Shep Hyken, Customer Experience Author on Get Great Reviews
- S1E4
- 41:03
- December 18th 2020
Welcome back to the Hospitality Reputation Podcast. I have a holiday season gift for you. This episode is a conversation with one of my favorite Customer Experience authors, Shep Hyken.
I’ve already read Be Amazing or Go Home, and Amaze Every Customer Every Time. I’m currently reading The Cult of the Customer and The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty will be next. I highly recommend you follow Shep Hyken for continuous inspiration as well as following us here at the Hospitality Reputation Marketing Podcast: Get Great Reviews.
In this episode we discuss:
The success of French Laundry and Daniel, the #1, and #2, rated restaurants in America according to the 2020 Best of the Best Tripadvisor Travelers Choice Awards.
The importance of repetition and daily devotion and excellence in every task. Every contribution to the team is critical for an organization to succeed.
How grand gestures and empowerment create the legendary service Ritz Carlton is known for.
How even the smallest gestures of kindness and compassion, when executed with care can leave a guest or customer with a lasting positive impression.
How permitting teams to miss the mark on occasion without fear, also gives them the freedom to reach for the stars and achieve amazing results.
Shep explains the philosophy, It takes one to say yes, but two to say no.
Don’t miss this wonderful conversation with Shep Hyken and Adele Gutman Milne.
If you have any questions on how to implement a culture of caring, collaboration, and continuous improvement at your workplace, please feel free to contact us personally on the Aspire Reputation Marketing website or via LinkedIn.
Get Great Reviews! The Hospitality Reputation Marketing Podcast
Welcome to the Hospitality Reputation Marketing Podcast: Get Great Reviews! with Adele Gutman
Adele Gutman's mission is to help hotels, restaurants, and all businesses leverage guest feedback to optimize team performance, create true loyalty, and drive revenue.
A stellar online reputation should never be a footnote to a marketing plan, but should instead take the lead as the foundation of all sales, marketing, and revenue success.
Each week or two, we will spend 20 minutes or more exploring proven best practices, mindsets, techniques, tips, and tools that drive revenue and loyalty businesses, by consistently inspiring 5-Star reviews.
Great reviews are simply an indicator of an agile, guest-centric, well-run business, so we will meet with an array of successful hospitality leaders as we delve into a wide range of topics including:
- Leadership
- Branding
- Culture
- Communication
- Compassion
- Embracing Feedback
- Entrepreneurial Mindset
- Empowerment
- Teamwork
- Creative Problem Solving
- Coaching
- Hiring
- Inspiring
- Training
- Humility
- Authenticity
- Service Innovation
- Product Innovation
- Process Innovation
- Social Media
- Websites
- Booking Engine
- Email Communications
- Reservations
- Responding to Reviews and so much more!
Please join us, subscribe, and share so that we may reach more people and help everyone GET GREAT REVIEWS!
Adele Gutman has been honored as one of the Top 25 Most Extraordinary Minds in Sales & Marketing by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through Guest Experience and Reputation Cultivation. Adele is also a former HSMAI Marketing Advisory Board Member.
During her tenure as Vice President of the Library Hotel Collection, the brand astonished the hotel industry by repeatedly earning the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% Guest Satisfaction rating on the Luxury Brand Report, a ReviewPro survey of 2.7 million annual online reviews.
Every property Adele worked with rose to the top of their market for guest satisfaction on review sites like Tripadvisor, including the Aria Hotel Budapest who was named the #1 Hotel in the World on the 2017 Tripadvisor Travelers Choice Awards.
Now, Adele is happily helping more business managers from all industries from hospitality to healthcare to implement the award-winning, proven methodology she developed over decades, the Five Star Review System.
In this podcast, we will explore together how business leaders from around the world have successfully empowered their teams to deliver the 5-Star service which consistently inspires 5-Star reviews. @inspirefivestars
