Hospitality Customer Service with Christoff J. Weihman | pic of Christoff

Exploring Hospitality Customer Service (Video)

Hospitality Customer Service with Christoff J. Weihman | pic of Christoff

In my conversation with hospitality service expert Christoff Weihman, we covered a number of topics surrounding hospitality customer service, including how it is evolving and how it differs from other service models.

How to Give 5-Star Hospitality Customer Service

Christoff believes that 5-Star service is about feeling – how customers feel during their experience with the organization and how they feel after they leave.

Christoff and I also discuss how hospitality organizations are using technology to improve experiences, and how they need to make sure staff is trained to communicate with customers around certain technological changes.

Make sure to check out Christoff’s insights in the video below. Read more

What Is Net Promoter Score | Recommending to friend

What Is Net Promoter Score (Video)

What Is Net Promoter Score | Recommending to friend

Known most commonly as NPS®, Net Promoter Score® is probably the most popular metric in customer experience and customer service. The Net Promoter Score measures the answer to a single customer survey question:

How likely is it that you would recommend [brand/product/service] to a friend or colleague? 

The concept of  NPS was first proposed in 2003 by Fred Reicheld in his in his Harvard Business Review article, The One Number You Need to Grow. In that article, Reicheld argued argued that NPS could directly reflect loyalty and thus organizational growth. Read more

The Future of the Social Purpose Corporation with Stan Phelps of Red Goldfish

The Future of the Social Purpose Corporation (Video)

The Future of the Social Purpose Corporation with Stan Phelps of Red Goldfish

I was able to catch up with my buddy Stan Phelps at Influence 2016, the annual conference of the National Speakers Association. Stan, who is the author of five different books on customer experience, gave me a quick glimpse at why his next book, Red Goldfish, focuses on social purpose in corporations. Read more

Improve Your Customer Experience with Microinteractions | Interview with Jeannie Walters

Improve Your Customer Experience with Microinteractions (Video)

Improve Your Customer Experience with Microinteractions | Interview with Jeannie Walters

I was able to catch up with my podcast partner, Jeannie Walters, at the recent National Speakers Association Influence 2016 event in Arizona and talk with her about one of her customer experience specialties: microinteractions.

What Are Microinteractions?

A microinteraction is any small moment where a customer interacts with your brand. It could be a confirmation email, an exit sign, or a voicemail message.

Yet, these moments, while seemingly small, can have a big impact on the customer’s experience. Read more

Video interview with Jay Baer about Social Media Customer Service ? Picture of Jay and a camera

Social Media Customer Service with Jay Baer (Video)

Video interview with Jay Baer about Social Media Customer Service ? Picture of Jay and a camera

I had the pleasure to speak with Jay Baer for our new “Expert Interviews” series on YouTube.

Jay is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more customers. He recently wrote a fantastic book on social media customer service called Hug Your Haters.

Now, I don’t say this about many books, but Hug Your Haters is a “must-read” if you are involved in customer service in any capacity. Because today, if you’re in customer service, you’re in social customer service — one way or another. Read more