Customer Bliss

JUNE 28, 2018

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. Vishal Bhalla CXO @Parkland Click To Tweet.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 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. Leadership #EmployeeSatisfaction Click To Tweet. However, the story doesn’t end there.

Healthcare 285

Healthcare Consumers Customer Service Company 285

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Define Your Purpose and Value.

Customer Experience 196

Customer Experience Hospitality Leadership Culture 196

Customer Bliss

APRIL 4, 2017

Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. She has held various leadership roles along the way and currently serves as the Vice President for Cabin Services. About Sonya. Staying connected.

Airlines 204

Airlines Hospitality Leadership Connections 204

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. Christopher has been in the hospitality industry since 1997 and his long journey makes him an expert at understanding the importance of customer feedback. Chris uses?various

Hospitality 236

Hospitality Insurance B2C Groups 236

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. To respond to increasing patient expectations, more health care organizations are looking to retail and hospitality for inspiration on how to improve the end-to-end patient experience.

Hospitality 247

Hospitality Retail Leadership Culture 247

Blake Morgan

OCTOBER 22, 2024

As Calvin Stovall, Chief Experience Officer of Iconic Presentations and hospitality expert, explains, “70% of a brand’s perception is shaped by its employees.” With over 30 years in hospitality and customer service, he believes that people are the heart of any brand. Blake Morgan was called “The Queen of CX” by Meta. 8CXLaws.com.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

Customer Bliss

MAY 16, 2018

Union Square Hospitality Group leads by example. Danny Meyer who runs the Union Square Hospitality Group proves how companies with business practices and employees that deliver values-based and human experiences significantly beat the S&P 500. But the key to growing in this manner is leadership.

Customer Service 201

Customer Service Hospitality Leadership Groups 201

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. I’m happy to present my Leadership Series of interviews to you again. I hope you enjoyed this collection of my Leadership Series. Adrian Swinscoe.

Customer Service 189

Customer Service Social Media Hospitality Leadership 189

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. Customer Engagement Customer Experience customer service Featured communication customer advocacy leadership linkedin'

Hospitality 251

Hospitality Social Media Consulting Leadership 251

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. Christopher has been in the hospitality industry since 1997 and his long journey makes him an expert at understanding the importance of customer feedback. Chris uses?various

Hospitality 210

Hospitality Insurance B2C Groups 210

ReviewTrackers

MARCH 6, 2017

” Customer Success Story: Nicklaus Children’s Hospital. Nicklaus Children’s Hospital is one of the leading pediatric hospitals in the nation. The leadership teams are able to gain insight into the customer experience.”. To download the case study, please click “Read it now.”

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85

ShepHyken

DECEMBER 9, 2024

“Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. ” About: Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute.

Feedback 73

Feedback Effort Score Airlines Hospitality 73

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

Alida

AUGUST 27, 2018

Hospitals with “excellent” patient ratings see a net margin of 4.7%, on average, compared to just 1.8% for hospitals with “low” ratings. Challenge 1: Lack of leadership to drive patient centricity. The leadership team must create a mandate that patient experience should come first.”.

Hospitality 95

Hospitality Retail Leadership Study 95

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Analyse your leadership regarding each team and employee journey, and ask yourself, “what is your role in their experience, participation, engagement and results?”

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? It features Bob Chapman, CEO of Barry-Wehmiller, and his approach to leadership that we can/should all learn from. He's a very genuine and caring person, and I love how he's trying to shift the leadership paradigm.

Leadership 169

Leadership Culture Hospitality Measurement 169

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. His team was united in a vision and all had a desire to work together, which is one of the first steps in CX transformation — uniting leadership.

System 162

System Hospitality Customer Experience Guest Experience 162

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. Lets make sure our stakeholders and our senior leadership have a strong connection with this partner. We sat down with Peter Longo, Director of Strategic Sourcing and Logistics at St.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Customer Bliss

MAY 30, 2017

Claudiu brings 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and strategy consulting, and is a published expert in the field of customer experience. Claudiu serves as a member of Citizens Executive Leadership Group and is also a part of the Harvard Business Review Advisory Council.

Financial 121

Financial Banking Healthcare Leadership 121

Steve DiGioia

APRIL 10, 2023

When 2 “hospitality guys” get together, there’s bound to be many stories and CS/CX secrets to share. Thanks, Tony Johnson for having me as a guest on your podcast. Click here to listen.

Hospitality 29

Hospitality Leadership Training Customer Service 29

Bill Quiseng

JULY 24, 2024

As a general manager/managing director for 27 of 43 years in hospitality, I planned to retire and be a customer CARE speaker, but, then, everything went south. customerservice #customerexperience #leadership #custserv #custexp #cx I wanted them to have a “better than the average” experience that guests expected. Acknowledge.

Hotels 156

Hotels Hospitality Leadership Customer Care 156

Customer Bliss

SEPTEMBER 19, 2019

In today’s episode, Lisa Allen , the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience. CX #leadership #healthcare Click To Tweet. Well, you make your own! She has her Ph.D.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Customer Bliss

FEBRUARY 19, 2019

Every year, sick kids in children’s hospitals around the world rush from their hospital beds and exam rooms to high-five the superhero window washers, making their way down the building in front of their very eyes. Then these superhero men and women meet with the kids and give them a memory they soon won’t forget.

Brands 208

Brands Chief Customer Officer Hospitality Course 208

ECXO

JUNE 11, 2023

Buyers are also often seeking a strategic partnership and thought leadership to help them solve their biggest problems. This has resulted in increased bookings and customer satisfaction, and has helped Airbnb disrupt the hospitality industry. That’s a lot to think about for now.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Customer Bliss

MARCH 18, 2020

Here are 3 areas of leadership and humanity to consider for your business now: 1. In service industries where people have to show up, such as healthcare, retail and hospitality, delivering peace of mind that you are elevating care for their physical well-being is the highest message of “we care.” Show Your Kindness. Extend Grace.

Financial 215

Financial Healthcare Policies Hospitality 215

Blake Morgan

NOVEMBER 28, 2023

                                 How can the concept of “Unreasonable Hospitality” reshape the landscape of customer experience within the contact center? The interplay of hospitality and excellence, thriving amidst their inherent tension, defines his remarkable success.

Hospitality 59

Hospitality Contact Center Leadership Culture 59

Customer Bliss

OCTOBER 11, 2016

Under Mark’s leadership, Hilton launched Hilton@PLAY– a call to action to get out, explore the world and…play! How did Mark move towards one-company leadership in such a huge organization? One of my most important customer experience competencies has always been one-company leadership. Hilton is a massive global brand.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Bill Quiseng

OCTOBER 26, 2020

Hearing about hospitalizations, the struggling economy, and massive layoffs every day, your associates are still anxious and concerned about their jobs. Reassure them by your actions that their leadership team CARES. But what are you doing to move the experience from neutral to memorably positive? CARE for your Associates first.

Guidelines 183

Guidelines Hospitality Exceptional Customer Service Leadership 183

Customer Bliss

DECEMBER 26, 2018

Hotels, hospitals, insurance companies, pet stores, airlines, you name it. CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. Now, nearly every type of industry takes surveys. Start with the story of customers’ lives. ? ?

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Other brands have gone down this path.

Industry 161

Industry Hospitality Leadership Customer Service Training 161

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 195

Hospitality Call Center Retail NPS 195

NICE inContact

JUNE 27, 2017

When it comes to competitive industries, few rank higher than hospitality. We differentiate ourselves in the highly competitive hospitality sector by how we handle our guests,” explained John Zurn, Senior Director of Reservations and Customer Care. Hear more of Carlson’s story in their own words in this quick 2-minute video.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The maintenance engineer—inspired by your leadership—has now provided genuine service that anticipates the customer’s needs. email, chat, web).

Leadership 68

Leadership Customer Service Hospitality Hotels 68

Bill Quiseng

MARCH 1, 2021

Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way.

Leadership 148

Leadership Hospitality Consulting Consumers 148

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133