InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation. More on this later.)

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Experience Investigators by 360Connext

NOVEMBER 20, 2014

With many SaaS products, the end-user is not the client, and their experience must be factored into the customer success equation. Much of what makes for exceptional experiences is simple, clear, and transparent communication.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

InMoment XI

SEPTEMBER 18, 2024

A positive experience doesn’t just create happy patients—it builds trust, fosters loyalty, and can even lead to better health outcomes. What is Customer Experience Management in Healthcare? Wait Times : Long wait times can quickly sour an otherwise good experience. Ready to start transforming your healthcare CX?

Healthcare 195

Healthcare Customer Experience Wait Times Touchpoint 195

CSM Magazine

NOVEMBER 11, 2024

Diverse Career Opportunities: Customer service managers can work in a wide range of industries, from retail and hospitality to finance and healthcare. Client Service Manager: Serves as the primary point of contact for key clients, managing their accounts, addressing their concerns, and ensuring a high level of service.

Tips 52

Tips Customer Service Management Contact Center 52

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer.

ROI 284

ROI Customer Experience NPS Financial 284

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). Maury is very active in the community. The communication was always rooted in “why.”

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Lumoa

NOVEMBER 29, 2021

Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward. However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. 5) How much does fixing this issue cost?

ROI 243

ROI Customer Experience NPS Financial 243

ijgolding

DECEMBER 11, 2017

I was expecting a relatively formal atmosphere, so I was not prepared for the warmth of the Japanese omotenashi (hospitality) which completely bowls you over. So, was the customer experience different in Japan? Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience 166

Customer Experience Travel Transportation Training 166

BirdEye

APRIL 1, 2025

Its online reviews , the most powerful and public reflection of your hospitality. This blog explores how hotel owners, general managers, and marketers can master hotel review management in 2025. Heres why responding to online reviews matters in hotel management service: 1. Its time to stop reacting and start leading.

Hotels 52

Hotels Management Guest Experience Hospitality 52

BirdEye

SEPTEMBER 26, 2023

Clinics and hospitals can also improve patient experience by streamlining operations by introducing artificial intelligence in repetitive tasks such as generating reports, setting up reminders, and automating payments, to name a few. As a result, admitted patients got a hospital bed 38% more quickly.

Healthcare 111

Healthcare Hospitality Social Media Wait Times 111

InMoment XI

SEPTEMBER 25, 2024

By leveraging complex algorithms, machine learning techniques, and vast amounts of linguistic data, NLP aims to bridge the gap between human communication and computer understanding, transforming how we interact with technology in our daily lives. These tools can understand and answer customer questions quickly.

Data 195

Data Social Media Net Promoter Score Analysis 195

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? That’s great!

Company 117

Company Net Promoter Score Hospitality CEM 117

Customer Guru

JANUARY 16, 2018

Ajay Nambiar, currently working as the Customer Service & Facility Management Head at L&T Realty, and having worked with brands like ITC Sheraton, BPL US West, Sify, Yahoo, Holiday Inn, Mahindra Holidays and Emaar India, showcases executive leadership in Service Excellence and Business Operations.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today.

Analytics 195

Analytics Data Effort Score Social Media 195

BirdEye

DECEMBER 28, 2024

Traditional communication channels often fall short, leaving patients frustrated and uncertain. This blog post explores how AI chatbots transform healthcare communication and provides insights into their potential to reshape patient experiences. Healthcare is complex, time-sensitive, and deeply personal.

Healthcare 52

Healthcare Chatbots Multi-Channel Insurance 52

BirdEye

MARCH 3, 2025

When engaged and informed, patients are more likely to take control of their well-being, follow treatment plans, and communicate effectively with their healthcare providers. This, in turn, leads to better health outcomes, improved satisfaction, and a more collaborative care experience.

Healthcare 52

Healthcare Tools Engagement Social Media 52

BirdEye

FEBRUARY 6, 2023

The advancement in communication technology has impacted patients and service providers in the healthcare industry. By leveraging social media in healthcare marketing, hospitals, clinics, individual professionals, and brands can work on building a solid online reputation. Be sure to avoid jargon and communicate in plain language.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

BirdEye

JANUARY 24, 2025

With Birdeye Social AI, one of the best AI tools for social media , hotels can scale their efforts, streamline social media management and get more bookings while staying ahead in the competitive. Boost brand visibility among global and local audiences Hotels operate in a highly competitive hospitality industry where standing out is key.

Social Media 52

Social Media Hotels Strategy Marketing 52

BirdEye

DECEMBER 19, 2024

They needed an automated solution to collect, manage, and leverage guest reviews while maintaining their reputation for exceptional hospitality. Stephanie Holmes, Director of Guest Services, Fireman Hospitality Group Listing AI Accurate listing management is crucial for businesses looking to maintain a strong local presence.

Strategy 52

Strategy Marketing Social Media Hospitality 52

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He is a leading contributor to Tourism, Hospitality and Service Industries alike. Marsha Collier Tweet to @MarshaCollier. Palo Alto, CA.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

BirdEye

AUGUST 28, 2020

Communicate with your team. Case study: Hillcrest Animal Hospital. Hillcrest Animal Hospital is a full-service animal hospital and pet hotel based in Missouri and a BirdEye client. Here’s how the clinic uses BirdEye to better understand customer feedback. Want to see more tips and tricks?

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

BirdEye

JUNE 5, 2024

Doctor-patient communication is no longer confined to the hospital walls. Now, the digital experience is a key part of healthcare too. Because of this, it’s critical for healthcare brands to choose a secure messaging solution for their patient communications. How to choose a secure HIPAA-compliant text messaging solution?

Healthcare 59

Healthcare Multi-Channel Hospitality Self Service 59

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

BirdEye

SEPTEMBER 27, 2021

SMS Marketing tips to boost engagement Text messaging templates for business Start messaging your customers with Birdeye Birdeye Webchat Birdeye Messaging Business text messaging software – Get connected with Birdeye. It’s important to meet your customers where they are and texts also have a higher open rate. Don’t believe us?

Marketing 98

Marketing Tips Infographics Connections 98

Customer Guru

MARCH 7, 2018

Sue Duris – Director of Marketing and Customer Experience, M4 Communications, Inc. Sonia Bhatia Salmin – Customer Experience Specialist. Coming from the hospitality industry, Sonia was already exposed to the world of customer experience management. Don’t believe us?

Fashion 113

Fashion Customer Centricity e-support Leadership 113

BirdEye

JANUARY 25, 2024

Property Management, Hospitality, and Healthcare lead in verification rates. Google Messages adoption The adoption of Google Messages varies significantly across industries, indicating diverse approaches to customer communication. Hospitality, followed by automotive and retail, leads in Google search views.

Automotive 59

Automotive Hospitality Healthcare Retail 59

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : www.kayejchapman.com.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BirdEye

NOVEMBER 30, 2023

Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial. Customer engagement and loyalty Social media allows for direct customer communication.

Social Media 116

Social Media Management Guidelines Brands 116

BirdEye

DECEMBER 27, 2024

Follow up meaningfully after private customer feedback before requesting public reviews. Creating an authentic review-generation culture requires strategic and thoughtful approaches that don’t feel forced or transactional. Design email sequences that prioritize guest satisfaction before mentioning reviews.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

NOVEMBER 8, 2024

Customers like it for its user-centric interface, which helps them discover local businesses, particularly in hospitality, retail, and travel. The platform’s gamified experience—like earning badges for check-ins—keeps users engaged.

Advertising 52

Advertising Connections Hospitality Industry 52

Hero Digital

JANUARY 16, 2019

Many healthcare companies are lagging behind on the urgent need for customer experience management in their organizations. A study from PwC shows that just 49% of consumers say that the healthcare customer experience is satisfactory. Joining the Customer Experience Revolution. Customer-first success!

Healthcare 49

Healthcare Hospitality Customer Journeys Airlines 49

BirdEye

OCTOBER 27, 2020

While NPS is an easy metric to communicate with other members of your organization, it’s difficult to do this with insights. Customer churn rate. Churn rate is the rate at which customers stop doing business with you in a certain period of time. For more information, check out our complete guide to customer experience.

Net Promoter Score 98

Net Promoter Score Metrics Measurement Effort Score 98

BirdEye

JANUARY 25, 2024

Property Management, Hospitality, and Healthcare lead in verification rates. Google Messages adoption The adoption of Google Messages varies significantly across industries, indicating diverse approaches to customer communication. Hospitality, followed by automotive and retail, leads in Google search views.

Automotive 52

Automotive Hospitality Healthcare Retail 52

BirdEye

SEPTEMBER 11, 2024

At the forefront are the primary caregivers—doctors, hospitals, and healthcare systems—who deliver vital services to patients. Behind the scenes, Electronic Health Record Management (EHRM) systems play a crucial role in modernizing care and housing sensitive patient information.

Healthcare 59

Healthcare Policies Hospitality Training 59

CSM Magazine

SEPTEMBER 12, 2024

Companies constantly search for staff who can not only handle customer needs but also provide client experiences that foster brand loyalty. A career in customer service provides numerous prospects for professional development. Understanding the Role of Customer Service Customer service is a variety of tasks.

Customer Service 52

Customer Service Customer Service Representative e-support Knowledge Base 52

BirdEye

SEPTEMBER 8, 2023

Manage Posts, Reputation, and Reporting across Locations Want to see the impact of Birdeye on your business? See Pricing FREE DEMO Review response management Just collecting reviews is never enough. All customer communications become fruitful when you engage with them, which is valid for reviews too.

Management 111

Management Social Media Multi-Channel Tools 111