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.

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.

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®.

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?

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

Customer Bliss

How do you define patience experience in a hospital? Still relatively new to his role at Cedars-Sinai, Alan walks us through the steps he took to define his position and lead a patient experience transformation throughout the hospital.

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!

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. .

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.

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.

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.

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.

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 ?

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

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.

Social Intelligence Insights for the Hospitality Industry Revealed

NetBase

No industry is immune to change – and the hospitality industry is no exception. The success of Airbnb is the biggest modern example of this for the hospitality industry. What’s the next big thing in hospitality?

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.

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.

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.

Building Strong Hospital Digital Experiences featuring Connective DX and Johns Hopkins

Connective DX

Hear the top findings from this year’s Hospital Digital Index (HDX-15) Research Report, and catch a guest appearance by Aaron Watkins, who leads digital strategy at Johns Hopkins Medicine

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.

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.

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.

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.

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.

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.

Beyond the Hotel: Earning Guest Loyalty with Hospitality Tech

Currency Alliance

Restive guests: understanding hospitality loyalty. A recent Deloitte report said that hotels should double down on this advantage by “exploring the power of adjacent spaces”[iv]; hospitality marketing technology firm HEBS Digital said a hotel should be “hero of the destination”[v].

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.

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.

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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

CX Conversations Episode #1 – The State of Customer Experience in Healthcare with Rajarshi Sen, Manager, Operations & Strategic Initiatives at Kamineni Hospital

Customer Guru

In this episode of CX Conversations, our guest – Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals – joins our host – Vivek Jaiswal – to discuss the state of customer experience in Healthcare.

New Industry Survey Focuses on Travel & Hospitality

COPC

Full Travel & Hospitality Report Now Available! In this inaugural edition, travel & hospitality is the first industry in the spotlight. The survey results proved revealing, offering a glimpse into the customer experience of travel and hospitality consumers, including customer care, purchase preferences and behaviors, and what it means to consumers to be brand loyal. REGISTER FOR THE UPCOMING WEBINAR TO DISCUSS THE FINDINGS OF THE TRAVEL & HOSPITALITY SURVEY.

42nd World Hospital Congress | Brisbane, Australia | 10. – 12.10.2018

Happy or Not

Industry: Healthcare Booth: 50 Participants: PushMyButton The World Hospital Congress, under the umbrella of the International Hospital Federation, is a unique global event that brings key health leaders together annually to share views and experiences, network and develop excellence in healthcare and hospitals leadership. The post 42nd World Hospital Congress | Brisbane, Australia | 10.

How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience

Customer Bliss

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. It was important to understand where the hospital currently was so he could determine the baseline.

System 183

Pet-Friendly Hospitality And Human-Friendly Customer Service

Micah Solomon

Which is probably a good trait for keeping me sharp in my work as a hospitality and customer experience consultant , keynote speaker, and author. And where service—hospitality– like this can shine. A dog walks into a hotel lobby. I can be a little hard to impress.