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.

Engagement 52

Engagement How To Employee Engagement Hospitality 52

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? It features Bob Chapman, CEO of Barry-Wehmiller, and his approach to leadership that we can/should all learn from. He's a very genuine and caring person, and I love how he's trying to shift the leadership paradigm.

Leadership 169

Leadership Culture Hospitality Measurement 169

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'

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. 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.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

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.

Employee Engagement 112

Employee Engagement Culture Return on Investment Video 112

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. Ultimately, the success of a CX team reflects on the example set by the leadership. Both of those are extremely vital.”

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. Adrian Swinscoe . Annette Franz . Kate Nasser

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Bill Quiseng

MARCH 15, 2022

The foundation of a winning organization is leadership and culture. To do so, leaders must care about their people, create a culture that puts people first, and ensure that employees have a great experience. In it, they highlighted several statistics about culture, performance, employee engagement, loyalty, and more.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. It’s an ongoing leadership commitment driven by effective leadership.

Customer Service 100

Customer Service Hotels Leadership Culture 100

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.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

CX Journey

OCTOBER 6, 2016

They had a gym and a swimming pool for their employees. Guinness had a savings and loan division for staff, hospital and hospice stays were paid for, and employees received two-thirds of their salary if they were out sick. Tangerine tracks an employee engagement metric via regular surveys, but it's not just about a number.

Culture 169

Culture Banking Metrics Employee Engagement 169

C Space

APRIL 6, 2020

SAP stands with the WHO and supports its leadership in coordinating the global effort to mobilize the fight against COVID-19,” said Alexandra van der Ploeg, head of SAP CSR. The masks are used by hospitals in sub-intensive therapy. AWMH has pledged $100,000 to this fund,” stated the group.

Brands 52

Brands Hospitality Healthcare Banking 52

Kustomer

APRIL 8, 2021

On this, Stacy remarks, “Those are the leaders that also drive that engagement all the way through the organization. Engaging with the frontline agents who handle all things customer related is one of the best ways for a brand to become more holistically customer centric. Lot of great thought leadership coming from Stacy.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Russel Lolacher

APRIL 17, 2023

He he asked me when he saw me when my big day was, and I had recently gotten engaged. Ie I looked up leadership the other day, and I kid you not, the Oxford Dictionary of leadership is to lead people, I’m like, you just repeated the word again, it’s not defining anything. And we were friendly. Sorry about that.

Communication 52

Communication How To Leadership Meeting 52

Qualtrics

NOVEMBER 20, 2020

The coronavirus pandemic has made huge demands on employees in all sectors, as the global event and its ramifications change and disrupt every aspect of life. Leadership communication. Leaders must be present among and engaged with the wider workforce, and be able to clearly communicate their vision and values across the organization.

Healthcare 26

Healthcare Leadership Employee Engagement Hospitality 26

Kustomer

SEPTEMBER 17, 2020

Vipula has a wealth of experience, working in several industries from banking, to hospitality, to consulting. As a true expert in the field, her insights on customer and employee engagement are sure to help businesses improve their customer service experience. and has worked in hospitality and consulting and banking.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

Michelli Experience

JANUARY 12, 2016

Last week my son got married (which is very odd since I remember bringing him home from the hospital and certainly that couldn’t have been that long ago). This actually is a positive customer experience story AND it offers some important lessons for all of us seeking to drive customer loyalty. Back to the story….

Travel 100

Travel Airlines Hospitality Groups 100

Russel Lolacher

MARCH 6, 2023

I have such a frustration with organizations that love using their buzzwords, like diversity, inclusion and leadership, but never actually defining what those mean. What is the benefit of keeping older staff engaged in the workforce? First of all, you set a key million dollar word when you said engaged.

How To 98

How To Groups Advertising Course 98

Michelli Experience

NOVEMBER 8, 2017

I have been entrusted for years to work with leaders at this special place that delivers an elevated hospitality experience which consistently wins Conde Nast Readers’ Choice Award, TripAdvisor Travelers’ Choice Award, and so many other travel honors.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

COPC

JUNE 4, 2020

Q: What is TDCX doing in terms of remote working, employee skills, and performance management that can be considered best practices in the industry? I have always been a fan of authentic leadership and in times like this it is wonderful to see this being practiced and demonstrated in so many ways. About TDCX.

Contact Center 55

Contact Center e-support Connections Automotive 55

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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. 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.

Hospitality 236

Hospitality Insurance B2C Groups 236

Comm100

SEPTEMBER 22, 2016

Designer and consultant, Matt Watkinson, will teach you how to make changes and improvements to your customers’ experience through his casual and engaging writing style. The Amazon Way: 14 Leadership Principles Behind the World’s Most Disruptive Company by John Rossman. Customer Service Culture. Loyalty 3.0:

Customer Service 100

Customer Service Case Study Gamification Culture 100

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. 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.

Hospitality 210

Hospitality Insurance B2C Groups 210

Kate Nasser

MAY 31, 2017

The ultimate customer service culture is not about employees first. Leadership insights & lessons fr Kate Nasser, The People Skills Coach™. The post Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv appeared first on KateNasser.com. It's about unity.

Culture 41

Culture Customer Service Leadership Customers 41

Up Your Service

APRIL 1, 2018

Consider the hospitality industry, where hotels first offered clean and fairly priced rooms, then rose to meet the expectations of more efficiency with easier check-in and faster internet connections. You have younger customers, aging customers, and culturally diverse customers. How does it work? How can you make it work?

Customer Experience 80

Customer Experience Culture Hotels Customer Expectations 80

Up Your Service

APRIL 1, 2018

Consider the hospitality industry, where hotels first offered clean and fairly priced rooms, then rose to meet the expectations of more efficiency with easier check-in and faster internet connections. You have younger customers, aging customers, and culturally diverse customers. How does it work? How can you make it work?

Customer Experience 69

Customer Experience Culture Hotels Customer Expectations 69

ProProfs Chat

JUNE 26, 2019

Human resource survey question examples primarily deal with the questions related to employee engagement, satisfaction, and training & development. Use these sample employee survey questions as a base for your employee survey questions. Employee Engagement Survey Question Examples.

Examples 75

Examples Survey Feedback Net Promoter Score 75

Micah Solomon

OCTOBER 23, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. It’s easy to say, in a vague sort of way, that “employees are empowered to provide superior service.” Here are three ways to reach Micah: email, chat, web).

Culture 49

Culture Customer Service Company Hospitality 49

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Real Time Web Engage. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Michel Falcon Experience

APRIL 11, 2019

Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. I called the name of my company Falcon Consulting Group, because preemptively, I thought there was going to be tons of employees and a dope office. That’s essentially three things.

Culture 60

Culture Leadership Hospitality Meeting 60

Bill Quiseng

DECEMBER 24, 2022

Ever since I had my stroke in April last year, writing has been literally a labor of love. I hope that you have gained some insight into how to Deliver the World’s Best Customer Experience by not just serving to satisfy customers, but rather to WOW them. I want to thank each of you for reading my blog this year. I very much appreciate you.

Customer Experience 15

Customer Experience How To Hospitality Employee Engagement 15

Russel Lolacher

FEBRUARY 6, 2022

In episode seven of Relationships at Work, I hang out with Erin Hallett , the Director of Alumni and External Engagement at Cambridge Judge Business School and advocate for better mental health in the workplace. She’s the director of Alumni and external engagement at Cambridge Judge Business School. FULL TRANSCRIPT OF INTERVIEW.

Hospitality 52

Hospitality Culture Exercises Leadership 52

Michel Falcon Experience

APRIL 3, 2019

My industry is hospitality, and when we hosted our customer journey mapping workshop, we outlined 37 different customer touch points within the entire customer journey just for one customer persona. Thanks again for your help inspiring our culture and customer experience leadership. By no means is that common.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94