SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

CloudCherry

MARCH 14, 2019

He is specialized at finding training employees to understand customer journeys and he is well versed in a variety of skills like CX disciple, employee engagement, etc. Christopher has been in the hospitality industry since 1997 and his long journey makes him an expert at understanding the importance of customer feedback.

Hospitality 236

Hospitality Insurance B2C Groups 236

Michel Falcon Experience

NOVEMBER 20, 2019

Employee engagement strategies are one way that I’ve built my business and career. My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Please know that our company has nearly 200 employees so I’ve seen this firsthand. She is already engaged!

Employee Engagement 89

Employee Engagement Engagement Culture Guest Experience 89

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

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

Customer Bliss

OCTOBER 25, 2018

You’ll hear an excerpt from Vishal Bhalla , VP and CXO of Parkland Hospital , whose 2-year journey with hospital visits inspired him to serve and become a leader in healthcare. The desire to align his purpose with action placed him in an entirely new industry, working in a hospital that also aligned with his values.

System 162

System Hospitality Customer Experience Guest Experience 162

CloudCherry

MARCH 14, 2019

He is specialized at finding training employees to understand customer journeys and he is well versed in a variety of skills like CX disciple, employee engagement, etc. Christopher has been in the hospitality industry since 1997 and his long journey makes him an expert at understanding the importance of customer feedback.

Hospitality 210

Hospitality Insurance B2C Groups 210

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

GetFeedback

APRIL 29, 2019

Employee engagement feedback. Your employees are a vital part of your organization. In the hospitality industry, great experiences are everything, it’s the difference between a guest returning or never checking in again. Post-checkout feedback.

Survey 265

Survey Net Promoter Score NPS Healthcare 265

Customer Enthusiast

MARCH 27, 2024

I learned the distinction between service and hospitality. Service is the action of helping or doing … Continue reading "Service or Hospitality?"

Hospitality 54

Hospitality Conference Employee Engagement Engagement 54

Wootric

OCTOBER 19, 2018

Understanding employee sentiment is a critical responsibility of HR, especially in healthcare. Engaged employees feel internal motivation to go above and beyond the call of duty for patients. For example, an engaged food service worker in a hospital will feel motivated to make sure food is delivered hot.

Employee Engagement 58

Employee Engagement Healthcare Analysis Engagement 58

CX Journey

APRIL 11, 2018

I've written about Bob Chapman several times in the past, starting with a 2012 post about his TEDxScottAFB Talk: Truly Human Leadership - Everyone Matters Define Your Employee-Centric Culture Employee Engagement Strategy? Each one on its own is bad; all of them combined are insane.

Leadership 169

Leadership Culture Hospitality Measurement 169

Customer Enthusiast

JANUARY 8, 2024

He used the Hilton Honors app to reserve and pay for room 404 in advance and awaited an electronic key to arrive to fulfill his desire for a … Continue reading "The impact of accretion in hospitality" Source

Hospitality 57

Hospitality Hotels Employee Engagement Training 57

Alida

NOVEMBER 10, 2017

In his consulting practice, Bennett works with hospital systems, vendors and startups to understand how health care organizations can improve the patient experience and navigate disruption. Their expectations are also rising as other sectors such as retail and hospitality raise the bar for customer experience. .

Hospitality 100

Hospitality Employee Engagement Consulting Consumers 100

SurveyGizmo

JUNE 19, 2018

What really is employee engagement? As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. 

 Related: 3 Types of Employee Satisfaction Surveys That Will Benefit Your Business.

Employee Engagement 49

Employee Engagement Healthcare Engagement Data 49

CSM Magazine

APRIL 9, 2019

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Employees grew to despise the company. Recognition Gone Wrong.

Employee Engagement 40

Employee Engagement Engagement Hospitality Effort Score 40

Zonka Feedback

MARCH 28, 2022

That means almost three-quarters of your employees will not stay for a whole year. Businesses like restaurants and hospitality where they need staff in every part of the work, make it even difficult to sustain. But when it comes to restaurants, the number is as high as 75%. So what is the solution?

Employee Engagement 52

Employee Engagement Engagement Hospitality Industry 52

BlueOcean

JUNE 21, 2017

Ask pointed questions about an outsourcer’s corporate culture, hiring process, and employee engagement practices. Is it welcoming and hospitable? Do agents appear engaged and motivated? Assess the body language of everyone you meet and evaluate how relaxed and spontaneous conversations are with employees and leaders.

Contact Center 174

Contact Center Tips Call Center Culture 174

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I. Is it challenging?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Michel Falcon Experience

MAY 14, 2017

Welcome to my YouTube channel where I teach you how to use customer experience and employee engagement strategies to build your business. The reason everything I do is focused on customers and employees is because all companies, regardless of size or industry, are in the people business. Let me give you an example.

Employee Engagement 112

Employee Engagement Culture Video Return on Investment 112

The DiJulius Group

MARCH 6, 2025

Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement.

Exceptional Customer Service 52

Exceptional Customer Service Employee Engagement Groups Engagement 52

CX Journey

OCTOBER 6, 2016

They had a gym and a swimming pool for their employees. Guinness had a savings and loan division for staff, hospital and hospice stays were paid for, and employees received two-thirds of their salary if they were out sick. Tangerine tracks an employee engagement metric via regular surveys, but it's not just about a number.

Banking 169

Banking Culture Metrics Employee Engagement 169

Hallmark Business Connections

APRIL 14, 2021

Sometimes known as National Hospital Week (May 9-15), this holiday can serve as a call to build up our tired, mentally exhausted healthcare teams and propel them forward into a brighter future. During National Nurses Week and Hospital Week, make a plan for how to extend your gratitude toward those dear to your team.

Healthcare 98

Healthcare Hospitality Touchpoint System 98

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways?

Hospitality 79

Hospitality Hotels Employee Engagement Exceptional Customer Service 79

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Here are my top five picks from last week. That’s a bold statement, but it’s true.

Customer Service 86

Customer Service Airlines Employee Engagement Rewards Programs 86

Michel Falcon Experience

JANUARY 10, 2019

The five customer service training skills I’m going to share with you are ones that my management teams are currently training my employees with. Employees engaging in off-topic conversations. I don’t know Ellen Degeneres personally but based on her show I’m going to assume she’s kind, speaks at length and is a great listener.

Training 151

Training Customer Service How To Employee Engagement 151

Customer Enthusiast

JANUARY 2, 2018

He has succeeded by honoring the hospitality “sweet spot,” where exceptional customer service and uncompromising character intersect. Thank you, Ed, for your lessons in hospitality over the past two decades and, more so, for your personal example. Don’t settle for ordinary. Choose extraordinary.

Hospitality 40

Hospitality Banking Exceptional Customer Service Retail 40

Michel Falcon Experience

JANUARY 16, 2020

If not, he’s one of the most recognizable hospitality entrepreneurs, owns Shake Shack, bestselling author and more! Above: Danny Meyers, the Chief Executive Officer of the Union Square Hospitality Group. Not only that, he’s doing so in hospitality (the same industry that I’m in) which is renowned for being one of the most competitive.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways?

Hospitality 69

Hospitality Hotels Employee Engagement Exceptional Customer Service 69

Michel Falcon Experience

APRIL 12, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty.

Loyalty 122

Loyalty Company Call Center Video 122

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. He is a leading contributor to Tourism, Hospitality and Service Industries alike.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Investigators by 360Connext

JANUARY 12, 2015

Recognizing my unique situation and offering a little hospitality during a business trip earned my loyalty like nothing else could! Realizing I never rented a car because the client was across the street, the hotel front desk person offered to pick me up from the airport each month so I wouldn’t have to take a cab. Say thank you.

Loyalty 110

Loyalty Hotels Hospitality Loyalty Programs 110

Customer Guru

JANUARY 3, 2018

Mr. Rohit is the Co-Founder and Managing Director of Cloudnine Group of Hospitals – India’s leading chain of maternity, women, and childcare service hospitals. In this candid interview with Customer Guru, Mr. Rohit talks about the entire journey of the hospital, from a single unit to a multicity-chain across India.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

Michel Falcon Experience

APRIL 15, 2020

When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. All employee surveys are going to be received with names attached.”. My real-world example of achieving this. Introducing Honest Conversations to Your Company.

Culture 103

Culture Company How To Employee Engagement 103

Michel Falcon Experience

JANUARY 3, 2020

Being in hospitality, it’s easy for our team to consider the guest who orders the $300.00 Are you interested in improving your company culture, employee engagement, and customer experience? Make note of what responses you hear. I’m confident that you’re going to hear three different variations.

Customer Service 99

Customer Service Strategy Culture Call Center 99

Steve DiGioia

OCTOBER 8, 2015

With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. Imagine a culture where leaders are able to truly drive customer excellence through on-going employee engagement of empowerment and legendary service. Today’s guest post is by Tal Schnall.

Customer Service 100

Customer Service Hotels Leadership Culture 100

Storyminers

JULY 6, 2020

She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. As a senior contributor to Forbes.com, Micah specializes in customer service, customer experience, company culture, and hospitality. Nate Brown. Steve DiGoia.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147