ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. A persona is an archetype of your ideal customer. How do they consume content?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

C3Centricity

OCTOBER 22, 2018

I ended up spending a night in a local University Hospital for the first time in my adult life. All these experiences of hospitals and doctors gave me the superb opportunity to see the health service from the patient’s perspective. As anyone who has been to the emergency room of a hospital knows, patience is important.

Healthcare 228

Healthcare Consumers Customer Service Company 228

Customer Bliss

JUNE 9, 2021

Airbnb takes the high road by showing employees how to embrace the coda “belong anywhere:” building its culture of “belonging.” Fred Reichheld was one of the first to connect the dots between “golden rule behavior” and business growth. For REI, Black Friday is a family day, not a commerce day. ” Lean into transparency.

Leadership 288

Leadership Hospitality Customer relationships Company 288

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. With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

BlueOcean

DECEMBER 2, 2024

When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. Paul has earned acclaim for his outstanding management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Empathy is key.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

eglobalis

JANUARY 7, 2025

Example: Philips Healthcare redesigned its patient monitoring systems by adopting Design Thinking principles, resulting in tools that were not only user-friendly for medical professionals but also reduced patient anxiety during hospital stays. Lets connect, and share your insights!

B2B 230

B2B Company Customer Journeys Innovation 230

InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 195

Hospitality Call Center Retail NPS 195

InMoment XI

DECEMBER 17, 2024

Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates. Since the CX manager will touch many departments, it is important to take the time to ensure that they are also a cultural fit for your company.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Blake Morgan

DECEMBER 30, 2024

The hospitality industry in 2024 continues to prioritize emotional connections and guest well-being as key differentiators, with U.S. hotel occupancy rates reaching 67% in October (Statista, 2024).

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

Up Your Service

MAY 3, 2017

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. By David Harrington. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

ECXO

DECEMBER 25, 2024

To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Foster a culture where employees feel valued and motivated to deliver exceptional service. Why It Works: Community-building enhances customer connection and generates organic advocacy.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. A few nuggets revolve around connecting with people, earning trust, eating with employees, and showing vulnerability. That affords him a lot in terms of connecting with employees.

Culture 169

Culture Banking Metrics Employee Engagement 169

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Here are some key customer experience trends shaping the hospitality industry today. According to Hospitality Technology’s 2023 Lodging Technology Study , 74% of hotels plan to implement mobile check-in/out within the next year.

Hospitality 52

Hospitality Trends Industry Hotels 52

GetFeedback

JANUARY 21, 2019

Tone of voice: While the tone of your content should match your company’s overall culture and identity, it can be helpful to know what people prefer. This is particularly true for certain verticals such as healthcare, hospitality, retail, and travel. You can connect with him on LinkedIn and Twitter. Examples include: Funny.

Survey 210

Survey Marketing How To Infographics 210

Michel Falcon Experience

SEPTEMBER 3, 2019

We hired someone who spoils our company culture. This indicates that not only are toxic employees hurting the company culture, but they are also negatively impacting financial results. We don’t have guardrails in place to ensure that cultural misfits and toxic employees don’t even get a chance to join our companies.

Company 131

Company How To Culture Hospitality 131

ShepHyken

AUGUST 8, 2022

You can always do what is expected, such as responding quickly, being easy to connect with, having answers to questions, etc. I’ve always preached the hospitality mentality. Start with creating the right culture, in this case, a “customer-first” culture. Wow, is meeting these expectations every time.

Customer Service 24

Customer Service Culture Customer Retention Video 24

North Highland

SEPTEMBER 3, 2019

Sponsorships have long been a key tactic in the marketing toolbox for hospitality companies. At major conferences, pop culture conventions and sporting events, a well-executed sponsorship can place a business in front of an audience numbering in the hundreds of thousands. The days of branded marquees and simple swag bags are gone.

Hospitality 61

Hospitality Industry Sports ROI 61

Experience Investigators by 360Connext

JANUARY 21, 2020

And nothing – NOTHING – helps someone connect with the situation like a story. It’s an entirely different thing when you hear about how customer Joe couldn’t complete his job at the hospital because of a software glitch that cost him and his patients days of frustration, or worse.

Net Promoter Score 225

Net Promoter Score NPS Contact Center First Call Resolution 225

Myra Golden

DECEMBER 5, 2018

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere. Personal Connection is Intentional. But at Hillcrest Medical Center in Tulsa, a big part of the job is connecting with patients. Here’s what they taught me.

Connections 69

Connections Travel Hospitality Tips 69

Customer Guru

JUNE 29, 2018

Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences, with the intent of guiding organizations in building a customer-centric culture and, thus, growing sustainably. That’s incredible, Raj. Thanks for sharing that.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Hey, everyone. If you are new to the podcast, welcome.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

ECXO

MAY 29, 2024

Fostering a Culture of Continuous Improvement: Lastly, cross-functional teams embody and promote a culture of continuous improvement. Here are some more details on how this can be achieved: Personalization: Personalization is a key strategy for businesses to connect with their customers on a deeper level.

Innovation 156

Innovation Culture e-support Feedback 156

CX Journey

MAY 17, 2016

CX connection : Quite simply, if companies treat customers well, then customers will return in spades: through loyalty , advocacy, and more. CX connection : In order to make things happen in the the CX world, we know that we, as CX professionals, need to make them happen. CX connection : Leaders need to change their thinking.

Connections 128

Connections Hospitality Culture Employee Experience 128

Customer Bliss

APRIL 19, 2016

Jude Children’s Research Hospital, where he is responsible for the overall donor experience, contact center operations, and donor account processing functions. Connect With Martin. Connect with Martin on LinkedIn. We want money going to the hospital. Martin Hand is Chief Donor/Customer Officer at St.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

Storyminers

NOVEMBER 2, 2016

I suspect that as people of different backgrounds and interests connect more frequently and share more deeply with each other, they will feel safer and more comfortable. Mike Wittenstein advises retail and hospitality leaders on how changes to their customer experiences can positively affect their brand narratives and their bottom lines.

Policies 170

Policies Customer Experience Hospitality Insurance 170

Customer Bliss

OCTOBER 11, 2016

Episode Overview. Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

ShepHyken

AUGUST 2, 2021

Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. My Comment: In the eCommerce world, our customers are using multiple channels to connect with us. Three Surprising Facts About Customer Experience by Brad Cleveland. Customers love communication.

Customer Service 101

Customer Service Hospitality Ecommerce Tips 101

InMoment XI

JULY 1, 2024

This allows healthcare organizations to proactively manage patient outcomes, allocate resources more efficiently, and implement targeted interventions that reduce hospital stays and associated costs. The key is to connect customer experience data from every touchpoint and channel for a complete view of the customer journey.

Analytics 195

Analytics Data Effort Score Social Media 195

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Blake Morgan

OCTOBER 22, 2024

                                                                                Customer experience and employee experience are deeply connected, and without strong employee experience, brands struggle to deliver memorable customer interactions.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

Aveus

MAY 18, 2021

Medicare’s website also allows members to compare nursing homes, hospitals, dialysis centers and other providers. Additional support focuses on implementation of recommended changes, helping the client develop a culture change plan and operational roadmap.

Consumers 130

Consumers Healthcare Metrics Case Study 130

ShepHyken

OCTOBER 3, 2016

It’s all about creating the right culture! But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. Bold words, yes, and I stand by them.)

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

Customer Guru

MARCH 13, 2018

Nadgir has shared with us several tips that would help organizations in overcoming the challenges that they face in bringing about a customer-centric cultural change. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture.

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

Service Untitled

JULY 26, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Hospitals need better customer service to help patients Cheryl July 26, 2010 Angry Customers , Customer Satisfaction , Customer Service , Customer Service Experience 1 Comment An appendicitis attack landed my friend Linda in the hospital a few months ago.

Hospitality 41

Hospitality Customer Service Representative Insurance Social Media 41

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Providing focus to the experience was something every employee could understand, connect to emotionally, and understand how their role helped. Customers know to expect excellent hospitality and high-end service from a 5-star resort. We simply added to that with a Customer Experience Mission that focused on Going Beyond.

How To 214

How To Airlines Brands Hotels 214

Michel Falcon Experience

JANUARY 3, 2020

Being in hospitality, it’s easy for our team to consider the guest who orders the $300.00 But, for me, that’s not an authentic People-First Culture business. They pay lip service to be a People-First Culture leader. Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 99

Customer Service Strategy Culture Call Center 99

Kayako

MARCH 21, 2017

This is why I connected with some fellow support leaders, Andrea Saez , Head of Customer Success at ProdPad , Eva Casado de Amezua , Director of Customer Support at Typeform , and Shaun Van Weelden , Success Engineer at Engagio. You’re only going for the food but for the taste, the quality and their hospitality. Damon Richards.

Interaction 211

Interaction How To Self Service Customers 211