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.

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.

Why You Need a Location Page for Every Doctor at Your Hospital

ReviewTrackers

Here’s why you need a location page for every doctor at your hospital. The higher you rank, the more likely consumers will find a doctor, or one of the locations of your hospital. Google is the link between your healthcare organization and the consumer.

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.

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.

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". What 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. One of the key characteristics of human worlds is the presence / absence of others.

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.

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

Why Children’s Hospitals Should Take A Closer Look At The Digital Experience

ForeSee

Let’s face it health care professionals, the front door of your hospital is no longer your front door — and it is not the emergency room either. The post Why Children’s Hospitals Should Take A Closer Look At The Digital Experience appeared first on ForeSee. But if that’s. Health Care Customer Experience health care

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.

Operationalizing the Guest Experience for Hospitality

ENGAGE.cx

The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure.

Medicare forcing hospitals to improve their customer service

Service Untitled

In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. Was the hospital quiet at night? Some hospitals are really taking the new Medicare initiative seriously.

Memorable Customer Experience: Far Deeper Than a Smile | #CX

Kate Nasser

Customer Service Employee Engagement Hot Topics and New Bits inspiration call center care contact center Customer Care customer experience customer satisfaction emotional intelligence hospitality hotel memorable people skills Ultimate Customer Service

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.

Complaining Customers Aren’t Looking for Excuses

ShepHyken

App Customer Experience Customer Service Training customer complaint hospitality and service listen to your customersThe other night, I was out with some friends. We were at a well-known place, listening to music and relaxing.

Do WE Belong? Experience is Always Personal

360Connext

Blog Customer Experience customer service Featured Microinteraction of the Month Opinion Review guest experience hospitality linkedin loyalty personalization travel travel experience

The power of the frontline

Customer Enthusiast

customer customer experience engaged hospitality indifference interested perception retail Training VansMy family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico.

Simple Words and Phrases Can Enhance the Customer’s Experience

ShepHyken

App Customer Experience Customer Service Culture communicating with the customer customer confidence hospitality and serviceThe words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing.

Three Ideas to Re-Humanize Patient Experience

Experience Matters

I was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. Customer Connectedness Customer experience Barry Schwartz Cleveland Clinic Healthcare Healthcare reform John Stossel New York-Presbyterian Hospital patient experience

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.

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

Caught in the Act of Creating a Phenomenal Experience

PeopleMetrics

When Sage Hospitality Group reopened the property under The Logan Hotel brand in 2015 , they brought Anthony along. What is so unique in today’s hospitality culture (hotels, restaurants) is that Anthony not only has an upbeat attitude, but he is also remarkably authentic. He is not scripted or robotic which has, unfortunately, become the new normal with how so many hospitality companies are run. Customer Experience Customer Centricity Hospitality

Turn a Complaint into an Opportunity to Increase Customer Loyalty

Up Your Service

Service Recovery & Guarantees hospitality service recoveryWhen you cannot deliver the service you promised to your customer, what do you do? Let’s face it. We all have days when we disappoint customers for various reasons.

5 Top Customer Service Articles For the Week of April 3, 2017

ShepHyken

One of the most powerful ways to think of customer service is with a “hospitality mentality.” There is a lot that any company in any industry can learn from the hotel and hospitality industry. Each week I read a number of customer service articles from various online resources.

Indulgent Customer Experience: Are You Ready to Frolic? | #CX

Kate Nasser

Customer Service Hot Topics and New Bits adaptability Call Centers Contact Centers customer experience fun hospitality hotel indultent Leadership memorable positive restaurant retail Ultimate Customer Service

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.

Hotel Reputation Management: 9 Best Practices and Tactics

ReviewTrackers

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. Education hospitality

Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience

Avaya

This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. This is especially true in hospitality, where over 75% of travelers consider their smartphones to be critical.

Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv

Kate Nasser

Customer Service Employee Engagement Hot Topics and New Bits Leadership Call Centers Contact Centers courtesy culture customer experience employee engagement hospitality Ultimate Customer ServiceThe ultimate customer service culture is not about employees first. It's about unity. 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.

CX Secrets: Keeping a CX Mindset

PeopleMetrics

High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. High-end hospitality companies approach their customers as guests. Customer Experience Hospitality CX Secrets

For Best Western, Social Engagement Boosts Occupancy Rates

Think Customers

Within the hospitality industry, Best Western and its properties have seen an uptick in occupancy rates that can be directly correlated to their social engagement efforts. In recent years, consumers have become increasingly comfortable with expressing praise and concern via social media.

Improving Every Patient’s Experience – CX Insights by Mr. John Punnoose, Independent Director and Mentor, Hospitals and Health Systems

Customer Guru

Healthcare has also evolved because of accreditation, quality standardization and adoption of best practices from sectors like hospitality and aviation industries. It also makes business sense, as hospitals make most of their revenue in the early days of the admission.

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.

Important CX watch: Danny Meyer on 60 Minutes

Customer Bliss

Danny Meyer has been at the forefront of restaurant/hospitality CX for years, as indicated in this 2012 Fast Company profile. It’s well worth a watch even if you don’t work anywhere near hospitality, because it can get you thinking in a number of new ways.

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

Why Physicians Should Care About Online Reviews

ReviewTrackers

According to Medicare.gov , the HCAHPS survey is the first national and standardized reported survey of patient perspective on hospital care, with more than 4,000 hospitals listed as having utilized the survey.

Long-term care needed: The cure to health care’s patient experience problem

Vision Critical

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. But the journey towards a seamless patient experience requires a long-term commitment from hospitals and other health care organizations.

5 Top Customer Service Articles for the Week of September 18, 2017

ShepHyken

25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” Important: This information goes beyond the hospitality industry.

Healthcare WebSites CMS – Ordinary or Customized?

CSM Magazine

The healthcare sector does not lag behind, and many organizations and institutions like hospitals have already launched their websites. Hospitals, as a rule, have many specialization areas from diagnostics to surgery and consulting services.