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.

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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.

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.

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.

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.

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

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

Tips 42

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.

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.

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

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.

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

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

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.

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.

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.

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

Is the Latest Trend in Restaurants a Trip to CX Mediocrity?

MaritzCX

Union Square Hospitality, which runs 13. A number of restaurants in New York City have started shifting the model for paying their wait staff by eliminating tipping of its servers, while significantly raising the hourly wage and menu prices by as much as 20% to 30%. Most recently Meadowsweet in Brooklyn has joined this trend. View Article

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.

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.

Revolutionizing Service Culture in the Healthcare Industry

Up Your Service

For example, in the USA, government reimbursement for inpatient care is now directly connected to each hospital’s patient survey responses, which are also publicly reported. Current research confirms that hospital quality metrics improve as patient experience scores improve.

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.

Service Untitled» Blog Archive » Hospitals need better customer.

Service Untitled

We had been riding our horses, and she kept complaining of abdominal pains, so I ended up driving her to the hospital and staying with her until she was admitted and her family arrived. Shouldn’t hospitals provide customer service?

Omnichannel Solutions Offer 30% Reduction of Call Abandonment for Carlson Rezidor

inContact

When it comes to competitive industries, few rank higher than hospitality. We differentiate ourselves in the highly competitive hospitality sector by how we handle our guests,” explained John Zurn, Senior Director of Reservations and Customer Care. “We

Are Your Customers Experiencing Unconditional Service?

Wired and Dangerous

Bank customers want accuracy; hospital patients desire cleanliness; and airline passengers expect safety. Ramen is a traditional Japanese noodle dish that, well prepared, is a highly-desired delicacy. That is the back story for the movie, The Ramen Girl.

My Latest Podcast on Customer Experience

Steve DiGioia

on Hospitality Academy.net This original article was written by Steve DiGioia. Today’s media can sometimes be so impersonal. Bland letters on a screen, maybe spiced-up with a photo or two to entice you to visit the site or read an article.

Customer Service: Listening Beats the Checklist Every Time

Steve DiGioia

A Hospitality Story… A customer arrived at a well known hotel chain on a Sunday to deliver a workshop on Monday and Tuesday at her client’s site. Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia.

Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56

Customer Bliss

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry.

Podcast: Inside the Four Seasons Approach to Five-Star Service

Bain

And Four Seasons has been setting high standards for luxury travel—and hospitality in general—ever since. Hotels didn’t always give out free toiletries.

Hospitality Is Not Just For The Hospitality Industry | Don’t Trust Your Customers | Uber Is Systemized Hitchhiking

The DiJulius Group

The DiJulius Group Welcomes Katie Mares, CXC Due to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Katie Mares. A former Customer Experience Executive of multiple TDG clients, Katie has been working with the X-Commandments methodology since 2011. She is also an instructor in the CXE Academy. […]. Customer Service

What’s The Difference Between a Customer and a Guest?

Steve DiGioia

A person to whom hospitality is extended. there IS a difference? This original article was written by Steve DiGioia. How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet?

Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment

MaritzCX

When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. So, to be effective, hospitals must have engaged employees, as their reputation and revenues - and their ability to mitigate risk - depend on it