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

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

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

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

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

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. It’s an ongoing leadership commitment driven by effective leadership.

Customer Service 100

Customer Service Hotels Leadership Culture 100

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. 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.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ECXO

MAY 29, 2024

Increased Employee Engagement and Morale: Working in cross-functional teams can be a highly rewarding experience for employees. Establish Strong Leadership: Every team needs a conductor. Appoint a team leader who is not only knowledgeable but also possesses strong leadership and interpersonal skills.

Innovation 156

Innovation Culture e-support Feedback 156

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. leadership #servantleadership #employeeengagement #employeeexperience #customerservice #customerexperience #custserv #custexp #cx Unfortunately, I suffered a stroke in April 2021.

Leadership 97

Leadership Hospitality Social Media Interaction 97

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

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

Blake Morgan

JANUARY 20, 2022

Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. Denise is a skilled speaker, author and brand leadership expert. Kate is known as the “People Skills Coach” and focuses on leadership, teamwork and employee engagement.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Russel Lolacher

SEPTEMBER 22, 2020

My Experience in Keeping Remote Employees Engaged. These are just a few tactics you can take to help your employees feel more connected. How You are Being Kept Engaged. I reached out to my own network to understand some steps their organization took to help keep them, as remote employees, engaged.

Engagement 75

Engagement How To Employee Engagement Hospitality 75

Bill Quiseng

MARCH 15, 2022

The foundation of a winning organization is leadership and culture. To do so, leaders must care about their people, create a culture that puts people first, and ensure that employees have a great experience. In it, they highlighted several statistics about culture, performance, employee engagement, loyalty, and more.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

ProProfs Chat

JUNE 26, 2019

Human resource survey question examples primarily deal with the questions related to employee engagement, satisfaction, and training & development. Use these sample employee survey questions as a base for your employee survey questions. Employee Engagement Survey Question Examples.

Examples 75

Examples Survey Feedback Net Promoter Score 75

Michelli Experience

JANUARY 12, 2016

Last week my son got married (which is very odd since I remember bringing him home from the hospital and certainly that couldn’t have been that long ago). This actually is a positive customer experience story AND it offers some important lessons for all of us seeking to drive customer loyalty. Back to the story….

Travel 100

Travel Airlines Hospitality Consulting 100

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Customer Guru

DECEMBER 13, 2017

Without a customer-centric vision and leadership, CX initiatives are bound to fail. In a nutshell, what Kevin explains in the video is that by improving customer experience, a company improves its customer loyalty, increases customer retention, enhances employee engagement, and reduces the cost of service to the customer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Micah Solomon

OCTOBER 23, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. It’s easy to say, in a vague sort of way, that “employees are empowered to provide superior service.” Here are three ways to reach Micah: email, chat, web).

Culture 49

Culture Customer Service Company Hospitality 49

Michelli Experience

NOVEMBER 8, 2017

I have been entrusted for years to work with leaders at this special place that delivers an elevated hospitality experience which consistently wins Conde Nast Readers’ Choice Award, TripAdvisor Travelers’ Choice Award, and so many other travel honors.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Russel Lolacher

SEPTEMBER 22, 2020

My Experience in Keeping Remote Employees Engaged. These are just a few tactics you can take to help your employees feel more connected. How You are Being Kept Engaged. I reached out to my own network to understand some steps their organization took to help keep them, as remote employees, engaged.

Engagement 52

Engagement How To Employee Engagement Hospitality 52

C Space

APRIL 6, 2020

SAP stands with the WHO and supports its leadership in coordinating the global effort to mobilize the fight against COVID-19,” said Alexandra van der Ploeg, head of SAP CSR. The masks are used by hospitals in sub-intensive therapy. AWMH has pledged $100,000 to this fund,” stated the group.

Brands 52

Brands Hospitality Healthcare Banking 52

Comm100

SEPTEMBER 22, 2016

The Amazon Way: 14 Leadership Principles Behind the World’s Most Disruptive Company by John Rossman. How to Revolutionize Customer Employee Engagement with Big Data and Gamification by Rajat Paharia. focuses on how to use big data and gamification to engage your customers more than ever before. Loyalty 3.0:

Customer Service 100

Customer Service Case Study Gamification Culture 100

Michel Falcon Experience

APRIL 3, 2019

My industry is hospitality, and when we hosted our customer journey mapping workshop, we outlined 37 different customer touch points within the entire customer journey just for one customer persona. Thanks again for your help inspiring our culture and customer experience leadership. By no means is that common.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Up Your Service

APRIL 1, 2018

Consider the hospitality industry, where hotels first offered clean and fairly priced rooms, then rose to meet the expectations of more efficiency with easier check-in and faster internet connections. You have younger customers, aging customers, and culturally diverse customers. How does it work? How can you make it work?

Customer Experience 80

Customer Experience Culture Hotels Customer Expectations 80

Kustomer

APRIL 8, 2021

A large contributor to customer satisfaction is that of employee happiness. The experts discuss Gallup’s Q12 Employee Engagement Survey questions that help to determine overall employee satisfaction within their company. Lot of great thought leadership coming from Stacy. Stacy, let’s start with you.

Employee Experience 60

Employee Experience Culture Customer Journeys Employee Engagement 60

COPC

JUNE 4, 2020

Q: What is TDCX doing in terms of remote working, employee skills, and performance management that can be considered best practices in the industry? I have always been a fan of authentic leadership and in times like this it is wonderful to see this being practiced and demonstrated in so many ways. About TDCX.

Contact Center 55

Contact Center e-support Connections Automotive 55

Up Your Service

APRIL 1, 2018

Consider the hospitality industry, where hotels first offered clean and fairly priced rooms, then rose to meet the expectations of more efficiency with easier check-in and faster internet connections. You have younger customers, aging customers, and culturally diverse customers. How does it work? How can you make it work?

Customer Experience 69

Customer Experience Culture Hotels Customer Expectations 69

Michel Falcon Experience

APRIL 11, 2019

Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. Actually this kind of plays into the question of how do you get leadership to see the value of investing in the culture. Servant leadership, and benevolent leadership.

Culture 60

Culture Leadership Hospitality Meeting 60

Russel Lolacher

APRIL 17, 2023

Ie I looked up leadership the other day, and I kid you not, the Oxford Dictionary of leadership is to lead people, I’m like, you just repeated the word again, it’s not defining anything. And on the leadership leadership team that I’m on, we talk about facts versus story. You know, that sort of thing.

Communication 52

Communication How To Leadership Meeting 52

Russel Lolacher

MARCH 6, 2023

I have such a frustration with organizations that love using their buzzwords, like diversity, inclusion and leadership, but never actually defining what those mean. So the first I want to, so the first thing I always need to do is define terms. So people don’t have any direction.

How To 98

How To Groups Advertising Course 98

Customer Enthusiast

AUGUST 2, 2017

If the cause of inviting unfriendly employees into the company is the latter, and those conducting the job interviews are knowingly relaxing selection criteria in order to expeditiously fill job vacancies, then it’s up to leadership to revisit and reset standards. Value for price paid. Let’s examine the word “effort.”

Hotels 40

Hotels Guest Experience Exceptional Customer Service Study 40

Kate Nasser

MAY 31, 2017

The ultimate customer service culture is not about employees first. Leadership insights & lessons fr Kate Nasser, The People Skills Coach™. The post Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv appeared first on KateNasser.com. It's about unity.

Culture 41

Culture Customer Service Leadership Customers 41