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. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry. The title of this week’s post might surprise you.

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 is certainly true for the hospitality industry, but less so for many other businesses in my opinion. Hospitality needs to be hospitable, but so does any customer facing business.

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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. Customer Connectedness Customer experience hospital experience patient experienceIt’s a great concept, keeping family members up to speed on the status of their beloved patient as he or she is in surgery.

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.

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®.

Defining the Chief Patient Experience Officer Role at Cedars-Sinai Hospital

Customer Bliss

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. The hospital’s executives didn’t know what the position should look like, but they knew this type of role was needed.

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!

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.

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

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. Move to the cloud and ensure Business Continuity Talkdesk Business Continuity for Travel & Hospitality is a program specifically targeted at keeping operations up and running at all times. The post Talkdesk for Travel & Hospitality: Move to the cloud now appeared first on Talkdesk “Talkdesk works well with remote teams.

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.

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. Before becoming the Chief Patient Officer at Cedars-Sinai, he was the program coordinator for the oncology program at Northside Hospital in Atlanta. He spent three years here traveling the country meeting with hospital executives all the way from HR to IT to finance.

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. The first hospital in the nation, Pennsylvania Hospital is now part of the world-renowned University of Pennsylvania Health system and was awarded the prestigious Magnet Status for Nursing in 2015.

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. The first hospital in the nation, Pennsylvania Hospital is now part of the world-renowned University of Pennsylvania Health system and was awarded the prestigious Magnet Status for Nursing in 2015.

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. People who work at SevenRooms, if they didn’t love the hospitality industry before, they do now.

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. Last week, our family dined for the last time at The Broker, a Denver restaurant founded 46 years ago by my father-in-law, Ed Novak.

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. According to Nicklaus Children’s Hospital’s marketing coordinator, Saran Zamora, and web marketing manager, Robert Prieto, company stakeholders wanted a better method for capturing patient feedback , particularly those posted on web review sites. There is a vital shift happening right now in healthcare.

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 ?

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. From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity. The statistics make it clear: consumers’ expectations for services are climbing year over year.

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. Included in that high number are online boutiques, who have brought a unique frenzy to the retail industry. Trendy, stylish, and exclusive. There’s been shift from “you’re a predictable brand I trust” to “I am loving this exclusive boutique experience.”

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. This week as Greece opened up its borders to European travelers ahead of the summer months, CrossBorderMedCare announced that it would be providing Bizagi’s CoronaPass solution to the hospitality industry in Greece in order to keep employees and traveling tourists as safe as possible.

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. There's a growing body of evidence that shows hospitality reviews are a life or death, make or break issue for companies in the hospitality and travel industries. Is a portfolio of strong hospitality reviews an unfair advantage?

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 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. For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation.

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

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.

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. The level of professionalism is usually higher in the hospitality industry and proper etiquette is at the forefront of what we must use. yesterday's service awards won't help your upset customer today!

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

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. I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service. Hospitality, we can say, is a pretty ‘old’ industry.

Hospitality Industry Review Management Tips and Insights

Grade.us

The link between reviews and revenue exists in every business, but it's more direct, and more obvious, in the hospitality industry. In fact, the review craze began with the hospitality industry. It's an essential form of digital marketing for every part of the hospitality industry. But for the hospitality industry, that number shoots up to 93%. Where the Hospitality Industry Should Focus on Receiving Reviews. The hospitality industry has the opposite problem.

How St. Jude Children's Hospital uses anthropology and ethnography to listen to its customers

MyCustomer

How hospitals apply a customer listening strategy Voice of the Customer.

How Prophet Creates Winning Hospitality Brands that Stand Out

Prophet

The post How Prophet Creates Winning Hospitality Brands that Stand Out appeared first on Brand and Marketing Consultancy | Prophet. This year, Prophet took home 7 Transform APAC Awards that recognized our work in brand strategy, design and innovation across a range of industries.