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.

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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.

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Hospitality NPS Net Promoter Score Groups 133

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. Anticipate to Win- So much of CX design is anticipating your customer's needs.

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Hospitality Customer Journeys Customer Experience Innovation 140

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.

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Hospitality Employee Experience Customer Experience Healthcare 107

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.

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Hospitality Industry Customer Centricity Course 120

ReviewTrackers

JUNE 6, 2023

Hospitality review management is a crucial strategy for brands looking to build a positive reputation and attract new customers.

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Hospitality Management How To Strategy 65

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.

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Hospitality Healthcare How To Customer Centricity 143

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.

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Hospitality Customer Service Hotels Omni-Channel 52

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. If you are new to the podcast, welcome.

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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.

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Hospitality Healthcare Customer Journeys Survey 154

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.

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Hospitality Healthcare Customer Experience Chief Customer Officer 141

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.

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Hospitality Travel Industry Hotels 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.

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Hospitality Tools Examples Customer Experience 120

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.

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Hospitality Customer Journeys Video Chief Customer Officer 190

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. This will be an international interactive discussion, and will include a keynote from Alec Dalton, Senior Manager at Marriott International, and also from Sharon Head, Head of Customer Success at Freshworks.

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Hospitality Guest Experience Hotels Tourism 52

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 […].

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Hospitality Guest Experience Customer Retention Customer Journeys 64

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.

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Hospitality Industry Tips Customer Service 52

CSM Magazine

AUGUST 17, 2021

There can be no hospitality industry without customer service, and it’s customer service that can make or break a business in the industry. More than half of consumers around the world have higher expectations for customer service than they had just a few years ago. Wow Customers With a Fantastic First Impression.

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Hospitality Industry Tips Customer Service 52

kommunicate

FEBRUARY 16, 2022

At least one-quarter of travel and hospitality businesses are now using chatbots in their daily operations (Statista). That’s exactly what millennial customers want as well. [.]. The post Chatbots in Travel: How Chatbots are Revolutionizing Travel and Hospitality appeared first on Kommunicate Blog.

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Travel Hospitality Chatbots Customers 52

ReviewTrackers

MARCH 6, 2017

Based on positive reviews , patients value doctors’ excellent customer service and bedside manner more than they do the level of medical skill; patients who post negative reviews complain most about poor service and bedside manner four times as much as they do about misdiagnoses and inadequate medical skills (only 21.5 Software Advice ).

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Hospitality Customer Success Healthcare Automotive 85

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. . After all, according to companies that outsource to Philippines, customer service is what makes or breaks a brand.

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Hospitality Call Center Social Media Hotels 52

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. These challenges included: How can hospitality companies convey hygiene and restore confidence in safe travel? We are a global community.

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Hospitality Guest Experience Hotels Travel 52

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.

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Hospitality Call Center Retail NPS 260

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. This is where InMoment’s newest report comes in. How can brands meet their needs?

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Trends Measurement Customer Experience Entertainment 493

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. Cue SevenRoom’s game-changing solution – direct delivery.

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Hospitality Industry Guest Experience Customer Success 62

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?

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Customer Service Hospitality Contact Center Hotels 353

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. Upgrade your technology.

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Customer Experience Customer Service Hospitality Hotels 256

Talkdesk

APRIL 22, 2020

However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response. Contact centers utilizing on-premises infrastructures do not have adequate flexibility and scalability to allow their workforce to operate remotely and also meet rising customer demands.

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Hospitality Travel Contact Center B2C 59

CSM Magazine

SEPTEMBER 28, 2021

Now, as businesses reopen their doors and consumers engage in more leisure activities, we are seeing that those same platforms are providing a wealth of information that enhances the customer experience,” says Anthony Gaskell, Reputation’s EMEA Managing Director, “The hospitality industry is competitive.

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Hospitality Study Consumers Social Media 52

CSM Magazine

AUGUST 22, 2023

But how can hotels stay on top of their Customer Experience (CX) game using chatbots? These advanced virtual assistants represent a harmonious fusion of technology and hospitality, encapsulating the ethos of modern guest services. The key lies in crafting up-to-date chatbot flows and experiences.

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Hotels Chatbots Hospitality Guest Experience 52

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. We sell “ service.”.

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Hospitality Industry Hotels Course 100

West Monroe

FEBRUARY 10, 2022

While this existed before COVID-19, the pandemic's rapid changes have catalyzed unprecedented investments: Now more than ever, hospitals and health systems are reallocating resources toward patient-centric digital excellence.

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Hospitality System Resources Measurement 52

Interactions

MAY 20, 2021

High expectations and a hiatus from adventure means that customers expect travel and hospitality businesses to be operating at optimal efficiency. . How can brands be prepared for the dramatic (yet unpredictable) shift in demand while maintaining high quality customer experience? Reduce Employee Effort.

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Hospitality Travel Brands Self Service 62

Bizagi

JUNE 17, 2020

It’s a solution to help companies, including existing customers, to design their ‘new normal’ for business operations, while keeping employees and customers as safe as possible. Importantly, customers want to feel safe. So what can providers in the hospitality industry do to help customers feel at ease? .

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Hospitality Industry Travel Airlines 67

Steve DiGioia

MAY 23, 2022

It should match the tastes, needs, and expectations of the customers who frequent the business. 10 Smart Ways to Cater to Your Local Customers. Celebrate the national holidays of your customers with signage, decorations, and even music to match the occasion. RELATED POST: What is Customer Service, Really? Give them a try!

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Sports Fashion Hospitality Hotels 361

Ann Michaels and Associates

JUNE 5, 2020

Interesting enough, there is a similar pivot within the hospitality industry. For most consumers, the customer journey begins with online reviews. The Retail & Hospitality Shift. appeared first on Inside the Customer Experience. Transparency is vital as you build your online brand and community.

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Hospitality Retail Social Media Hotels 59

Maru Group

AUGUST 13, 2020

The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. Maru/Matchbox recently facilitated a conversation with a group of hospitality professionals, to provide a forum for the exchange of ideas and to better understand the revolution currently underway.

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Hospitality Industry Hotels Tourism 52