Customer Bliss

JUNE 28, 2018

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. Embed the Employee Experience.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

InMoment XI

JANUARY 18, 2022

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. About the 2022 Experience Trends Report.

Trends 493

Trends Measurement Customer Experience Entertainment 493

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

InMoment XI

JUNE 7, 2024

REPORT Hospitality Reputation Benchmarks Report 2024 InMoment’s 2024 Hospitality Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the hospitality and restaurant industries — and how these reviews reflect the experiences patients want to have.

Hotels 260

Hotels Management Social Media Hospitality 260

Bill Quiseng

JANUARY 26, 2023

In hospitality, your people are NOT your most important assets. Ultimately, success in hospitality is all about interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. There are a lot of people wanting to enter the hospitality business. The right people are.”

Hospitality 88

Hospitality Tourism Travel Banking 88

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. I truly appreciate it.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Before becoming the Chief Patient Officer at Cedars-Sinai, he was the program coordinator for the oncology program at Northside Hospital in Atlanta.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

Blake Morgan

NOVEMBER 28, 2023

                                 How can the concept of “Unreasonable Hospitality” reshape the landscape of customer experience within the contact center? The interplay of hospitality and excellence, thriving amidst their inherent tension, defines his remarkable success.

Hospitality 59

Hospitality Contact Center Leadership Culture 59

Experience Matters

MARCH 14, 2018

We recently asked nearly 2,000 hospital patients about their experiences. Two of the areas we examined were their emotions and their likelihood to recommend the hospital, measured by Net Promoter® Score (NPS). Of these hospital patients, 46% are promoters, 30% are detractors, which results in an average NPS of 16.

Hospitality 133

Hospitality NPS Net Promoter Score Groups 133

Customer Enthusiast

JANUARY 8, 2024

He used the Hilton Honors app to reserve and pay for room 404 in advance and awaited an electronic key to arrive to fulfill his desire for a … Continue reading "The impact of accretion in hospitality" Source

Hospitality 57

Hospitality Hotels Employee Engagement Training 57

CX Accelerator

JUNE 27, 2018

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. How does Vanderbilt design a patient experience capable of so much?

Hospitality 140

Hospitality Customer Journeys Customer Experience Innovation 140

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Expand the Horizon of Helping People.

Hospitality 143

Hospitality Healthcare How To Customer Centricity 143

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

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

C3Centricity

JULY 31, 2016

This hospitality outlet certainly has a lot to learn about customer centricity! I therefore, thought I’d share our experiences as they are useful lessons for anyone who wants to be more customer centric. Whether you are in hospitality or not, putting the customer first makes good business sense.

Hospitality 120

Hospitality Industry Customer Centricity Course 120

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want to predict the experience I’m going to have with the people and places I do business with. If, for some reason, there is a problem, we want our customers to know they can always count on us to resolve it for them.

Customer Experience 258

Customer Experience Customer Service Hospitality Customer Service Training 258

Blake Morgan

MAY 31, 2023

The hospitality industry can adapt by offering new services and amenities that make it easy for travelers to move from work to fun. What Does it Mean for the Hospitality Industry? With this new type of travel, hospitality companies have the chance to adjust and tailor their services. Part work, part vacation.

Hospitality 52

Hospitality Travel Industry Hotels 52

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. As a direct result of the pandemic, customer expectations have changed dramatically. QUI Customer Experience Strategies from the Pandemic.

Customer Experience 190

Customer Experience Hospitality Guidelines Airlines 190

ShepHyken

NOVEMBER 3, 2021

While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions.

Hospitality 166

Hospitality Customer Experience Hotels Feedback 166

CSM Magazine

DECEMBER 6, 2022

There are several benefits to outsourcing customer service in the hospitality industry. Read on to learn more about the benefits of outsourcing customer service in the hospitality industry. Experienced customer service teams that are familiar with the industry and its standards are valuable assets in achieving this.

Hospitality 52

Hospitality Customer Service Hotels Omni-Channel 52

Experience Matters

JUNE 19, 2015

In a recent visit to a hospital, a member of my family spotted this patient status screen. So many organizations invest in good ideas, but fail to do the little things that will create a really positive experience for customers. While it’s a wonderful idea, the design falls flat.

Hospitality 120

Hospitality Tools Examples Customer Experience 120

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

InMoment XI

MAY 14, 2024

Benefits of Healthcare Reputation Management Effective reputation management in healthcare organizations can produce benefits that go beyond customer experience metrics , they can directly correlate to patient care improvement. Satisfied patients are also more than likely to share their experiences.

Healthcare 260

Healthcare Management Hospitality Analysis 260

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. The Hospitality industry now faces a smorgasbord of unprecedented challenges which have proved to be insurmountable at most instances. Hospitality Challenges. Feel free to sign up here.

Hospitality 52

Hospitality Guest Experience Hotels Tourism 52

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

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. Create Brand Identity and Values.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

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

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

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

CX Centric

OCTOBER 8, 2021

About CX Centric Conversations CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. It is the Guest Experience with which the keynote speakers of this great event gave much more attention in their presentation.

Hospitality 52

Hospitality Guest Experience Hotels Travel 52

Magellan Solutions

AUGUST 25, 2021

A Superb Customer Experience Always Starts With BPO Philippines. The hospitality industry must place a greater emphasis on customer service in order to provide customers with a wonderful experience. . In the hospitality industry, first impressions are everything. . They want much more. .

Hospitality 52

Hospitality Call Center Social Media Hotels 52

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 259

ROI Customer Experience NPS Financial 259

CSM Magazine

JULY 30, 2021

Doing so will help you obtain your customer’s loyalty and achieve a certain standard that confirms your credibility as a quality business establishment. Read on to learn a few tips for improving customer services in the hospitality industry, including how to help employees improve customer services.

Hospitality 52

Hospitality Industry Tips Customer Service 52

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Lee West, Pastor of Guest Experiences @GatewayPeople Click To Tweet.

System 162

System Hospitality Customer Experience Guest Experience 162

Totango

JUNE 25, 2020

Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. Last week we had the exciting opportunity to hear from Ilana Brown, VP of Customer Success at SevenRooms. From an employee perspective, has this been a positive experience?

Hospitality 62

Hospitality Industry Guest Experience Customer Success 62

Blake Morgan

MAY 29, 2023

A willingness to go above and beyond to put customers first—and the investments to back it up. With its five-star service and excellent amenities, Emirates goes against airline industry trends to invest in customers and provide an impeccable experience. There’s a reason customers flock to Emirates flights.

Airlines 59

Airlines Strategy Customer Experience Entertainment 59

Steve DiGioia

MARCH 24, 2016

yesterday's service awards won't help your upset customer today! The hospitality industry is the most unique in the business world because we don’t sell a product. Today’s hospitality industry is not about numbers, at least to the guests, it’s all about how we make you feel , what the experience is like.

Hospitality 100

Hospitality Industry Hotels Course 100