CRM & Loyalty

Customer Experience Without Conditions

Last year, I wrote an article on a “rule” in customer service that I called the Reality Rule: Treat customers well, regardless of how they treat you. This was inspired by a book I read, Give Hospitality by Taylor Scott. In the article, I talked abou...

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.

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

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.

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

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

Principal Copywriter at Mews

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Lodging Industry

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Guest Experience

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

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

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.

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

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shepard Presentations, LLC.

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Shepard Presentations, LLC.

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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Shepard Presentations, LLC.

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.