Service or Hospitality?
Customer Enthusiast
MARCH 27, 2024
I learned the distinction between service and hospitality. Service is the action of helping or doing … Continue reading "Service or Hospitality?"
You Can’t Forcefully Increase Employee Engagement (BONUS: 3 Interview Questions Included)
Michel Falcon Experience
NOVEMBER 20, 2019
Employee engagement strategies are one way that I’ve built my business and career. My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Please know that our company has nearly 200 employees so I’ve seen this firsthand. She is already engaged!
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Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment
InMoment XI
OCTOBER 28, 2008
When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people.
Hospitality 
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Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment
InMoment XI
OCTOBER 28, 2008
When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people.
Hospitality 200
200 
Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment
InMoment XI
OCTOBER 28, 2008
When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people.
Hospitality 200
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The impact of accretion in hospitality
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
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Three Ways Journey Mapping Can Drive Employee Engagement
SuiteCX
FEBRUARY 15, 2016
One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.
10 Employee Engagement Practices for Restaurants in 2022
Zonka Feedback
MARCH 28, 2022
That means almost three-quarters of your employees will not stay for a whole year. Businesses like restaurants and hospitality where they need staff in every part of the work, make it even difficult to sustain. But when it comes to restaurants, the number is as high as 75%. So what is the solution?
When Employee Engagement Goes Wrong
CSM Magazine
APRIL 9, 2019
Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Employees grew to despise the company. Incentivized Fraud.
How Sentiment Analysis Improves Employee Engagement in Healthcare
Wootric
OCTOBER 19, 2018
In the healthcare industry in particular, where burnout rates have been increasing at alarming rates, monitoring employee sentiment and getting feedback to improve their engagement is crucial. Understanding employee sentiment is a critical responsibility of HR, especially in healthcare. Employee Turnover and Absenteeism.
How to use data to enhance employee engagement in healthcare
SurveyGizmo
JUNE 19, 2018
What really is employee engagement? As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. Related: 3 Types of Employee Satisfaction Surveys That Will Benefit Your Business.
The “More Than Perfect” Business Model
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways?
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The “More Than Perfect” Business Model
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways?
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Secrets to Incredible Customer Service with Paul R. Jones
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. Are they listening?
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How to Engage with your Remote Employees During a Pandemic
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.
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How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience
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. Extending beyond the front door handshake, these greeters are trained to look for those who may look confused and engage them.
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5 Customer Experience and Employee Engagement Tactics I Used to Open a Business with 100 Employees
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. Is it challenging?
50+ Customer Engagement Statistics for 2020
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.
How to Engage with your Remote Employees
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.
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The CX Champions Who Deserve More Than Just A Prize- Feb ‘19
CloudCherry
MARCH 14, 2019
He is specialized at finding training employees to understand customer journeys and he is well versed in a variety of skills like CX disciple, employee engagement, etc. Christopher has been in the hospitality industry since 1997 and his long journey makes him an expert at understanding the importance of customer feedback.
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Whatever your title or position, be a servant leader to all generations, especially Gen N.
Bill Quiseng
MARCH 20, 2024
A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. You will inspire and empower them to develop themselves and engage others. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. What do you think?
Leadership 97
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The CX Champions Who Deserve More Than Just A Prize- Feb ‘19
CloudCherry
MARCH 14, 2019
He is specialized at finding training employees to understand customer journeys and he is well versed in a variety of skills like CX disciple, employee engagement, etc. Christopher has been in the hospitality industry since 1997 and his long journey makes him an expert at understanding the importance of customer feedback.
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210 The Hospitality Sweet Spot
Customer Enthusiast
JANUARY 2, 2018
He has succeeded by honoring the hospitality “sweet spot,” where exceptional customer service and uncompromising character intersect. Thank you, Ed, for your lessons in hospitality over the past two decades and, more so, for your personal example. Don’t settle for ordinary. Choose extraordinary.
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Reading the pulse of patient-centric health care
Alida
NOVEMBER 10, 2017
In his consulting practice, Bennett works with hospital systems, vendors and startups to understand how health care organizations can improve the patient experience and navigate disruption. Their expectations are also rising as other sectors such as retail and hospitality raise the bar for customer experience. .
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SMS Survey Best Use Cases
GetFeedback
APRIL 29, 2019
Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text. Employee engagement feedback. Your employees are a vital part of your organization. Event feedback. Post-checkout feedback.
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Health care mergers and acquisitions: Why patients and employees should come first
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.
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Customer Advocacy is Not What You Think
Experience Investigators by 360Connext
SEPTEMBER 22, 2014
The term advocate is used a lot when referring to kids in the court system, patients in hospitals, and others who can’t necessarily stand up for themselves. Customer Engagement Customer Experience customer service Featured communication customer advocacy leadership linkedin'
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5 Meaningful Ways to Honor Nurses and Healthcare Workers
Hallmark Business Connections
APRIL 14, 2021
Sometimes known as National Hospital Week (May 9-15), this holiday can serve as a call to build up our tired, mentally exhausted healthcare teams and propel them forward into a brighter future. During National Nurses Week and Hospital Week, make a plan for how to extend your gratitude toward those dear to your team.
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Improving patient experience by engaging your employees
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. Well, the short answer is a resounding yes. Register for Webinar.
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Who’s Improving the REAL Experience of Healthcare Customers?
Experience Investigators by 360Connext
DECEMBER 4, 2014
An ER visit is represented with separate bills from the hospital, the radiology department, the medical device unit (huh?), At the time, in pain or bleeding or in general discomfort, you probably forgot to ask questions like “is this doctor the most expensive guy in the hospital?” and the doctor.
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How To Build Your Customer Experience Strategy By Asking Yourself These Three Questions [2020 Edition]
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. Not only that, he’s doing so in hospitality (the same industry that I’m in) which is renowned for being one of the most competitive.
5 Top Customer Service Articles for the Week of November 26, 2018
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.
Establishing Employee and Customer Engagement with Suzzanna Rowold
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. Listen Now: Listen to “Best Practices of Employee and Customer Engagement | Suzzanna Rowold” on Spreaker.
Do You Care About Your Employees?
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? Each one on its own is bad; all of them combined are insane.
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Improving patient experience by engaging your employees
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. Transform the Patient and Employee Experience.
Engagement 20
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3 Things You Must Have to Become a Great Place to Work
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.
Slippery Customer Service Issues Put Companies on Thin Ice
Experience Investigators by 360Connext
NOVEMBER 19, 2014
After ignoring complaints for decades, the new VA Secretary, Bob McDonald, is visiting with vets in hospitals and even released his mobile phone number to the public to try to streamline solving problems. The new head of the embattled and embarrassed Veterans Affairs is trying his best to do that.
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Annette Franz: Values Create Value.
Bill Quiseng
MARCH 15, 2022
All of that leads to employee happiness and engagement; a more creative, innovative, and productive workforce that puts out quality work; and employee loyalty. In it, they highlighted several statistics about culture, performance, employee engagement, loyalty, and more. Culture is the foundation.
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Company Culture of Truth: How to Get Employees Speaking With Conviction and Honesty
Michel Falcon Experience
APRIL 15, 2020
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. All employee surveys are going to be received with names attached.”. My real-world example of achieving this. Introducing Honest Conversations to Your Company.
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Customer Service Skills, Strategies, and Mindset For 2020
Michel Falcon Experience
JANUARY 3, 2020
Being in hospitality, it’s easy for our team to consider the guest who orders the $300.00 Are you interested in improving your company culture, employee engagement, and customer experience? Make note of what responses you hear. I’m confident that you’re going to hear three different variations.
5 New Customer Service Skills Your Employees Need (and How to Train Them Properly in 2019)
Michel Falcon Experience
JANUARY 10, 2019
The five customer service training skills I’m going to share with you are ones that my management teams are currently training my employees with. Because some gestures – whether it’s your tone, the questions you ask the customer or your dialogue – will engage some customers and alienate others. I bet it does!
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Customer Experience Influencers You Must Follow – Part 2
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. Nancy Porte.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
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.
5 Top Procurement Tips for Seeking an Outsourced Contact Center
BlueOcean
JUNE 21, 2017
Ask pointed questions about an outsourcer’s corporate culture, hiring process, and employee engagement practices. Is it welcoming and hospitable? Do agents appear engaged and motivated? Assess the body language of everyone you meet and evaluate how relaxed and spontaneous conversations are with employees and leaders.
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