Blake Morgan

DECEMBER 30, 2024

He shares insights on building customer-focused cultures, fostering employee engagement, and blending emotional intelligence with operational excellence to deliver exceptional guest experiences. Tune in for an insightful and entertaining discussion that goes beyond hotel walls, offering lessons applicable to any customer-facing business.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

Vonage

NOVEMBER 24, 2016

A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures – and different points of view. The entertainer wants time to browse before she is approached, and feels “hurried” if someone comes too close, too soon.

Culture 120

Culture Customer Service Entertainment Hospitality 120

C3Centricity

JULY 8, 2020

We have gone from information to entertainment, from push to pull, and from “ours” to “theirs.” Topics to include are your management structure, operational areas, mission statement, values, strategy, culture, and if you have one, your company societal purpose too. Engaging content and entertainment.

Engagement 279

Engagement Entertainment Customer Centricity Social Media 279

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employees respond to these prompts from the “we” perspective , and our proven model measures culture along five organizational dimensions. It’s understandable.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

C3Centricity

MARCH 15, 2018

The Culture of Immediacy Drives Mobile-First Expectations. ” What these three companies demonstrate perfectly is that technology has merely enabled the consumer to get more of what they want, whether that is travel, retail or entertainment. 64% of consumers expect companies to respond and interact with them in real time.

Data 312

Data Retail Analysis Analytics 312

Vonage

JUNE 5, 2018

Therefore, developing a diverse, effective, and continuing training plan is crucial to strengthening and expanding the capabilities of your business and creating a culture of customer excellence. However, implementing an employee-first culture can create a knock-on effect that drives customer satisfaction rates and profits.

Self Service 136

Self Service Company Hotels Entertainment 136

CSM Magazine

OCTOBER 25, 2023

The modern media and entertainment industry continually evolves, and customer experience is more crucial than ever. One key aspect of delivering outstanding customer experience in media and entertainment is through localization for the entertainment industry. Revenue Growth : Happy customers spend more.

Entertainment 52

Entertainment Customer Experience How To Social Media 52

GlowTouch

JULY 12, 2021

Adding to the experience is the latest in-car entertainment, with trends that leave the eight-track, cassette, and CD eras in the dust. That means hundreds of miles with plenty of windshield time and a need to keep drivers and passengers alike entertained. This is one of the year’s fastest-growing technology trends.

Entertainment 52

Entertainment Trends Technology Travel 52

Experience Investigators by 360Connext

OCTOBER 8, 2024

We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences.

Entertainment 143

Entertainment Retail Banking Trends 143

C3Centricity

OCTOBER 22, 2020

I care about your employees, your company culture and habits more than ever. Shopping is no longer entertainment for me, at least not in the physical world. I can forgive a mistake, but not a lie. If you’re claiming to be carbon neutral, sustainable, eco-friendly or ethical, be so in everything you do.

Retail 357

Retail Advertising Course Survey 357

Experience Investigators by 360Connext

APRIL 30, 2024

Let’s embark on an insightful exploration of CX in the live entertainment industry. Get ready to discover how to stand out in a sea of entertainment options and ensure that your customers are embarking on an experience that resonates with your brand’s unique story even before the moment tickets are purchased.

Customer Journeys 143

Customer Journeys Entertainment Touchpoint Resources 143

C3Centricity

MAY 25, 2020

The Culture of Immediacy Drives Mobile-First Expectations. ” What these three companies demonstrate perfectly is that technology has merely enabled the consumer to get more of what they want, whether that is travel, retail or entertainment. 64% of consumers expect companies to respond and interact with them in real time.

Technology 304

Technology Analysis Data Consumers 304

Russel Lolacher

APRIL 20, 2021

It’s like having your very own company culture radio station. So it’s not just growing in awareness but also as a viable medium to get information and be entertained by. As new staff join your organization, podcasts are an informal and accessible entry way into the culture of your organization.

Engagement 122

Engagement Culture Entertainment Communication 122

Vonage

MAY 5, 2016

I find these stories upsetting, occasionally entertaining, but rarely are they motivating or instructive. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. To enjoy more customer service training and service culture articles, visit UpYourService.com.

How To 120

How To Customer Journeys Entertainment Culture 120

CSM Magazine

JANUARY 9, 2025

The iGaming industry thrives on its ability to offer immersive experiences, seamless gameplay, and unmatched entertainment. Integrating localized solutions to ensure players from diverse regions receive culturally relevant support. However, what sets one platform apart from another often boils down to customer service.

Customer Service 52

Customer Service Entertainment Poor Customer Service Loyalty 52

NetBase

APRIL 27, 2020

In present culture, the meme reflects current news, changing moods of the people, as well as trends. Meme Culture as Way to Connect with Consumers. The world needed to laugh and be entertained by something more surreal than the Coronavirus pandemic. Over the years, brands have had an on again, off again relationship with memes.

Culture 63

Culture Consumers Social Media Entertainment 63

ShepHyken

OCTOBER 16, 2018

They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Successful organizations with great employee engagement and culture share a lot of these five basic needs. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love.

Employee Engagement 101

Employee Engagement Culture Entertainment Policies 101

Customer Bliss

DECEMBER 6, 2018

C&W is a full-service communications and entertainment provider, operating in the Caribbean and Latin America, and Alvin manages the consumer service delivery workforce across 17 Caribbean markets. Unite the Silos Under a Shared Vision.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Oracle

FEBRUARY 6, 2019

available on demand, and they expect instant gratification as well as almost constant entertainment. The post One of 2019’s Top Retail Trends: Drop Culture appeared first on SmarterCX. Product drops are an event designed to encourage the competitive shopping mindset. Consumers are used to having TV shows, movies, etc.,

Retail 64

Retail Trends Culture Entertainment 64

Thematic

OCTOBER 30, 2024

Build an innovation culture Getting in tune with customers is key to staying relevant in the market and finding innovative ways to keep up with their changing needs. Hospitality and entertainment Like retail, the hospitality and entertainment sectors overwhelmingly operate in a customer-centric ecosystem.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Experience Investigators by 360Connext

NOVEMBER 28, 2023

Listen in as they discuss its impact on industries like entertainment and dining and how businesses can adapt to lure customers back into physical spaces. They uncover the mysteries of the “hermit consumer” – a seismic $600 billion shift in consumer behavior brought about by the pandemic.

Entertainment 143

Entertainment Touchpoint Connections Customer Satisfaction 143

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. The Ritz Carlton, a brand renowned for its service culture, has successfully done this. There is a lot of focus on employee engagement and experience these days.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

ijgolding

NOVEMBER 18, 2014

I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators. Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before.

Customer Expectations 215

Customer Expectations Hotels Airlines Travel 215

DCX

DECEMBER 3, 2024

By the 2000s, companies like Apple reimagined the mobile phone, creating the smartphone—an all-in-one device for communication, computing, and entertainment. It’s about building a culture where challenging the status quo is not just accepted but expected. Mobile phones were bulky, expensive, and limited. what if?'"

Customer Experience 52

Customer Experience Exercises Transportation Entertainment 52

DCX

DECEMBER 1, 2024

Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? The big takeaway: A customer-first culture isn’t just a warm-and-fuzzy ideal—it’s a business advantage that fuels innovation, drives your strategy, and leaves competitors scrambling to catch up.

Fashion 52

Fashion Culture Trends Connections 52

ShepHyken

MARCH 26, 2024

Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. Isn’t that what the best people do? There’s a difference!

Entertainment 92

Entertainment Sports Customer Service Training Training 92

Alida

APRIL 27, 2018

For example, he gets people in his team to experience Trade Me’s registration process firsthand, entertaining staff with YouTube videos of customer complaints and taking staff on field trips to see customers in their habitats. How can you create a culture of customer intimacy? Scale a culture of human-centered design.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Alida

JANUARY 26, 2017

AMB Sports & Entertainment (owner of Atlanta Falcons, Atlanta United FC and Mercedes-Benz Stadium) knows that the experience in the new stadium needs to match the building’s beauty and grandeur. Owner Arthur Blank has instilled a culture of fan-centricity, mandating everyone in the organization to deliver a superb experience.

Sports 90

Sports Entertainment Tips Guest Experience 90

Comm100

JUNE 19, 2018

Disney’s common purpose is “ We create happiness by providing the finest entertainment for people of all ages, everywhere. Ernesto also spoke of Disney’s brand promise: “We deliver entertainment with heart.” Culture & Training. Rolling out an internal survey to assess this is a great place to start.

Contact Center 108

Contact Center Entertainment eBook Culture 108

ijgolding

OCTOBER 24, 2016

However, before Stephen was prepared to confirm the reservation, he wanted to know whether or not there would be any festive entertainment on offer. After a protracted conversation, the restaurant manager was summoned – he proceeded to describe the entertainment programme in great detail. The receptionist had absolutely no idea.

Customer Centricity 120

Customer Centricity Leadership Entertainment Conference 120

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

SurveySensum

OCTOBER 28, 2024

This alignment fosters a culture where everyone is responsible for enhancing customer satisfaction, making customer loyalty a central focus of your organization. After launching a new in-flight entertainment system, they noticed a drop in NPS scores. To maximize the impact of your NPS efforts, it’s crucial to follow best practices.

NPS 52

NPS Loyalty Effort Score Analysis 52

Customers That Stick

JANUARY 16, 2020

Technology has provided us with unprecedented advances, information, knowledge, instant access, and entertainment. » Related Stories Introducing: Ask The Customer Service Trainer Younger Next Year by Crowley and Lodge (a One Win Book Review) A Customer-Centric Culture Needs a Customer-Centric Leader. For more info, go to [link].

Entertainment 78

Entertainment Customer Centricity Video Culture 78

Maz Iqbal

OCTOBER 9, 2014

Either because they have hit cultural glass ceilings …… or the ambition of their leaders has failed to match the rising expectations of UK consumers … This has meant that across all 263 brands analysed the overall improvement in performance was less than 1%. . Which sectors show an improvement? Which sectors are stagnant?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Customer Guru

JANUARY 30, 2018

Viraj Verma is currently working as the Head of Marketing and Strategic Alliances at PVR BluO, a one of a kind of entertainment concept in India. Mr. Verma has an experience of 17 years in the Marketing domain across multiple industries such as entertainment, hospitality, and retail.

Brands 95

Brands Customer Experience Marketing Entertainment 95

Qualtrics

MARCH 21, 2019

To earn your customers’ attention today you need to deliver a unique experience, engage them around issues that matter with content that entertains, and on their terms. In the battle for attention, popular culture is an invaluable asset. Capitalize on culture. For instance, is it to simply entertain?

Culture 40

Culture Brands Entertainment Sports 40

Beyond Philosophy

JANUARY 19, 2022

While they have to this point largely been dominated by games and entertainment, these immersive technologies are poised to change how people interact with brands’ products and services in more everyday ways. Immersive experiences are part of the metaverse, leveraging the power of augmented reality (AR) and VR.

Examples 78

Examples Entertainment Social Media Consulting 78