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. In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization.

Culture 200

Culture Hospitality System Customer Service 200

The DiJulius Group

JULY 11, 2022

Edley’s Restaurant Group is a growing hospitality industry company whose CX obsession has paid off during the COVID-19 pandemic. The post Restaurant Group Obsession to Build a CX Culture Pays Off During Unprecedented Times appeared first on The DiJulius Group. Rapid growth, indeed. Consumer food services in general and the restaurant.

Groups 105

Groups Culture Hospitality Consumers 105

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture. Make it so and you will grow.

Culture 174

Culture Customer Service Hotels Hospitality 174

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. Hey, everyone. If you are new to the podcast, welcome.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 260

Hospitality Call Center Retail NPS 260

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

So how does one develop a team culture such as this? Nurses in many hospitals have the ability to initiate a “ code lavender.” These are but a few ways to develop a culture of caring. It’s superior to even perfect processes or perfect technologies! Naturally, it begins with being very picky about your new hires.

Culture 140

Culture Contact Center Customer Journeys Groups 140

Customer Bliss

NOVEMBER 6, 2018

You may remember from your Anthropology 101 class in college that anthropology is the study of human societies and that ethnography is the study of the customs of individual people and cultures. Jude Children’s Research Hospital which I visited a few weeks ago. Jude Children’s Research Hospital.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

Bill Quiseng

AUGUST 10, 2015

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. While I was quoted in the first chapter, I bought the Kindle version for the invaluable insight shared by some real hospitality heavyweights. Micah has done that for you here.

eBook 60

eBook Hospitality Culture Hotels 60

Michel Falcon Experience

JUNE 3, 2021

Meet Balbina Knight, she… The post #02: From Hospitality to Performance Marketing: Lessons Balbina Knight Learned to Achieve Career Purpose and Growth appeared first on. To listen to the podcast on an Apple device, click here. To listen to the podcast on another device, click here.

Hospitality 88

Hospitality Marketing Meeting Company 88

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? The best style to choose will depend on the customer service culture in your establishment. What a conversation!

Culture 120

Culture Customer Service Entertainment Hospitality 120

Customer Bliss

JUNE 6, 2018

Asking, how do we build a learning organization in a culture of continuous improvement? Eric knew that changes had to be integrated into the culture and employee experience. He needed to ensure cultural changes and process changes are fueled by the customers and their needs, wants and expectations. Think about CX of the Future.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

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. Each country has its own distinct culture, traditions, and norms, which can make it difficult to establish a unified customer experience mindset.

Culture 52

Culture Customer Experience B2B B2C 52

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. If you’re in manufacturing, look to the hospitality experts in, well, hospitality. [Originally published in Forbes.com. email, chat, web).

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

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

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 65

Culture Hospitality Groups Interaction 65

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

Michel Falcon Experience

JANUARY 22, 2024

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Hospitality 60

Hospitality How To Company Culture 60

Magellan Solutions

FEBRUARY 14, 2024

They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. Analysis of patient records, lab/pharmacy data, hospital statistics, and clinical data enables improved outcomes and lower costs. This raises satisfaction. Elevate Patient Care: Outsource With Magellan Solutions!

Call Center 98

Call Center Healthcare Company Hospitality 98

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. To respond to increasing patient expectations, more health care organizations are looking to retail and hospitality for inspiration on how to improve the end-to-end patient experience. The time to improve is now.

Hospitality 247

Hospitality Retail Leadership Culture 247

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

BlueOcean

MARCH 14, 2024

Michael’s Hospital in Toronto, Ontario, Peter Longo, to talk about, well, his title says it all: strategic sourcing. We sat down with Director of Strategic Sourcing and Logistics at St.

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. By David Harrington. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

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. A customer’s taste, perception, culture, expectations, etc. No customer interaction will be perfect for your business. all boil down to “their” opinion of your product or service.

Tips 147

Tips Hospitality Culture Customer Service 147

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. Ready to know the secret to gracious hospitality? We possess extensive hospitality knowledge and can streamline your processes.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

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. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Empathy is key.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

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. Hospitality, we can say, is a pretty ‘old’ industry. Those points above inspire me to infuse the customer-first culture into my startup. Shep Hyken.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

ShepHyken

MARCH 30, 2021

Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. About: Adele Gutman Milne is a culture and guest experience expert and host of the Hospitality Reputation Marketing Podcast: Get Great Reviews.

Hospitality 138

Hospitality Guest Experience Advertising Culture 138

Magellan Solutions

FEBRUARY 15, 2024

Our healthcare professionals value hard work, excellence, and quality service—flavored with the Filipinos’ trademark naturally hospitable culture. They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. This raises satisfaction.

Call Center 52

Call Center Healthcare Company Hospitality 52

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 desire to align his purpose with action placed him in an entirely new industry, working in a hospital that also aligned with his values.

System 162

System Hospitality Customer Experience Guest Experience 162

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. They call it the TakeCare It is a culture that is all about listening, having empathy, responding with clarity, and delivering on the customer’s expectations.

Hospitality 116

Hospitality Customer Confidence Travel Guidelines 116

Customer Guru

JUNE 29, 2018

Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences, with the intent of guiding organizations in building a customer-centric culture and, thus, growing sustainably. That’s incredible, Raj. Thanks for sharing that.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

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. [Originally published in Forbes.com. Here are three ways to reach Micah: email, chat, web). email, chat, web).

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

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.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

ShepHyken

OCTOBER 11, 2021

Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. My Comment: If you’ve been following me, you know I’m a big fan of all companies having a hospitality mentality. We can learn so much from the hospitality industry. It’s baked into the culture.

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

ShepHyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. Quotes: “Every company needs to have the hospitality mentality.”

Culture 69

Culture Hospitality Leadership Customer Centricity 69

ShepHyken

DECEMBER 5, 2022

Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Customer Service 69

Customer Service Hospitality e-support eBook 69