk or a full-service restaurant.

Management 217

Management Customer Service Customer Experience 217

Beyond Philosophy

FEBRUARY 24, 2015

Let’s look at two industries have embraced this and see what we can learn from them: Restaurants and Casinos. What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever they might be.

Customer centricity 306

Customer centricity Customer retention Consulting Consulting 306

ShepHyken

JULY 31, 2017

Here are a number of examples of how the hotel industry can deliver better service and a customer experience. My Comment: My friends at Customer Gauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. The restaurants didn’t just serve a meal. by John Walls.

Customer Service 0

Customer Service Benchmark SaaS Technology 0

ShepHyken

JANUARY 25, 2021

My Comment: I believe that every company – in any industry – could do well to have a “hospitality mentality.” ” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

AWS Machine Learning

SEPTEMBER 2, 2022

At the core of The Chefz’s business model is enabling its customers to order food and sweets from top elite restaurants, bakeries, and chocolate shops. Food delivery is a growing industry but at the same time is extremely competitive. The biggest challenge in the industry is maintaining customer loyalty. Conclusion.

Personalization 94

Personalization Engineering Technology Metrics 94

Micah Solomon

OCTOBER 11, 2018

As Patrick O’Connell, the storied proprietor of the double five star Inn At Little Washington, says in my new book, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets[free chapter link], “Bad habits are not given up easily. Find models outside your industry–and take the lessons they have to offer to heart.

Customer Experience 256

Customer Experience Customer Service Consulting Consulting 256

Beyond Philosophy

SEPTEMBER 26, 2018

For example, let’s say I was traveling to your hometown and I asked you for a restaurant recommendation while I was there. For those restaurants, you are a promoter. And so on…whatever emotion may be appropriate for a customer to feel in your particular business or industry. (If Where and When Should You Be Measuring Them?

Customer emotions 324

Customer emotions Consulting Consulting Customer Experience 324

CSM Magazine

FEBRUARY 1, 2024

As you tailor your CV to meet the needs of the customer service job you want, you should focus not only on the support skills you have to offer, but how they directly relate to the industry you want to work in. Where Customer Service Matters Customer service skills can make or break companies in some industries.

Customer retention 52

Customer retention Education Self service Customer Service 52

Win the Customer

DECEMBER 19, 2022

Today, the restaurant industry has harnessed the power of technology to make dining out more convenient, efficient, and enjoyable. In this blog post, we’ll explore how the restaurant industry has used technology, specifically digital menus and order-ahead apps, to transform the customer dining experience.

Wait times 52

Wait times Technology Feedback Education 52

CSM Magazine

MAY 18, 2023

SevenRooms , a guest experience and retention platform for the hospitality industry, today announced its agreement with Marriott International to become a preferred restaurant technology provider. SevenRooms is currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St.

Technology 52

Technology CRM Marketing Management 52

Steve DiGioia

JANUARY 21, 2021

Well, unless you’re a chef and don’t want to give out your family recipes to the world, you know, the ones that have made your restaurant wildly successful, why wouldn’t you share your tactics? Being in the customer service and hospitality industries, we must plan for the day(s) when things don’t go as planned – because they WILL come.

Personalization 195

Personalization Customer Service Management 195

Call Center Weekly

SEPTEMBER 17, 2018

The interesting thing was that some of the attendees went to a local restaurant at the conclusion of the first day's curriculum and the temperature in the restaurant was so cold that a few folks went to their cars to grab sweaters and jackets. Someone even brought out a blanket from their car to use in the restaurant.

B2B 201

B2B Customer Experience Accountability Personalization 201

Customers That Stick

AUGUST 19, 2015

Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers.

Customer Service 163

Customer Service Wait times Management Customer Experience 163

ShepHyken

JULY 6, 2022

For example, people might say, “They are the Cadillac of their industry.” Now, Chick-fil-A is a fast-casual restaurant known for its chicken and great customer service, but I’ve never heard of the company name used as a verb. Obviously, that is a powerful complement for both the company and for Cadillac. .

Customer Service 179

Customer Service Customer Experience Service level 179

CSM Magazine

OCTOBER 5, 2023

The research also found that 62% of Brits would consider trying a fully automated ‘robotic restaurant’, while 56% would choose an AI or automated self-service system such as self-ordering kiosks or AI sommeliers over a human if it meant a faster, more accurate service when eating or drinking out.

Customer Service 59

Customer Service Technical Support B2B Wait times 59

CSM Magazine

DECEMBER 12, 2022

Even as an introduction, it is needless to say that the basics in customer service and the hospitality industry have changed drastically during the past years. So, if you are a restaurant owner and have not yet implemented an online food ordering system, don’t you feel like you were left behind of time? Skyrocket your business.

Technology 52

Technology Sales Customer Service 52

Beyond Philosophy

MAY 24, 2017

Ballparks from San Diego to Cleveland have upped their food game over the past couple of years to include more local foods, partnering with local restaurants and breweries to offer things that fans might actually look forward to eating. Apparently, I’m not alone, and it seems that major league baseball is paying attention.

Consulting 345

Consulting Consulting Customer Experience 345

ShepHyken

APRIL 4, 2018

Their goal, you heard, is to have the best customer service in the industry. Let them go head-to-head with customer service and experience expectations based on the existing industry standards. Let the best of the best, regardless of industry standards, set your bar. Here’s my take: good for them.

industry standards 243

industry standards Benchmark Advertising Customer Service 243

The Northridge Group

NOVEMBER 30, 2021

Empathy fatigue is unsettling in the world of customer service, especially in high-stress industries such as healthcare, travel and finance. A customer who complains at a restaurant about poor service allows the restaurant the opportunity to remedy the problem.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

Steve DiGioia

SEPTEMBER 26, 2016

Here’s a post adapted from my book that shows it works in the restaurant industry. Those well-spoken-of and restaurant industry standard “two minutes or two bites” has quickly passed as you make your way to table #22. All the training in the world can’t help you if your restaurant isn’t there to back it up.

industry standards 200

industry standards Sales Personalization Management 200

ShepHyken

JULY 31, 2017

Here are a number of examples of how the hotel industry can deliver better service and a customer experience. My Comment: My friends at CustomerGauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. The restaurants didn’t just serve a meal. by John Walls.

Customer Service 128

Customer Service Benchmark SaaS Technology 128

Steve DiGioia

OCTOBER 8, 2020

Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. The same goes for anyone else in the service industry. Their goal is to make their customers feel important and serve them well. How Do You Make Your Customers Feel Important?

Personalization 147

Personalization Customer Service 147

CCNG

SEPTEMBER 29, 2022

For example, loyalty platform, Punchh, works with some of the biggest brands in the restaurant industry, and several of them have mentioned their loyalty programs are their secret sauce in today's volatile marketplace. They especially love personalized offers that create an ongoing connection to the brand experience.

Self service 195

Self service CCNG Chatbots B2B 195

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. to get a pulse on CSAT across industries. However, when it comes to industry, CSAT varies. . Full-Service Restaurants: 81%. Limited-Service Restaurants: 80%. Airlines: 73%. Apparel: 79%.

Benchmark 117

Benchmark Wireless Airlines Banking 117

VirtualPBX

APRIL 12, 2022

Business texting for offices, restaurants, delivery services, and the list goes on. Whether a restaurant owner or a small doctor’s office, the VirtualText App can manage multiple messages across various devices—all your conversations in one place. Online shopping is one of the biggest moneymakers for any business industry.

APIs 98

APIs Time management Management Marketing 98

ShepHyken

JULY 22, 2019

My Comment: Innovation guru Josh Linkner writes about his experience at a French restaurant in New Orleans. There are a lot of ideas here; something for every type of business in any industry. While it sounds like a fancy seafood dish, a lagniappe is actually an unexpected gift.

Customer Service 289

Customer Service Customer Care Marketing Customer Experience 289