BirdEye

FEBRUARY 6, 2023

Social media and healthcare topics have significantly become intertwined. Across all major social media platforms, wellness, and healthcare topics have overtaken almost all conversations. According to a study by PatientsLikeMe, a growing number of people (11%) turn to social media for reliable healthcare information.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. Be Active on Social Media You can’t underestimate the importance of social media marketing for reputation management.

Feedback 195

Feedback Management Social Media ROI 195

GetFeedback

NOVEMBER 25, 2019

Hospitals: 76%. Internet Social Media: 72%. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hotels: 76%. Household Appliances: 80%. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%. Internet Search Engines and Information: 79%. Internet Service Providers: 62%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

InMoment XI

JUNE 7, 2024

With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. During their stay, encourage guests to share their experiences on social media and review platforms. Hotel reputation management has never been more important.

Hotels 195

Hotels Management Social Media Hospitality 195

BirdEye

MARCH 7, 2023

Research predicts that the number of people using social media will grow to about 5 billion in 2023. This year alone, 300 million more people are set to use social media than the previous year. Table of contents Challenges of managing social media for business Why is social media important for your business?

Social Media 94

Social Media Tips Multi-Channel Infographics 94

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. With the prevalence of online reviews and social media, managing and enhancing guest experiences is crucial to maintaining a positive brand image.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

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. Please support these wonderful folks by connecting with them on social media and sharing these posts on Twitter, Facebook, LinkedIn, etc.

Customer Service 189

Customer Service Social Media Hospitality Leadership 189

Experience Investigators by 360Connext

OCTOBER 3, 2023

Social media monitoring: CX teams and brand leaders can monitor social media channels to see what customers talk about in relation to the brand. Facial Recognition for CX Airports, hospitals, and hotels have been testing and using facial expression recognition software with some success in recent years.

Feedback 270

Feedback How To Social Media Analysis 270

InMoment XI

AUGUST 14, 2024

By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral. Restaurants Restaurants can leverage AI to analyze customer feedback from review sites, social media, and direct feedback forms.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

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

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. As anyone who has been to the emergency room of a hospital knows, patience is important.

Healthcare 285

Healthcare Consumers Customer Service Company 285

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

InMoment XI

OCTOBER 29, 2024

This can happen through social media, forums, or events. Net Promoter Score (NPS) Customer churn rate Customer retention rate Social media engagement Customer Loyalty Index (CLI) Customer Satisfaction Score (CSAT) Loyalty is easy to understand, but how do you quantify it? Build A Community Around Your Offerings.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Steve DiGioia

SEPTEMBER 5, 2022

Social media “influencers” claim it. A 20+ year hospitality career. And, nowadays, they have more social media followers than I could ever imagine. Job descriptions expect it. And we listen to those we assume are one. An “expert”. But who is really an expert? What Are the Requirements to be an Expert?

Social Media 208

Social Media Hospitality Video Tools 208

ReviewTrackers

MARCH 6, 2017

Whether it’s in the form of a detailed review on Google or Facebook, an overall star rating on Dr. Oogle or Healthgrades, personal recommendations on ZocDoc or Vitals, or candid comments on social media, the opinions, experiences, and feedback shared by patients have the power to influence the behavior of those looking for care.

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85

InMoment XI

AUGUST 1, 2024

Customer sentiment analysis involves using natural language processing (NLP) and machine learning techniques to analyze customer feedback from various sources— think social media, reviews, surveys, and more. First, collect feedback from various sources, including social media, reviews, surveys, and support interactions.

Measurement 195

Measurement Effort Score How To Hotels 195

BlueOcean

DECEMBER 2, 2024

When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. Paul has earned acclaim for his outstanding management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Empathy is key.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 162

Healthcare Hospitality Social Media Financial 162

Beyond Philosophy

DECEMBER 10, 2018

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. Surveys, Social Media, and Customer Memories.

Social Media 158

Social Media Hospitality Survey Airlines 158

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. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

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

Bill Quiseng

MAY 3, 2023

When you are Magnificently Boring to CARE, your customers are WOWED and happy, returning again and again, raving to others on social media. customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality

Hospitality 167

Hospitality Social Media Loyalty Connections 167

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. For example, if you want to target younger members, a good practice would be to enhance your social media presence. As a result, their success relies on the trust their members place in them.

Management 195

Management Social Media Financial Banking 195

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. It's about building real connections and driving strong social media engagement.

Social Media 52

Social Media Hotels Strategy Marketing 52

InMoment XI

SEPTEMBER 25, 2024

Sentiment Analysis : Businesses use NLP to analyze customer feedback, reviews, and social media conversations to determine customer sentiment toward their products, services, or brands. Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. million global participants.

Data 195

Data Social Media Net Promoter Score Analysis 195

Magellan Solutions

MAY 29, 2021

Social Media plays an important role in all industries, especially in health care. . Healthcare leaders are now enlisting the assistance of healthcare BPO support services to help them examine the role of social media in doing busines s. 9 Ways Healthcare BPO Make Use of Social Media. Evaluating Competitors.

Social Media 52

Social Media Healthcare Hospitality Call Center 52

Customer Bliss

JUNE 6, 2018

Then, he spent time gathering customer feedback from call centers, social media, etc. In the first 6 months of his role, Eric focused on the following: Fixing the measurement program in order to capture the VoC in the right way with the right level of understanding.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Ann Michaels and Associates

JUNE 5, 2020

Interesting enough, there is a similar pivot within the hospitality industry. With more and more people waking up and looking at their Instagram accounts, posting incredible places they’ve been, the increase in social media influences, and Gen Z gearing up to lead the way, hotels are following suit and adjusting strategy.

Hospitality 59

Hospitality Retail Social Media Hotels 59

BirdEye

DECEMBER 15, 2023

Have you ever wondered why multi-location businesses have different social media accounts? Our recent webinar, ‘Local social: How to manage social media across locations,’ for Birdeye VIEW 2023, unveils the real-life success story of Valley Veterinary Care’s social media reputation management.

Social Media 59

Social Media Management Metrics Connections 59

ECXO

DECEMBER 25, 2024

Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. in-store, online, mobile apps, and social media). Airbnb: Redefining Hospitality Airbnbs growth is a testament to the power of listening to customers.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. Sprinklr Sprinklr is a customer experience management platform specializing in social media, emails, and messaging apps.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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

InMoment XI

DECEMBER 13, 2024

On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media. It tracks KPIs like chat response times, email resolution rates, and social media engagement. 67% of customers prefer using live chat, social media, and texting to reach support teams.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

InMoment XI

MAY 14, 2024

This can include sending follow-up emails or text messages after appointments, including review links on your website and social media profiles, and displaying signage in your clinic inviting patients to share their experiences.

Healthcare 195

Healthcare Management Hospitality Analysis 195

PeopleMetrics

JANUARY 30, 2025

2) Unfiltered Truth One of my favorite examples comes from a hospitality client who discovered their AI-analyzed social media feedback painted a very different picture than their traditional surveys. Turns out, customers were more honest on social media than they were in survey feedback channels.

Social Media 110

Social Media Telecommunications Hospitality Call Center 110

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

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. “We Bigger impact for Carlson Rezidor.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120