When Hospitality is Not Hospitable. 5 Learnings for Every Industry


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. For many companies, I believe that the customer has to come first.

Hospital (Almost) Provides Valuable Patient Status

Experience Matters

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.

How to Improve Healthcare CX: Lessons from a CXO and Hospitality Veteran

Customer Bliss

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.

CXO Transforms Parkland Hospital Customer Experience Through Employee Experience

Customer Bliss

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.

Exploring Hospitality Customer Service (Video)

Customers That Stick

Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Defining the Chief Patient Experience Officer Role at Cedars-Sinai Hospital

Customer Bliss

How do you define patience experience in a hospital? Still relatively new to his role at Cedars-Sinai, Alan walks us through the steps he took to define his position and lead a patient experience transformation throughout the hospital.

Best of the Podcast 2018: Defining Patient and Customer Experience at Cedars-Sinai Hospital

Customer Bliss

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. How were patients and hospital staff affected by the hospital experience?

Introducing Anthropology & Ethnography to your Customer Room: An Inside Look with St. Jude Children’s Research Hospital

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Jude Children’s Research Hospital which I visited a few weeks ago. Therefore, we can’t tell the layers of stories and experiences, and who customers are.

How Does CX at Not-For-Profits Compare to For-Profit Organizations? A Conversation with Martin Hand of St. Jude Children’s Research Hospital

Customer Bliss

Jude Children’s Research Hospital , where I gave a keynote to their team. Jeanne: Martin, let’s talk a little bit about you, because so much of what we always talk about with each other is: journeys to leading customer experience.

Customer Success Story: Nicklaus Children’s Hospital


Customer Success Story: Nicklaus Children’s Hospital. Nicklaus Children’s Hospital is one of the leading pediatric hospitals in the nation. Enter ReviewTrackers, the award-winning online review management and customer feedback software platform.

The Hospitality Sweet Spot

Customer Enthusiast

Over the course of the eight-week promotion, tens of thousands of $25 coupons were mailed out to survey respondents and the promotion proved to be very successful at increasing the exposure of The Broker and attracting many new customers. Ed and Gayle Novak.

Hospitality Reviews: A Winning Marketing Strategy in the Travel Industry


Are the hospitality and travel industries beholden to hospitality reviews? Sure, hospitality reviews are important. There are plenty of companies in the hospitality and travel industry that don't have a strong review portfolio. Customers have sky-high expectations.

Vanderbilt Children's Hospital, Masters of CX Design

CX Accelerator

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.

25 Secrets CX Analytics Reveal about Hospitality & Restaurant Consumers Report


Such is the lot of hospitality and restaurant brands. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. Customer Service Secret: The Basics Still Matter.

How to create loyal customers and brand evangelists in the travel and hospitality industry

Up Your Service

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.

How to market great hospitality brands with text analytics


The post How to market great hospitality brands with text analytics appeared first on Keatext. Artificial Intelligence Customer Experience Text analytics

Why Customer Service Matters Most in the Hospitality Industry

CSM Magazine

Customer service is something that all businesses should strive to excel in. However, it is especially important within the hospitality industry. Here, we’ll look at just some of the reasons why customer service matters in the hospitality industry.

What is your brand hospitality score ?

John Paul

Brand hospitality implies an entirely client-centric focus where the product is simply the point of departure towards a much wider and enriched brand experience. L’article What is your brand hospitality score ?

Today’s Toughest Marketing Challenge is Not Customer Satisfaction!


And customer satisfaction is becoming insufficient to drive growth alone. For them customer satisfaction is not enough; they want their guests to be enchanted, enthralled, excited, so that a return visit is a “no brainer”; no other hotel choice would make sense!

3 Steps to Building a New Patient Experience and Communication Framework

Customer Bliss

In today’s episode, Lisa Allen , the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience.

Hospitality: The “What Have You Done For Me Lately” Industry

Steve DiGioia

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. But all of your great plans are meaningless when one, just one, customer has a bad experience.

Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices


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. At the beginning we did lots of interviews with other customer experience experts to learn more.

How St. Jude Children's Hospital uses anthropology and ethnography to listen to its customers


Voice of the Customer. How hospitals apply a customer listening strategy

Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner


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. So, why do 65% of customers still believe they put in more effort than a brand to resolve service issues?

Review: Micah Solomon’s new ebook: Culture Of Yes: Practices And Principles Of Great Hospitality

Bill Quiseng

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. Filed under: Customer Service.

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Building the Perfect Online Listing in the Hospitality Industry


Businesses in the hospitality industry live and die by two things. Their ability to get found on major travel sites where customers are going to look at their options. General advice for any hospitality specific review site. The more you add, the more you'll entice the customer.

Social Intelligence Insights for the Hospitality Industry Revealed


No industry is immune to change – and the hospitality industry is no exception. The success of Airbnb is the biggest modern example of this for the hospitality industry. What’s the next big thing in hospitality? Analyzing Traveler Chatter for Customer Care.

How to create better experiences in the hospitality industry


If this many people are spending money on travel and tourism, hospitality professionals must provide customers with an excellent guest hospitality experience to keep them coming back and to grow their businesses. The Big Data trend in hospitality.

Why Boston Children’s Hospital’s focus on measuring the patient experience is good for business


Torin Gilkey is Senior Manager of Digital Experience at Boston Children’s Hospital and an advocate of Customer (Patient) Experience. The post Why Boston Children’s Hospital’s focus on measuring the patient experience is good for business appeared first on ForeSee. Case Stories Health Care Boston Children's Hospital health care Patient Experience VOC Leaders

Dancing With Customers: Rodolphe Renwart And The Art Of Hospitality

Maz Iqbal

So one can say that a human being … Continue reading "Dancing With Customers: Rodolphe Renwart And The Art Of Hospitality". Customer Experience Customer Service Social customer experience customer service humanity Rodolphe RenwartWhat is it to be a human being? There are many answers. I find myself attracted to the answer provided by the philosopher Martin Heidegger. A human being is necessarily a being-in-the-world.

3 Steps to Implementing a Stellar Customer Experience at a Startup

Customer Bliss

“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.

Ascensos Make Fantastic Fundraising Effort for Children’s Hospital

CSM Magazine

Ascensos, the Scottish-based contact centre management specialist, has presented Glasgow Children’s Hospital Charity (GCHC) with a cheque for £17,500 after a fantastic fundraising effort. After a recent tour of the hospital, Ascensos confirmed GCHC as its charity partner for 2018.

Hospitality Industry Review Management Tips and Insights


The link between reviews and revenue exists in every business, but it's more direct, and more obvious, in the hospitality industry. In fact, the review craze began with the hospitality industry. It's an essential form of digital marketing for every part of the hospitality industry. Consider these statistics: Across all industries, 85% of customers say they consult reviews before making a decision. But for the hospitality industry, that number shoots up to 93%.

Three Travel and Hospitality Customer Journey Tracking Examples


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. To accomplish this, they need to better manage their customer journeys.

Operationalizing the Guest Experience for Hospitality


While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. CRM Customer Experience

How to Show Up as a Caring Company

Customer Bliss

Would you roll your mother into a hospital hallway and then leave her there? In this example, a wonderful tech probably took your mom out of the hospital, doing what he or she was supposed to do, rolled her to in front of the lab and put your mom in the hallway.

A Holistic View: Assessing Sponsorships in the Hospitality Industry both Quantitatively and Qualitatively

North Highland

Sponsorships have long been a key tactic in the marketing toolbox for hospitality companies. As global hospitality revenues inch steadily toward the $600 billion mark, competition within the industry is only increasing, particularly with the evolution of accommodation-sharing companies like AirBnB. These authentic connections build and help maintain loyalty, which is critical to the long-term success of hospitality companies. Customer Experience