Steve DiGioia

JULY 19, 2021

To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking. Please support these wonderful folks by connecting with them on social media and sharing these posts on Twitter, Facebook, LinkedIn, etc.

Customer Service 189

Customer Service Social Media Hospitality Leadership 189

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 the prevalence of online reviews and social media, managing and enhancing guest experiences is crucial to maintaining a positive brand image.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

InMoment XI

OCTOBER 29, 2024

For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Brand values: Customers connect with brands that reflect their own values.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

JUNE 7, 2024

With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. During their stay, encourage guests to share their experiences on social media and review platforms. Hotel reputation management has never been more important.

Hotels 195

Hotels Management Social Media Hospitality 195

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

The term advocate is used a lot when referring to kids in the court system, patients in hospitals, and others who can’t necessarily stand up for themselves. If there is one way to create a better customer experience, it’s this: Advocate.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

BirdEye

MARCH 7, 2023

Research predicts that the number of people using social media will grow to about 5 billion in 2023. This year alone, 300 million more people are set to use social media than the previous year. Table of contents Challenges of managing social media for business Why is social media important for your business?

Social Media 94

Social Media Tips Multi-Channel Infographics 94

Experience Investigators by 360Connext

OCTOBER 3, 2023

Social media monitoring: CX teams and brand leaders can monitor social media channels to see what customers talk about in relation to the brand. Facial Recognition for CX Airports, hospitals, and hotels have been testing and using facial expression recognition software with some success in recent years.

Feedback 270

Feedback How To Social Media Analysis 270

Experience Investigators by 360Connext

DECEMBER 4, 2014

An ER visit is represented with separate bills from the hospital, the radiology department, the medical device unit (huh?), At the time, in pain or bleeding or in general discomfort, you probably forgot to ask questions like “is this doctor the most expensive guy in the hospital?” and the doctor.

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

Bill Quiseng

MAY 3, 2023

Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. When you are Magnificently Boring to CARE, your customers are WOWED and happy, returning again and again, raving to others on social media.

Hospitality 167

Hospitality Social Media Loyalty Connections 167

Experience Investigators by 360Connext

NOVEMBER 19, 2014

After ignoring complaints for decades, the new VA Secretary, Bob McDonald, is visiting with vets in hospitals and even released his mobile phone number to the public to try to streamline solving problems. The new head of the embattled and embarrassed Veterans Affairs is trying his best to do that.

Customer Service 257

Customer Service Company Customer Relationship Management Hospitality 257

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. For example, if you want to target younger members, a good practice would be to enhance your social media presence. You can even identify and use viral trends to better connect with such members.

Management 195

Management Social Media Financial Banking 195

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

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

InMoment XI

DECEMBER 18, 2024

Here are the key stages of a typical automation workflow: Data Collection and Integration The first step is to collect and connect customer data from various channels. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

DECEMBER 25, 2024

To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. million global participants.

Data 195

Data Social Media Net Promoter Score Analysis 195

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. Good or bad, social media massively amplifies the word-of-mouth effect.

Hospitality 74

Hospitality Travel Industry Brands 74

Magellan Solutions

MAY 29, 2021

Many Healthcare BPO are stepping up to the challenge to connect patients and doctors amidst the pandemic. Social Media plays an important role in all industries, especially in health care. . In this article, we have listed down 9 ways healthcare BPO uses social media to support customers and employees with their needs.

Social Media 52

Social Media Healthcare Hospitality Call Center 52

BirdEye

DECEMBER 15, 2023

Have you ever wondered why multi-location businesses have different social media accounts? Our recent webinar, ‘Local social: How to manage social media across locations,’ for Birdeye VIEW 2023, unveils the real-life success story of Valley Veterinary Care’s social media reputation management.

Social Media 59

Social Media Management Metrics Connections 59

Steve DiGioia

MAY 17, 2021

Creating an emotional connection – that’s how you establish a very powerful and unusual emotional relationship with the customer. He says, “Create an emotional connection with the customer. The 5 E’s of Genuine Hospitality. method: C ontrol the situation. A cknowledge the dilemma. R efocus the conversation. Use his 5 E’s.

Customer Service 341

Customer Service e-support Self Service Customers 341

Wired and Dangerous

NOVEMBER 26, 2018

Making a strong personal connection is a key for attracting and retaining these folks. It takes a great attitude to establish the kind of connection millennials crave. They will also tell other customers about their experience with your business most likely using some form of social media.

Social Media 117

Social Media Entertainment Hospitality Travel 117

InMoment XI

DECEMBER 13, 2024

On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media. It tracks KPIs like chat response times, email resolution rates, and social media engagement. 67% of customers prefer using live chat, social media, and texting to reach support teams.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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

InMoment XI

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Encourage Long-Term Engagement Engagement is crucial to keeping customers connected to your brand.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 3, 2024

Personalization helps create a deeper connection with customers by showing that your organization cares about their individual needs and preferences. This makes customers feel more connected to your organization. Personalize the Guest Experience Personalization is especially important in the hospitality industry.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. A CX platform like InMoment can help by collecting and connecting every piece of valuable data in one place. These sources can include CRM systems, customer feedback questionnaires , and social media.

Customer Retention 195

Customer Retention How To Analysis ROI 195

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

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

North Highland

SEPTEMBER 3, 2019

Sponsorships have long been a key tactic in the marketing toolbox for hospitality companies. As global hospitality revenues inch steadily toward the $600 billion mark, competition within the industry is only increasing, particularly with the evolution of accommodation-sharing companies like AirBnB.

Hospitality 61

Hospitality Industry Sports ROI 61

CSM Magazine

SEPTEMBER 28, 2021

At the same time, social media platforms, along with ratings and review sites like TripAdvisor, are more commonly used during and after the visit. “Digital channels kept consumers and businesses connected over the past eighteen months. Social media management. Responding to reviews. Acting on feedback.

Hospitality 52

Hospitality Study Consumers Social Media 52

InMoment XI

OCTOBER 17, 2024

Customers discover your business through various channels, from their colleagues to social media posts. How would you rate the communication you received from our hospital staff? For instance, if your customers are mainly active on social media, sending survey requests via email would be a waste of your time.

Feedback 195

Feedback Effort Score Survey Customers 195

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. Your customers will return repeatedly, spend more money, and rave about you to others on social media. Create an emotional connection. They have an emotional connection with you. Welcome to CX 102 or Advanced CX.

B2C 88

B2C B2B Hospitality Social Media 88

Customer Guru

JUNE 29, 2018

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. I would just sit and talk to them and listen to them about what they have to say.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

BirdEye

SEPTEMBER 4, 2024

Though travelers are increasingly turning to online reviews for guidance, this trend presents a double-edged sword for travel and hospitality businesses. Google Travel and hospitality companies with a Google Business Profile (GBP) are a winner because Google is one of the most preferred review sites. Well, don’t be.

Travel 105

Travel Hotels Social Media Hospitality 105