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

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services? Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Define Your Purpose and Value.

Customer Experience 196

Customer Experience Hospitality Leadership Culture 196

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Each country has its own distinct culture, traditions, and norms, which can make it difficult to establish a unified customer experience mindset. How does CX maturity stack up?

Culture 156

Culture Customer Experience B2B B2C 156

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. In the end, everything is connected. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

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

CX Accelerator

MAY 28, 2019

So how does one develop a team culture such as this? Nurses in many hospitals have the ability to initiate a “ code lavender.” The best companies connect their employees to each other and to their community in a unique way. These are but a few ways to develop a culture of caring. Don’t just offer volunteer hours.

Culture 140

Culture Contact Center Customer Journeys Hospitality 140

ShepHyken

APRIL 21, 2025

What 73% of Consumers Say About AI and the Customer Experience by John Smallwood (Hotel-Online) As AI technologies become more prevalent in the hospitality industry, the challenge becomes even more pronounced. Create an emotional connection. Whats missing is empathy. My Comment: How do you create loyalty?

Customer Service 66

Customer Service Case Study Hospitality Loyalty 66

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

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

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

BlueOcean

MARCH 30, 2018

Michael’s Hospital in Toronto, Ontario, we discussed how securing long-term partnerships with service suppliers like outsourced contact centers can impact your overall business objectives. Cultural Alignment. Blue Ocean: How much of a factor is the alignment of cultures in your decision-making process for professional services?

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

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

BirdEye

FEBRUARY 20, 2025

They cover various industrieshospitality, retail, real estate, healthcare, and personal servicesallowing businesses to connect with targeted audiences. Apple Business Connect Apple Business Connect is gaining popularity among Australian users, especially those using iPhones and other Apple devices.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

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

BlueOcean

APRIL 18, 2017

Michael’s Hospital in Toronto, Ontario. Cultural Alignment. Blue Ocean: How much of a factor is the alignment of cultures in your decision-making process for professional services? It’s about the people we bring to the table and the people the vendor brings to the table connecting. It’s a two-way street. Best Total Value.

Contact Center 180

Contact Center Customer Journeys Hospitality Culture 180

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

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. It transforms standard interactions into human connections, fostering trust and loyalty. Empathy, on the other hand, is about true connection. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

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

CSM Magazine

FEBRUARY 6, 2025

Higher Response Times Customer service requires agility and responsiveness, especially in industries like retail and hospitality, where customer inquiries are time-sensitive. Other employees may grow frustrated, contributing to a workplace culture that tolerates mediocrity, further threatening both team morale and customer satisfaction.

Customer Service 52

Customer Service Hospitality Culture Customer Satisfaction 52

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. It transforms standard interactions into human connections, fostering trust and loyalty. Empathy, on the other hand, is about true connection. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand.

Effort Score 52

Effort Score Case Study Culture Healthcare 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

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. Multilingual customer support enables businesses to connect with a broader audience, breaking down language barriers that could otherwise hinder growth and customer satisfaction.

Tools 52

Tools e-support Customer Satisfaction Travel 52

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

CX University

JANUARY 2, 2025

Rule 7: Build Adaptive CX Cultures Delivering exceptional Customer Experience (CX) requires more than intent; it demands action and adaptability. Zappos exemplifies a culture of adaptiveness by empowering its employees to be responsive to customer needs. How do we create emotional connections that last a lifetime?

Customer Journeys 52

Customer Journeys Customer Centricity Culture Innovation 52

CX University

JANUARY 10, 2025

The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. percentage points.

Healthcare 40

Healthcare Technology Self Service Hospitality 40

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

CX University

SEPTEMBER 20, 2018

There is a need to focus on redefining patient relationships and transforming the professional and organizational culture towards a model that puts the patient at the core of healthcare delivery. This is paramount to a patients need for personalization and that their physician takes the time to know and connect to the patient.

Healthcare 91

Healthcare Hospitality Culture Policies 91

CSM Magazine

MARCH 19, 2025

The High Cost of Human Translation While human translators provide accuracy and cultural context, hiring multilingual support teams is expensive. Travel and Hospitality: Personalized Customer Service A global hotel chain implemented AI translation to enhance guest communication.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

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

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 257

Interaction How To Self Service Customers 257