Bill Quiseng

JANUARY 26, 2023

In hospitality, your people are NOT your most important assets. Ultimately, success in hospitality is all about interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. There are a lot of people wanting to enter the hospitality business. The right people are.”

Hospitality 88

Hospitality Hospitality Education Retail 88

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 190

Technology Technology Hospitality Hospitality 190

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying.

AI 194

AI CX Customer Experience Artificial Intelligence 194

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. Some have barely started or are still in the early stages of development.

Customer Experience 156

Customer Experience CX B2B Hospitality 156

CX Accelerator

NOVEMBER 26, 2021

In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I work with great people and we’re building customer experience in from the start! Ben Motteram. Dan Brown. Erica Mancuso.

Hospitality 182

Hospitality Hospitality Healthcare CX 182

CX Accelerator

NOVEMBER 26, 2021

In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I work with great people and we’re building customer experience in from the start! Ben Motteram. Dan Brown. Erica Mancuso.

Hospitality 182

Hospitality Hospitality Healthcare CX 182

ECXO

JUNE 11, 2023

How do customers experience your brand – across touchpoints? Develop a customer journey map – (re)mapping the customer journey will help you identify areas where you can improve the customer experience. How do you ensure your people understand the part they play in improving what your customers experience?

B2B 390

B2B B2C Touchpoint Actionable Insights 390

Intercom, Inc.

AUGUST 8, 2019

Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience.

Customer Experience 168

Customer Experience Start-ups Engineering Hospitality 168

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 122

Customer Experience Hospitality Hospitality Start-ups 122

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Since then, he’s gone on to lead operations at several major hospitality brands, such as Choice Hotels, UBM, and Hershey. Kristyn Emenecker is a long-time customer advocate and customer experience thought leader.

Contact Center 142

Contact Center Customer Experience AI CX 142

Customers That Stick

JULY 15, 2015

I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his practice was affiliated with. My schedule was packed and the hospital was not close, so I found a major testing company that was closer to home and gave them a call. Bad Systems. “Bad” People.

Hospitality 145

Hospitality Hospitality Healthcare Start-ups 145

Customer Think

MAY 11, 2023

Hospitality is a cornerstone of customer experience in travel, healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer loyalty. However, when it comes tim.

Hospitality 64

Hospitality Hospitality Healthcare Customer Loyalty 64

Inside Customer Service

JULY 11, 2024

Customer-focused leaders do this with a customer experience (CX) vision. A CX vision is a shared definition of an outstanding customer experience that gets everyone on the same page. He was frustrated because his company consistently lost business to GreatAmerica because of their superior customer experience.

CX 149

CX Invoicing Real Estate Finance 149

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 165

Healthcare Pharmaceutical Hospitality Hospitality 165

Beyond Philosophy

NOVEMBER 2, 2016

Yet, according to the New York Times , this is the way things are headed in the hospitality industry. Tisch Center for Hospitality and Tourism at New York University. From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things.

Hospitality 167

Hospitality Hospitality Social Media Customer Expectations 167

Customer Bliss

MARCH 1, 2018

How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Before becoming the Chief Patient Officer at Cedars-Sinai, he was the program coordinator for the oncology program at Northside Hospital in Atlanta.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Customer Think

DECEMBER 30, 2023

Last week The Petrova Experience, like many companies, hosted our holiday party. In good customer experience fashion, we put significant effort into finding the perfect location. And we made it an imperative to find a team that delivered excellent customer service. We train hospitality teams, […]

Hospitality 52

Hospitality Hospitality Customer Service Customer Experience 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Bill Quiseng

OCTOBER 26, 2020

With these safeguards, you have simply changed a negative experience to one that is neutral. But what are you doing to move the experience from neutral to memorably positive? Hearing about hospitalizations, the struggling economy, and massive layoffs every day, your associates are still anxious and concerned about their jobs.

Hospitality 183

Hospitality Hospitality Customer Survey Customer Service 183

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Expand the Horizon of Helping People.

Hospitality 57

Hospitality Hospitality Healthcare CX 57

Beyond Philosophy

MARCH 31, 2020

Whilst, you can’t expect in times like these, an outstanding customer experience, I had a super easy and cost-free experience canceling a number of trips with some organizations and a very difficult experience with others. But there are other, not-travel related customer experience shambles too!

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

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. Customers feel valued because you value their opinion.

Social Media 158

Social Media Hospitality Hospitality Customer Survey 158

CommBox

AUGUST 16, 2021

Customer Communication in the hospitality and tourism industry is rapidly changing due to industry events. The hospitality and tourism industry took one of its biggest hits in 2020. The hospitality and tourism industry continues to struggle as the pandemic still significantly affects worldwide travel.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52

CommBox

AUGUST 16, 2021

Customer Communication in the hospitality and travel industry is rapidly changing due to industry events. The hospitality and travel industry took one of its biggest hits in 2020. The hospitality and travel industry continues to struggle as the pandemic still significantly affects worldwide travel. According to the U.S.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52

Steven Van Belleghem

FEBRUARY 21, 2021

They helped him to a hospital, where he recovered. The post Four cool customer experience stories you probably didn’t know yet (Part 3) appeared first on Steven Van Belleghem. He even missed his birthday – and the cake they had planned to give him.

Customer Experience 98

Customer Experience Hospitality Hospitality Social Media 98

Myra Golden Media

MAY 7, 2019

After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know?

Transportation 110

Transportation Hospitality Hospitality Case Management 110

Customer Think

SEPTEMBER 8, 2024

Using the Hospitality Mentality to Shape Your Company Culture Shep Hyken interviews Alan Williams, Founder and managing director at SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today’s Values-Based Economy.

Hospitality 69

Hospitality Hospitality Customer Experience 69

Fonolo

NOVEMBER 19, 2020

Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity. Call-backs allow your contact center to defer customer calls to a later time, easing the burden off your agents.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

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 Hospitality Social Media CX 167

Fonolo

SEPTEMBER 25, 2018

Customer service in Japan is internationally regarded as some of the best in the world and unlike any other. So, what is at the core of this reputation for exceptional hospitality and customer service? Japanese hospitality centers around a term called ‘omotenashi’: ‘Omote’ means ‘public face’, and ‘nashi’ means ‘nothing’.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

Inside Customer Service

AUGUST 8, 2024

For example: Smiling and using positive body language Asking questions that display an interest in the customer Offering gestures of hospitality, such as a bottle of water on a warm day L = Listen Understand your customer's needs. In conversations, use active listening skills to identify your customer's needs.

Hospitality 188

Hospitality Hospitality Social Media Contact Center 188

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 113

Technology Technology Hospitality Hospitality 113

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. To Improve the Digital Experience, You Can’t Ignore Emotions. Most organizations pay little attention to emotions, focusing instead on the rational elements of a customer experience.

Net Promoter Score 138

Net Promoter Score Hospitality Hospitality Customer Loyalty 138

Customer Think

JULY 24, 2023

If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. The hospitality industry faces real challenges. It is true. By extension, guests face p.

Hospitality 52

Hospitality Hospitality Customer Experience 52

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. I had the honour of talking with Seth Godin at the UBA Trends Day very recently (Check the recap that Peter Hinssen and I made here ) and yet again, he proved that he is a god amongst men when it comes to branding, storytelling, marketing and customer experience.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109