How to Improve Customer Centricity in Hospitality

C3Centricity

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland.

When Hospitality is Not Hospitable. 5 Learnings for Every Industry

C3Centricity

This hospitality outlet certainly has a lot to learn about customer centricity! Whether you are in hospitality or not, putting the customer first makes good business sense. The hospitality industry is both simple and complex for customer centricity improvements.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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. In this case, the idea of a real-time status screen is great, but the hospital needs to provide status items that are meaningful for family members in the waiting room.

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

We'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. Customer Service Video

Patient Confidence Drives Highest Hospital NPS

Experience Matters

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. The post Patient Confidence Drives Highest Hospital NPS appeared first on Customer Experience Matters®.

How SevenRooms Pivoted To Help Support The Hospitality Industry

Totango

SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences. As many of us know, COVID-19 has been especially hard on those in the hospitality industry.

Talkdesk for Travel & Hospitality: Move to the cloud now

Talkdesk

However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response. The post Talkdesk for Travel & Hospitality: Move to the cloud now appeared first on Talkdesk “Talkdesk works well with remote teams.

How to market great hospitality brands with text analytics

Keatext

The post How to market great hospitality brands with text analytics appeared first on Keatext. Marketing marketing

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?

Does Your Hospital Treat Patient Families Like This?

CX University

An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Early May of this year I took my cousin to Pennsylvania Hospital in the Society Hill section of Philadelphia for a same-day surgical procedure. Would you return to this hospital?

Does Your Hospital Treat Patient Families Like This?

CX University

An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Early May of this year I took my cousin to Pennsylvania Hospital in the Society Hill section of Philadelphia for a same-day surgical procedure. Would you return to this hospital?

Vacation from Lockdown: How CoronaPass is Set to Revitalize the Hospitality Industry

Bizagi

So what can providers in the hospitality industry do to help customers feel at ease? . CoronaPass in Action in the Hospitality and Travel Industry. The travel and hospitality industry is just one of many that could benefit from pass-based safety systems that reduce risk.

Predictable Vs. Experience. The Retail & Hospitality Shift.

Ann Michaels and Associates

Interesting enough, there is a similar pivot within the hospitality industry. The Retail & Hospitality Shift. There are over 74,000 clothing boutique businesses in the United States.

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. Jude Children’s Research Hospital, visit stjude.org. . Jude Children's Research HospitalI hope you had a fantastic CX Day last week!

The Hospitality Sweet Spot

Customer Enthusiast

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. Ed and Gayle Novak.

Reflections of the Cornell Hospitality Research Summit

MaritzCX

A couple of weeks ago I attended the Cornell Hospitality Research Summit in Ithaca, New York. It was a unique event in that it focused two days on research being conducted in the hospitality sector by both academics and industry practitioners. For someone like myself who has spent time in both worlds, it was as. View Article. Retail

Reflections of the Cornell Hospitality Research Summit

MaritzCX

A couple of weeks ago I attended the Cornell Hospitality Research Summit in Ithaca, New York. It was a unique event in that it focused two days on research being conducted in the hospitality sector by both academics and industry practitioners. For someone like myself who has spent time in both worlds, it was as. View Article

Reflections of the Cornell Hospitality Research Summit

MaritzCX

A couple of weeks ago I attended the Cornell Hospitality Research Summit in Ithaca, New York. It was a unique event in that it focused two days on research being conducted in the hospitality sector by both academics and industry practitioners. For someone like myself who has spent time in both worlds, it was as. View Article

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

Customer Bliss

Jude Children’s Research Hospital which I visited a few weeks ago. Jude Children’s Research Hospital. Jude Children’s Research Hospital, visit stjude.org. .

Vanderbilt Children's Hospital, Masters of CX Design

CX Accelerator

Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. Before we talk about anything CX related, I would like to say that the nurses, doctors, and supporting staff who serve in a children's hospital are remarkable people.

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

Avaya

We especially see this in one of today’s most customer-centric industries: hospitality. This is a serious issue, considering that the hospitality industry is coming off five consecutive years of employee turnover rate increases.

Unpacking the 2018 Hospital Digital Experience Index

Connective DX

Each year, Connective DX creates an in-depth benchmarking study entitled the Hospital Digital Experience Index (HDX) comparing and ranking the digital experience of the top fifteen hospitals in the US News & World Report rankings.

Hospitality Reviews: A Winning Marketing Strategy in the Travel Industry

Grade.us

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.

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

Up Your Service

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing.

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 ?

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

ShepHyken

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. Hospitality, we can say, is a pretty ‘old’ industry.

How to market great hospitality brands with text analytics

Keatext

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

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

Steve DiGioia

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.

OpinionLab Toy Drive supports Chicago children’s hospital

OpinionLab

[+] Impact, our Corporate Social Responsibility Group, was delighted to organize a Toy Drive in the OpinionLab Chicago office in the run up to the Christmas holidays in support of a local children’s hospital.

OpinionLab Toy Drive supports Chicago children’s hospital

OpinionLab

[+] Impact, our Corporate Social Responsibility Group, was delighted to organize a Toy Drive in the OpinionLab Chicago office in the run up to the Christmas holidays in support of a local children’s hospital.

Customer Success Story: Nicklaus Children’s Hospital

ReviewTrackers

” Customer Success Story: Nicklaus Children’s Hospital. Nicklaus Children’s Hospital is one of the leading pediatric hospitals in the nation. There is a vital shift happening right now in healthcare.

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

Bill Quiseng

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. While I was quoted in the first chapter, I bought the Kindle version for the invaluable insight shared by some real hospitality heavyweights.

eBook 137

How top hospitals win in the age of the empowered patient

Connective DX

In the age of the empowered patient, hospital websites are more important than ever. See how top hospitals are delivering better digital experiences before, during and after patients walk through the front door.

How Hospitals Can Manage Call Volume During the COVID-19 Pandemic

West Monroe

There’s no question the COVID-19 crisis is deeply impacting our nation’s hospitals and health systems – and the reverberations will likely be felt for years to come.

Why Customer Service Matters Most in the Hospitality Industry

CSM Magazine

However, it is especially important within the hospitality industry. While some sectors may be able to get away with focusing a little less on delivering good customer service, for those within the hospitality sector it’s paramount to their success.

How to create better experiences in the hospitality industry

Qualtrics

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. Using X-data in hospitality.

Building the Perfect Online Listing in the Hospitality Industry

Grade.us

Businesses in the hospitality industry live and die by two things. General advice for any hospitality specific review site. Online reviews are essential to any business's success, especially in the hospitality industry.

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

ForeSee

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