Opinion

Lack of Feedback Is a Gift

There’s an old expression: Feedback is a gift. Whenever a customer is willing to take time to share feedback by talking to you, emailing you, or leaving an online comment, it’s a gift. It either validates that what you’re doing is working or points ...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
9 January 2026Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Very Important Pet: the dog-friendly stays boosting luxury hotel revenue
Opinion

Very Important Pet: the dog-friendly stays boosting luxury hotel revenue

Pets are an important part of our lives. They deserve to be treated to the same five-star experiences as we are. And there’s an emerging trend within luxury hospitality that proves it’s not only our animal friends who’ll benefit – hotels can too.

Tom Brown
Tom Brown
Principal Copywriter at Mews
Mews
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Lodging Industry
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Innovation
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Guest Experience
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Tom Brown
by Tom Brown
8 January 2026MewsCRM & Loyalty
Very Important Pet: the dog-friendly stays boosting luxury hotel revenue
Opinion

New Year’s Resolutions: Stop Doing These in 2026

Happy New Year! This is the season when many people (and companies) take time to reset and prepare to kick off the new year. Some have already made their plan. Others choose to do it at the beginning of the year. It doesn’t matter when you choose to...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
7 January 2026Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Opinion

My Top CX Predictions for 2026 and How to Make Them Come True

It’s that time of year when I write articles featuring my customer service and customer experience predictions and trends. This year’s predictions were featured in two separate articles for my weekly Forbes column. For our subscribers and followers,...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
5 January 2026Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Millennium Hotels & Resorts and IHCL Join Hands on a Global Loyalty Partnership
Press Release

Millennium Hotels & Resorts and IHCL Join Hands on a Global Loyalty Partnership

As Millennium Hotels & Resorts (MHR) marks 30 years of global hospitality, the group today announced a strategic loyalty partnership with Indian Hotels Company (IHCL), India’s leading hospitality company and custodian of the iconic Taj Hotels & Reso...

Millennium Hotels and Resorts (MHR)
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Partnerships, Mergers & Acquisitions
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Millennium Hotels & Resorts and IHCL Join Hands on a Global Loyalty Partnership23 December 2025MillenniumCRM & Loyalty
Millennium Hotels & Resorts and IHCL Join Hands on a Global Loyalty Partnership
Opinion

An “Above and Beyond” Strategy Doesn’t Work

This is a story about a disagreement I had with a client. I should mention, this was a friendly disagreement. His idea of an amazing experience was to go above and beyond, always exceeding the customer’s expectations.

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Shep Hyken
by Shep Hyken
17 December 2025Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Opinion

AI’s Ridiculous Response to a Ridiculous Question

As I write this article, I’m at the CX Malaysia conference, where I was the opening speaker, watching Dr. Shreekant Vijaykar of COPC Inc., one of the other speakers, talk about AI and how you can’t always trust its responses.

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
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CRM & Loyalty
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Chatbots, Robotics & AI
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Shep Hyken
by Shep Hyken
10 December 2025Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Hilton and Explora Journeys Announce Luxury Ocean Travel Partnership with Debut of Hilton Honors Adventures
Press Release

Hilton and Explora Journeys Announce Luxury Ocean Travel Partnership with Debut of Hilton Honors Adventures

Today, Hilton and Explora Journeys – the privately owned and ultra elegant ocean travel brand of the MSC Group – announce an exclusive collaboration. As part of this exciting new travel offering, Hilton debuts Hilton Honors Adventures, an extension ...

Hilton
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Market Segments
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Hilton and Explora Journeys Announce Luxury Ocean Travel Partnership with Debut of Hilton Honors Adventures 9 December 2025HiltonCRM & Loyalty
Hilton and Explora Journeys Announce Luxury Ocean Travel Partnership with Debut of Hilton Honors Adventures