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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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®.

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.

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.

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.

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.

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.

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

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?

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.

eBook 63

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

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

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

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

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.

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.

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.

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

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

Travel 166

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.

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.

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

Better Experience = Better Business | a Case Study: Vacasa

Storyminers

Adaptive Enterprise Case Studies Customer Experience Strategy Great Experiences Service Design Strategy adaptive enterprise business design case study culture hospitality matterport vacasaBusinesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. That’s why Vacasa , a vacation rental property management company, caught my attention.

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.