Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Now, what is it that your customers care about the most?

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Customer Bliss

MARCH 1, 2018

How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together.

Hospitality 154

Hospitality Healthcare Customer Journeys Survey 154

InMoment XI

JULY 29, 2014

There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. Conversely, companies praised.

Culture 200

Culture Hospitality System Customer Service 200

InMoment XI

JULY 29, 2014

There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. Conversely, companies praised.

Culture 200

Culture Hospitality System Customer Service 200

InMoment XI

JULY 29, 2014

There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. Conversely, companies praised.

Culture 200

Culture Hospitality System Customer Service 200

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

Vonage

NOVEMBER 24, 2016

Four different cultures – and different points of view. Creating a customer service culture that works can be done. Should your customer service culture be reserved and polite, or outgoing and friendly? What pleases one customer may easily disturb another. What a conversation! Acknowledge the person.

Culture 120

Culture Customer Service Entertainment Hospitality 120

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 165

Healthcare Hospitality Social Media Financial 165

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. So how does one develop a team culture such as this? Nurses in many hospitals have the ability to initiate a “ code lavender.” Photography.

Culture 140

Culture Contact Center Customer Journeys Groups 140

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. What are you looking for when hiring for agents in the hospitality industry?

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Define Your Purpose and Value. Implement the Work.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. Some have barely started or are still in the early stages of development.

Culture 52

Culture Customer Experience B2B B2C 52

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Some of those associates may have graduated from a hospitality school.

eBook 60

eBook Hospitality Culture Hotels 60

InMoment XI

MARCH 4, 2024

While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. I am happy with the level of support provided by customer service. What is the Likert Scale?

Comparison 260

Comparison Net Promoter Score Analysis Effort Score 260

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

TechSee

JULY 20, 2021

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. Need for better customer service with medical devices . Scheduling challenges.

Healthcare 207

Healthcare Hospitality Call Center Guidelines 207

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. So, Why Do Customers Choose Their Favorite Brands? For instance, professional athletes across the world wear Nike ; however, the sweeping majority of Nike customers are not actually world-class and/or Olympic athletes.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. Building the Company Culture of Truth.

Culture 103

Culture Company How To Employee Engagement 103

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Train your employees to handle unhappy customers–and to win them back when things go wrong. Develop a company language lexicon.

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. She is a force to be reckoned with as a writer and speaker on customer experience.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

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

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. Instill a culture of patient-centricity. The time to improve is now.

Hospitality 247

Hospitality Retail Leadership Culture 247

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Steve DiGioia

DECEMBER 16, 2021

Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. No customer interaction will be perfect for your business. A customer’s taste, perception, culture, expectations, etc. It’s OK To Fire Your Customer.

Tips 147

Tips Hospitality Culture Customer Service 147

Customer Bliss

OCTOBER 25, 2018

You’ll hear an excerpt from Vishal Bhalla , VP and CXO of Parkland Hospital , whose 2-year journey with hospital visits inspired him to serve and become a leader in healthcare. The Employee Experience Directly Impacts Customer Experience. Fostering a strong employee experience and culture has a positive effect on the customer.

System 162

System Hospitality Customer Experience Guest Experience 162

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Here are my top five picks from last week.

Customer Service 140

Customer Service Hospitality Airlines Infographics 140

Magellan Solutions

FEBRUARY 14, 2024

This improves customer satisfaction. Improved customer service – Outsourced centers handle high call volumes extremely efficiently, reducing hold times. They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. This raises satisfaction.

Call Center 98

Call Center Healthcare Company Hospitality 98

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? Michael’s Hospital in Toronto, Ontario, Peter Longo, to talk about, well, his title says it all: strategic sourcing. Work backwards if needed.

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

LiveChat

AUGUST 25, 2017

As you probably know, I’m nuts about customer service and great customer experience. I booked a really nice apartment whose owner was extremely rude, and a quite gross camp truck, whose owners delivered the best customer service ever! Here’s what we can learn about customer experience culture from this story.

Hotels 104

Hotels Travel Culture Industry 104

North Highland

SEPTEMBER 3, 2019

Sponsorships have long been a key tactic in the marketing toolbox for hospitality companies. At major conferences, pop culture conventions and sporting events, a well-executed sponsorship can place a business in front of an audience numbering in the hundreds of thousands. The days of branded marquees and simple swag bags are gone.

Hospitality 61

Hospitality Industry Sports ROI 61

The DiJulius Group

NOVEMBER 13, 2019

One story that really stood out to me was the story of the culture that existed in a Rhode Island Hospital. The culture of fear that had been created, specifically in interactions between doctors. The post How Much Harm Can a Bad Culture Actually Cause? Read Full Article. appeared first on The DiJulius Group.

Culture 50

Culture Hospitality Groups Interaction 50

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. It makes every moment memorable and elevates the customer experience. Ready to know the secret to gracious hospitality? Your success is our commitment.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? Michael’s Hospital in Toronto, Ontario, Peter Longo, to talk about, well, his title says it all: strategic sourcing. Work backwards if needed.

Contact Center 156

Contact Center Resources Hospitality Customer Care 156