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.

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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.

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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.

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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

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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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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.

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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.

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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®.

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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.

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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.

100

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.

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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.

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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.

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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.

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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.

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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

100

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

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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

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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.

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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?

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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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Improve Customer Experience in Healthcare: 4 Podcast Interviews

Customer Bliss

When someone has a good experience at a hospital or with a doctor, it can be life changing. Jude Children’s Hospital. As with Geeta and my other guests, Alan spent a lot of time listening to others and gathering internal information on the operations of the hospital.

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2017 proves a productive year for OpinionLab CSR team

OpinionLab

You have all helped us make a difference in the lives of hospitalized kids across the US!” Lurie Children’s Hospital of Chicago while Wilmington had their own toy drive for Domestic Violence Shelter and Services, Inc.

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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

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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.

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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

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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

148

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.

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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

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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

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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

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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.

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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

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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.

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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

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The Customer Journey in Finance

ReviewTrackers

Hospitals have the least amount of continuous data, he says. Fenwick, president and CEO of Boston Children’s Hospital, said data is crucial for the management of patients across the spectrum of care. Education Banking Healthcare hospitality Insurance

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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

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Is the Future of Hotel Brands Non-Hotel Brands?

Smith+co CX

This seems to be happening in hospitality, particularly within the hotel experience. In sharp contrast then, are the brands that already deliver a hospitable, clean and simple customer experience. Blog Customer Disruptors Experience Hospitality Hotels

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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.

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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

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