CRM & Loyalty

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

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Maybe MCP is really the tech that hotels need

Maybe MCP is really the tech that hotels need

There’s a new 3-letter acronym circling the hotel tech sphere (yay): MCP. And before you yawn hit delete, this one might actually be useful.

Martin Soler

Partner at Soler & Associates

Soler & Associates

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Information Technology

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Digital Marketing

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Maybe MCP is really the tech that hotels need

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

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Chatbots, Robotics & AI

Shepard Presentations, LLC.

Tech Won’t Replace Service, but It Can Help Us Recognize

Tech Won’t Replace Service, but It Can Help Us Recognize

Ask a hundred hoteliers what makes for great service, and you’ll hear all kinds of answers: personalization, warmth, staff, speed, amenities, technology, you name it. But if we had to reduce it to just one word, I’d argue it’s this: recognition.

Martin Soler

Partner at Soler & Associates

Soler & Associates

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Guest Experience

Tech Won’t Replace Service, but It Can Help Us Recognize

This Is Why Customers Trust You

In the past few months, I’ve been writing and speaking about how trust fits into the customer experience. Trust is earned, and once earned, it results in a customer who has confidence to keep doing business with you. I created a metric, the Customer...

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.

De-Googlize Your Company

What company doesn’t want to rank high in Google searches? When a customer is looking for whatever you sell, wouldn’t you want to be ranked at the top of the first page? Unless you’re willing to pay and advertise, you have to naturally get there, an...

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Search Marketing

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Hotel Guests Have Never Been More (Dis)Loyal, But Some Brands Get It

Hotel Guests Have Never Been More (Dis)Loyal, But Some Brands Get It

Attending 2025 NYU International Hospitality Investment Forum (IHIF) in early June in New York, one common remark amongst keynotes and panelists was to point to the huge growth of loyalty program membership numbers for the big chains as being synony...

Adam Mogelonsky

Adam Mogelonsky

Partner at Hotel Mogel Consulting Ltd.

Hotel Mogel Consulting Limited

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Hotel Guests Have Never Been More (Dis)Loyal, But Some Brands Get It

Saving Your Customer Time Shows Respect

A customer takes the time to buy a product, which could include research, visits to a store, calls to a salesperson, and many other tasks that go into a pre-purchase routine. So once they buy it, the work should be over. But sometimes it’s not. Some...

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.

Branded Hotel’s Contactless Check-In: Who has the better technology?

Branded Hotel’s Contactless Check-In: Who has the better technology?

Since we here at Cogwheel Marketing are all about sharing our knowledge with others, we did a little research on which brand between Hilton, Marriott, and IHG has the best contactless opportunities for guests.

Holly Hollingsworth

Holly Hollingsworth

Senior Digital Marketing Manager at Cogwheel Marketing

Cogwheel Marketing & Analytics

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Digital Marketing

Branded Hotel’s Contactless Check-In: Who has the better technology?

Ten Reasons Why Customers Hate Calling You for Help

I have good news. Calling customer support is getting better, even if you don’t notice it yet. Part of the reason you might think it’s not improving is that past bad experiences have left such a “metaphorical scar” that you avoid making the call for...

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.