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

Companies like Cisco, Novartis, and Estee Lauder, and associations like American Hospital Association, Global Workspace Association, and the Professional Beauty Association are using DoubleDutch at meetings and conferences worldwide.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

MAY 30, 2017

He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time.

Financial 121

Financial Banking Healthcare Leadership 121

BirdEye

FEBRUARY 20, 2025

Australians use it for navigation, making it a critical tool for hospitality, retail, and services businesses. Its seamless experience within the Apple ecosystem makes it trusted for finding local businesses. Known for its location-based check-ins, it provides customer reviews and insights based on visits.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

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? To sum it up, it’s about ensuring each step of the patient journey feels seamless, compassionate, and human.

Healthcare 195

Healthcare Customer Experience Wait Times Touchpoint 195

NetBase

MAY 30, 2019

When offering a top-notch experience is your product, you’ve got your work cut out for you in today’s consumer-empowered climate. Such is the lot of hospitality and restaurant brands. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics.

Hospitality 56

Hospitality Analytics Report Consumers 56

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

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.

ROI 243

ROI Customer Experience NPS Financial 243

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

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 a graduate of Simon Fraser University and completed additional post-graduate education through the Wharton/AT&T School of Business.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

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

Storyminers

FEBRUARY 2, 2016

It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. The Cathy family have been building their brand based on service (they say hospitality) since 1946. Both Chick-fil-A and Disney have embedded hospitality and innovation into their cultures.

Sales 113

Sales Hospitality Guest Experience Culture 113

CSM Magazine

NOVEMBER 11, 2024

Bureau of Labor Statistics, employment in customer service management is projected to grow by 8% from 2019 to 2029, faster than the average for all occupations. Diverse Career Opportunities: Customer service managers can work in a wide range of industries, from retail and hospitality to finance and healthcare.

Tips 52

Tips Customer Service Management Contact Center 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

Pink Guava

AUGUST 29, 2018

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018 When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.

Customer Experience Management 40

Customer Experience Management Trends Customer Experience Management 40

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? Beth started out in internal communications, journalism, and knowledge management.

Customer Experience 166

Customer Experience Travel Transportation Training 166

Lumoa

APRIL 14, 2021

And that kind of started my huge, sort of enthusiasm minute when it comes to customer experience, and customer experience management. So you have worked at Nokia and Microsoft working with customer experience. That was an incredibly big change. So I was very happy to be part of that. Sofia: Right.

Customer Experience 221

Customer Experience Metrics Net Promoter Score Financial 221

InMoment XI

SEPTEMBER 25, 2024

Traditional customer churn prediction models rely on transaction histories and demographics data but fail to incorporate consumer-generated input with real customer sentiment. “As

Data 195

Data Social Media Net Promoter Score Analysis 195

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

BirdEye

FEBRUARY 15, 2024

However, industry-specific adoption rates for automated responses show varying preferences: High automation: Home Services (79%), Legal (71%), Automotive (68%), Property Management (67%). Manual preference: Retail (61%), Hospitality (53%), Healthcare (51%), Finance (55%).

Automotive 111

Automotive Healthcare Hospitality Retail 111

BirdEye

DECEMBER 11, 2024

The platform should offer industry-specific features that cater to the particular requirements of various sectors, such as retail, healthcare, or hospitality. You can effectively meet your customers’ expectations by choosing software that aligns with industry standards and practices. How secure is enterprise text messaging?

Communication 52

Communication Software Multi-Channel Social Media 52

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

MARCH 6, 2023

The majority of customers are in industries that are reputation-driven, including dental, healthcare, home and professional services, real estate, property management, retail, hospitality, and automotive. While our customers have been busy growing, we’ve been busy, too.

Automotive 98

Automotive Healthcare Hospitality Social Media 98

BirdEye

AUGUST 28, 2020

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. Surveys and reviews together help the clinic offer a superior patient experience.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

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

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

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. Michael Hinshaw Follow @MichaelHinshaw.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Customer Bliss

SEPTEMBER 27, 2016

Jennifer is Chief Customer Officer at Gaffey Healthcare. She took on the role of Chief Customer Officer in addition to her role of running many of the company operations, including outsourced solutions for hospital systems and healthcare providers and technology solutions for management and billing. .

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

BirdEye

MARCH 6, 2025

For instance, hospitals that have implemented chatbots have reported a 50% drop in patient wait times, resulting in improved efficiency and patient satisfaction. The future of customer engagement is here, and AI chatbots are leading the charge.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

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.

Travel 105

Travel Hotels Social Media Hospitality 105

BirdEye

FEBRUARY 6, 2023

By leveraging social media in healthcare marketing, hospitals, clinics, individual professionals, and brands can work on building a solid online reputation. Plus, social media can help you strengthen your existing word-of-mouth channels, collect public testimonials, showcase reviews, and respond to customer queries.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

BirdEye

DECEMBER 28, 2024

AI chatbots for healthcare appointment management help analyze patient behavior, shape strategies for higher lead conversion, and streamline operations across multiple locations. However, not all clinics or hospitals can provide that service, and extending staff for 24/7 consultations can be expensive. Watch a free demo to learn more.

Healthcare 52

Healthcare Chatbots Multi-Channel Insurance 52

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Customer service is what you do for your customers. Customer experience is how your customers feel before, during, and after what you do.

B2C 78

B2C Customer Service Training Hospitality Training 78

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Nate Brown. Steve DiGoia.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received. More Articles and Resources to Improve Your Customer Experience.

Resources 100

Resources Case Study Comparison Hotels 100

BirdEye

MARCH 4, 2024

The study also revealed that customers read around two to five reviews before forming an opinion about any business. The hospitality industry also leads in Google search views. ” “I want to thank [waiter’s name] for going above and beyond to ensure that our dining experience was perfect.

Examples 111

Examples Social Media Hospitality Guest Experience 111

BirdEye

OCTOBER 21, 2022

If you want your hospitality business to stand out online, you’ll need to establish a presence on both business listing and review sites. Creating business listings is a cost-effective way to bring attention to your business and build a strong online reputation, both of which will make it easier to convert potential leads into customers.

Management 98

Management How To Tourism Hotels 98