Russel Lolacher

SEPTEMBER 22, 2020

If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. A pandemic certainly changes the way we work, but it shouldn’t change prioritizing the employee experience and maintaining relationships with them. My Experience in Keeping Remote Employees Engaged.

Engagement 75

Engagement How To Employee Engagement Hospitality 75

Russel Lolacher

SEPTEMBER 22, 2020

If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. A pandemic certainly changes the way we work, but it shouldn’t change prioritizing the employee experience and maintaining relationships with them. My Experience in Keeping Remote Employees Engaged.

Engagement 52

Engagement How To Employee Engagement Hospitality 52

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Impacts of consistent engagement. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Alida

DECEMBER 15, 2016

He sees consolidation as a way for hospitals to gain more purchasing power, reduce redundant services and drive costs down. Deloitte, for instance, is predicting that only 50 percent of hospitals today will remain in 10 years. Between 2009 and 2013, annual hospital deals have increased 14 percent.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

CX Journey

APRIL 11, 2018

I've written about Bob Chapman several times in the past, starting with a 2012 post about his TEDxScottAFB Talk: Truly Human Leadership - Everyone Matters Define Your Employee-Centric Culture Employee Engagement Strategy? Leaders must choose to put their employees' well-being ahead of all other goals and outcomes.

Leadership 169

Leadership Culture Hospitality Measurement 169

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. Creating a Culture of Learning by Habit. Tips for Hiring Talent and Lowering Turnover Rates.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Michel Falcon Experience

JANUARY 16, 2020

If not, he’s one of the most recognizable hospitality entrepreneurs, owns Shake Shack, bestselling author and more! Above: Danny Meyers, the Chief Executive Officer of the Union Square Hospitality Group. Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Qualtrics

DECEMBER 2, 2019

My hope was that if leaders could feel a little relief from the burden of work and turn their attention to the wellbeing and engagement of their people, they would ultimately see the dual benefit of improved employee experience leading to improved patient experience. The steps it takes to build a healthier, happier culture.

Engagement 26

Engagement Healthcare Hospitality Employee Engagement 26

Michel Falcon Experience

MAY 14, 2017

Welcome to my YouTube channel where I teach you how to use customer experience and employee engagement strategies to build your business. The reason everything I do is focused on customers and employees is because all companies, regardless of size or industry, are in the people business. Let me give you an example.

Employee Engagement 112

Employee Engagement Culture Return on Investment Video 112

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. I have added my comment about each article and would like to hear what you think too.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

BlueOcean

JUNE 21, 2017

Ask pointed questions about an outsourcer’s corporate culture, hiring process, and employee engagement practices. Contact center outsourcing means you’re trusting customer-facing interactions to people outside of your organization and corporate culture. Is it welcoming and hospitable?

Contact Center 174

Contact Center Tips Culture Call Center 174

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. He is a leading contributor to Tourism, Hospitality and Service Industries alike.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. But Arkadi had a vision to differentiate from his competitors via the inside the company, i.e., the culture. He loved that Tony took culture to the next level. Tony Hsieh.

Culture 169

Culture Banking Metrics Employee Engagement 169

Qualtrics

DECEMBER 2, 2019

My hope was that if leaders could feel a little relief from the burden of work and turn their attention to the wellbeing and engagement of their people, they would ultimately see the dual benefit of improved employee experience leading to improved patient experience. The steps it takes to build a healthier, happier culture.

Engagement 20

Engagement Healthcare Hospitality Employee Engagement 20

SurveySparrow

SEPTEMBER 23, 2020

On average, 64% of employees report that they do not have a strong work culture. And, 18% of employees said they intend to stay with their organization for one year or less! They don’t have job-satisfaction or feel engaged with their work. Smooth employee journey and serene employee experience.

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

Steve DiGioia

OCTOBER 8, 2015

With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. Creating a service culture in your organization is not a one-time, skills-training event. As a leader, you have a personal obligation to ensure a service culture is in place. Thanks Tal.

Customer Service 100

Customer Service Hotels Leadership Culture 100

Kustomer

APRIL 8, 2021

On this, Stacy remarks, “Those are the leaders that also drive that engagement all the way through the organization. Engaging with the frontline agents who handle all things customer related is one of the best ways for a brand to become more holistically customer centric. I believe that it starts with culture, right?

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Michel Falcon Experience

MARCH 20, 2019

If you’re having trouble providing a great customer experience, your organization may have members that aren’t a culture fit. My industry is hospitality. In order to be people-centric, we must properly recruit and onboard customer-centric employees. What is hospitality known for?

Tips 60

Tips Customer Experience Hospitality Customer Centricity 60

Kate Nasser

MAY 31, 2017

The ultimate customer service culture is not about employees first. The post Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv appeared first on KateNasser.com. It's about unity. Leadership insights & lessons fr Kate Nasser, The People Skills Coach™.

Culture 41

Culture Customer Service Leadership Customers 41

Strativity

APRIL 11, 2018

As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. Hospitals’ and individual providers’ pay will eventually be partly based on how they are rated by patients. Value-based healthcare (i.e.,

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

ShepHyken

MARCH 21, 2017

About: Diana Oreck is a nationally and internationally recognized, results-driven, creative, senior executive with 30 years’ experience in the hospitality industry. Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Comm100

SEPTEMBER 22, 2016

Designer and consultant, Matt Watkinson, will teach you how to make changes and improvements to your customers’ experience through his casual and engaging writing style. Customer Service Culture. With this book, you can take a peek into the retailing giant’s customer-driven culture. Ever wonder how Zappos does it?

Customer Service 100

Customer Service Case Study Gamification Culture 100

Up Your Service

APRIL 1, 2018

Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization. These definitions are important, because implementing these provides a clear path through the Six Disruptions to achieve customer success, cultural success, and your success. What does that mean?

Customer Experience 80

Customer Experience Culture Hotels Customer Expectations 80

Michelli Experience

NOVEMBER 8, 2017

Similarly, I have encouraged gratefulness tools to steward a culture of gratitude. I have been entrusted for years to work with leaders at this special place that delivers an elevated hospitality experience which consistently wins Conde Nast Readers’ Choice Award, TripAdvisor Travelers’ Choice Award, and so many other travel honors.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Up Your Service

APRIL 1, 2018

Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization. These definitions are important, because implementing these provides a clear path through the Six Disruptions to achieve customer success, cultural success, and your success. What does that mean?

Customer Experience 69

Customer Experience Culture Hotels Customer Expectations 69

Michel Falcon Experience

JANUARY 16, 2017

To continue to advance my knowledge in customer experience and hospitality, I learn from people like Chip Conley and Danny Meyer. Now that I’m a partner in a hospitality group that has over 100 employees. What is the ‘culture of learning’ like in your company? Buy relevant books. Leave a comment below.

Hospitality 60

Hospitality Study Airlines Culture 60

SurveySparrow

DECEMBER 10, 2020

From Chinese hospitals using 5G powered robots to conduct health operations to giant manufacturers in the world announcing the launch of 5G phones in the upcoming years, 2020 was all about digital power. Also, using data-driven insights helps companies measure customer activity, employee engagement, inventory, and much more.

Chatbots 52

Chatbots Social Media Survey System 52

Qualtrics

NOVEMBER 20, 2020

The coronavirus pandemic has made huge demands on employees in all sectors, as the global event and its ramifications change and disrupt every aspect of life. Leaders must be present among and engaged with the wider workforce, and be able to clearly communicate their vision and values across the organization. 3 good things”.

Healthcare 26

Healthcare Leadership Employee Engagement Hospitality 26

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Kustomer

SEPTEMBER 17, 2020

Vipula has a wealth of experience, working in several industries from banking, to hospitality, to consulting. As a true expert in the field, her insights on customer and employee engagement are sure to help businesses improve their customer service experience. and has worked in hospitality and consulting and banking.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

Qualtrics

JULY 17, 2019

Imagine as a manager asking an employee to go above and beyond to solve a customer problem when they don’t feel supported or adequately educated to do so. Creating a joint team with accountability around both the customer and employee experience will help you maximize the impact of your programs. Customers expect nothing less.

Customer Experience 29

Customer Experience Employee Experience Hospitality Feedback 29

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Russel Lolacher

MARCH 6, 2023

What is the benefit of keeping older staff engaged in the workforce? First of all, you set a key million dollar word when you said engaged. So you have to stay in the game and you have to stay engaged and contribute. What is the benefit of keeping and not being agents not not supporting ageism?

How To 98

How To Groups Advertising Course 98

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130