CX Centric

MAY 25, 2021

On Thursday 3rd June we will host the CX Centric Conversation: Driving Growth in the Hospitality Sector through Exceptional Experiences. This will be an international interactive discussion, and will include a keynote from Alec Dalton, Senior Manager at Marriott International, and also from Sharon Head, Head of Customer Success at Freshworks.

Hospitality 52

Hospitality Guest Experience Hotels Tourism 52

Aveus

MAY 18, 2021

A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision. Why This Revision Is a Game Changer.

Consumers 130

Consumers Healthcare Metrics Case Study 130

Oracle

SEPTEMBER 11, 2018

One hospital is embracing digital transformation and the digitally-empowered customer through a program called Family Assist. Through the use of Oracle Service Cloud, Western Sussex Hospital created Family Assist to provide families with a range of tailored services and information from pregnancy through 25 years of age.

Healthcare 169

Healthcare Consumers Hospitality Consulting 169

ReviewTrackers

MARCH 6, 2017

The increasingly wired populace and a growing class of savvy, empowered consumers want more options, fairer prices, greater convenience, and better interactions across the continuum of care. ” Customer Success Story: Nicklaus Children’s Hospital. The leadership teams are able to gain insight into the customer experience.”.

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85

Steve DiGioia

MAY 23, 2022

It should match the tastes, needs, and expectations of the customers who frequent the business. 10 Smart Ways to Cater to Your Local Customers. Celebrate the national holidays of your customers with signage, decorations, and even music to match the occasion. Consumers who continually shop locally, do so for many reasons.

Sports 361

Sports Fashion Hospitality Hotels 361

PK

OCTOBER 19, 2020

As the hospitality sector heads into uncharted waters, the guest experience needs to remain top-of-mind. The post Home away from home: Guest experience in hospitality appeared first on PK. In light of recent mass layoffs—namely, Disney theme parks, Carnival Cruise Line and MGM Resorts—one […].

Hospitality 64

Hospitality Guest Experience Customer Retention Customer Journeys 64

CSM Magazine

AUGUST 17, 2021

There can be no hospitality industry without customer service, and it’s customer service that can make or break a business in the industry. More than half of consumers around the world have higher expectations for customer service than they had just a few years ago. Wow Customers With a Fantastic First Impression.

Hospitality 52

Hospitality Industry Tips Customer Service 52

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.

Industry 218

Industry Strategy Hospitality Hotels 218

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. Not to mention, as consumers flock back to their regular vacation plans, brands have a key opportunity to create lasting loyalty for years to come. Scalable operations.

Hospitality 62

Hospitality Travel Brands Self Service 62

Interactions

JUNE 11, 2021

And with that, consumer reliance on technology as well as consumer comfort in using that technology, has also increased. Many consumers were using AI and becoming dependent on it. Survey says…consumers love Alexa and personalization. However, consumers aren’t ready for all AI applications.

Consumers 62

Consumers Hospitality Healthcare Customer Care 62

Ann Michaels and Associates

JUNE 5, 2020

Interesting enough, there is a similar pivot within the hospitality industry. For most consumers, the customer journey begins with online reviews. The Retail & Hospitality Shift. appeared first on Inside the Customer Experience. Transparency is vital as you build your online brand and community.

Hospitality 59

Hospitality Retail Social Media Hotels 59

Maru Group

AUGUST 13, 2020

The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. Maru/Matchbox recently facilitated a conversation with a group of hospitality professionals, to provide a forum for the exchange of ideas and to better understand the revolution currently underway.

Hospitality 52

Hospitality Industry Hotels Tourism 52

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics.

Consumers 101

Consumers Healthcare Contact Center How To 101

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Consumer Shipping: 78%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Strativity

DECEMBER 5, 2022

Material Fidelity Index leverages relationship science and identity research to gauge how brands can cultivate deeper customer relationships. ” “Today’s most successful companies understand the criticality of tenacious commitment to customer-centricity,” said Caroline Kennedy, Chief Design and Brand Officer.

Customer relationships 52

Customer relationships Consumers Net Promoter Score Brands 52

Steve DiGioia

MARCH 22, 2021

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. But we’re leaving out a significant aspect of service and something very valuable for a customer in need.

Customer Service 346

Customer Service Hospitality Policies Customers 346

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. I agree that customers are more demanding than ever.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

CSM Magazine

APRIL 12, 2019

Customer service is something that all businesses should strive to excel in. However, it is especially important within the hospitality industry. While some sectors may be able to get away with focusing a little less on delivering good customer service, for those within the hospitality sector it’s paramount to their success.

Hospitality 40

Hospitality Industry Customer Service Hotels 40

Alida

OCTOBER 17, 2017

In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience. Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. Does this mean that the patient experience can’t be improved in the meantime?

Hospitality 247

Hospitality Retail Leadership Culture 247

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

Automotive 110

Automotive Healthcare Hospitality Retail 110

Second to None

FEBRUARY 4, 2020

When it comes to reducing the amount of effort it takes for customers to complete a purchase, direct-to-consumer selling strategies can serve as a vital tool. One reason that major retail brands are being forced into the direct-to-consumer world is the slew of DTC-only companies becoming available on the web. 1,2 [link].

Consumers 67

Consumers Strategy How To Hospitality 67

ReviewTrackers

JANUARY 23, 2018

Google is the link between your healthcare organization and the consumer. Consumers type in something like this in Google’s search box when searching for a new provider: “primary care doctor in Boston.” Consumers use the reviews and ratings of each doctor when deciding who to trust with their health. Every Doctor and is a Brand.

Hospitality 70

Hospitality Healthcare Consumers Wait Times 70

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Ah, the hospital gown. Often, what sets apart the companies that we love is that they obsess over how customers feel in certain situations. They think about their customers’ emotions first.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

NetBase

NOVEMBER 21, 2018

No industry is immune to change – and the hospitality industry is no exception. Further, we note that rising employment, higher real income and increased household net worth reinforced consumer confidence and sentiment. The success of Airbnb is the biggest modern example of this for the hospitality industry. How do you do that?

Hospitality 43

Hospitality Industry Hotels Social Media 43

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. Forbes reported that Airlines have never risen above the bottom 20% of industries in terms of customer satisfaction ratings, even as J.D. Power reported higher consumer satisfaction than ever – largely due to increased seat sizes and cheaper fares.

Travel 40

Travel Hospitality Customer Journeys Examples 40

Avaya

MARCH 13, 2017

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. Why do 87% think companies fail to deliver consistent brand experiences?

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. It does give pause for thought, however, that agile tech companies have proven more apt at filling these gaps: owning more of the customer journey, gathering more detailed data, and making more relevant and personalized offers.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Customer Guru

JUNE 29, 2018

We, at Customer Guru, reckon that customer experience (CX) has become the key differentiator in the success and growth of any business. Raj and Vivek talk about the importance of customer experience in healthcare and how it is changing the healthcare industry. We’d be more than happy to help!

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

COPC

NOVEMBER 16, 2016

TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY. Full Travel & Hospitality Report Now Available! In this inaugural edition, travel & hospitality is the first industry in the spotlight. CHANNELS CONSUMERS USE VS CHANNELS THEY PREFER.

Hospitality 40

Hospitality Travel Survey Industry 40

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. How has the ongoing digital evolution impacted how customers view patience today? Here are my top five picks from last week.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

West Monroe

NOVEMBER 14, 2022

They own hospitals, physician groups, outpatient pharmacies, running that gamut. For this digital data conversation, we are in a very unique position because we can provide a complete view of that healthcare consumer experience. Member 360 is the idea that we're trying to shift our focus away from data points and toward the customer.

Healthcare 98

Healthcare Hospitality Consumers Case Study 98

Ann Michaels and Associates

JULY 31, 2018

When a customer walks into a retail store, the salesperson has two choices: simply ring up a purchase, or truly help the customer get what he or she really needs. The latter includes learning about the customer and making customized suggestions, while the former lacks any personalization whatsoever. 46% of U.S.

Consumers 53

Consumers Retail Hospitality Hotels 53

BlueOcean

JANUARY 4, 2017

The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. And that is headline news.

Customer Service 223

Customer Service Call Center Hospitality Customer Service Representative 223

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. But there are other, not-travel related customer experience shambles too!

Self Service 200

Self Service Airlines Hospitality Travel 200