To stay current and relevant, we do a lot of reading. And you know as well as I do- there's a lot of great content out there to read in the land of social media. The core of our business, coming as no surprise to most, is customer service. Below are some of our favorite articles that I stumbled upon this week, and each has to do with putting your best customer service foot forward. There's a lot to gain, especially money, by delivering service that resonates and impresses your customers. Enjoy!
The New Face of the Loyal Customer and What It Means for Marketers
Knowing how to retain customers and keep them loyal is a cheaper and more fruitful learning exercise than to learn how to acquire new customers. A marketer of today needs to know how best to attract the attention of their customers and to cater to their evolving needs. This article helps you to understand the customers of today so you can do just that.
"The meaning of loyalty is changing and so are the strategies marketers use to retain customers. According to eMarketer, the majority of U.S. marketers intend to allocate more of their budgets to customer loyalty in 2016, and 13% anticipate significant increases in spending on loyalty programs.
And as they decide how to invest these additional dollars, it is crucial for marketers to understand that today, the meaning of loyalty..."
Crowdsource Your Way to An Engaged Workforce
When you empower and leverage your employees to be motivated to drive customer engagement and to build WOW experiences, you are creating a competitive advantage. Plus, your bottom-line will thank you. In this article, get suggestions for how to engage your employees to be motivated to create better customer experiences.
"'Before I would go into a room and make sure it was clean. Now I look for an opportunity to WOW my guest.'
That was a statement from a housekeeper in Hong Kong from the Four Seasons Hotel. Let’s imagine for a minute if they could get all of their housekeepers on the same wave length. That would be the ultimate competitive advantage. In other words, you would be leveraging your own employees in the push for new opportunities for growth and profitability.
Your employees are the most important..."
J.D. Power Ranks Hotel Brands for Guest Satisfaction
What used to come as extra, impressive perks are now becoming standard and expected at hotels, so hotels need to find new, appealing ways to impress their guests. Learning what makes customers happy and what they care about the most in this evolving market is key to staying ahead of the game. We are thrilled that our customer, The Ritz-Carlton, has this figured out. Read on to learn more about the service leaders in the hospitality industry.
"The Ritz-Carlton Dove Mountain in Arizona is among many of the brand's properties that helped earn it the highest score in the luxury hotel category in the new J.D. Power Power 2016 North America Hotel Guest Satisfaction Index Study. (Photo: The Ritz-Carlton)
Hotel guest satisfaction has gone up for the fourth straight year, but may be reaching a plateau, according to the new J.D. Power 2016 North America Hotel Guest Satisfaction Index Study released Wednesday.
Perks such as free Wi-Fi and ..."
Read the full article on usatoday.com
