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

ECXO

DECEMBER 25, 2024

Airbnb: Redefining Hospitality Airbnbs growth is a testament to the power of listening to customers. By understanding the desires of modern travelers for unique, affordable accommodations, Airbnb disrupted the hospitality industry.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Zendesk

JULY 12, 2023

That said, hospitality brands continue to face challenges that impact their ability to consistently deliver a high level of service to their guests, including: Labor shortages: Like most industries, hospitality companies struggle to maintain staffing levels to pre-pandemic levels, including customer service and guest service staff.

Hospitality 93

Hospitality Hospitality Engineering Innovation 93

Intercom, Inc.

MARCH 31, 2020

Many medical offices and hospitals are extremely crowded due to COVID-19. In order to help as many medical facilities as possible during this time, digital assistant for doctors Suki is now free for urgent care, hospitals, critical care centers, and more. We will continue to update this list with more stories in the coming weeks.

Hospitality 212

Hospitality Hospitality Healthcare Transportation 212

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. In the old days, it might have taken months to notice this pattern through quarterly CSAT reports.

VOC 110

VOC AI Social Media Hospitality 110

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. No two sites were the same and I became an expert in a variety of different parking management tools. Ben Motteram.

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. No two sites were the same and I became an expert in a variety of different parking management tools. Ben Motteram.

Hospitality 182

Hospitality Hospitality Healthcare CX 182

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

Qmatic

JUNE 1, 2022

Not wanting to hang around a hospital is universal. Patients are nervous, scared, and likely in pain. Plus, there are folks sneezing. It certainly can make for an uncomfortable and unhealthy situation.

Hospitality 78

Hospitality Hospitality Healthcare 78

Hodusoft

SEPTEMBER 25, 2024

From Fragmented to Streamlined: How IP PBX Integration Enhances Hospital Management Systems? For hospitals and healthcare organizations, ensuring the right care for patients is at the heart of everything they do and every strategy they design. percent from USD 5.46 billion in 2023 to USD 20.11 billion by 2032.

Hospitality 64

Hospitality Hospitality Healthcare Data Entry 64

Execs In The Know

MARCH 12, 2025

In hospitality, change is the only constant. Edmonds journey in hospitality started beside her grandmother, making hotel beds. From there, she rose through the ranks, taking on corporate roles that gave her a panoramic view of hospitality, from the frontlines to the executive suite. Hospitality is evolving at breakneck speed.

Hospitality 52

Hospitality Hospitality Innovation Technology 52

Callminer

JANUARY 18, 2023

As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog.

Healthcare 182

Healthcare Hospitality Hospitality 182

Bill Quiseng

APRIL 25, 2021

Within the hospitality industry, we considered everything from hand sanitizers to Plexiglas shields, from floor and door decals to HVAC filters, reallocating the funds to cover the costs. We sought recommendations from experts, vendors, and our competitors to see what they were doing in response. Assess every position.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

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 Pharmaceutical Hospitality Hospitality 162

Beyond Philosophy

FEBRUARY 10, 2020

For example, we did work with Memorial Herman Hospital System in Houston many years ago that wanted to improve their patient experience. Now that we had revealed the actual unmet need, the hospital system could address it. However, hidden unmet needs exist that are far more realistic that we can address.

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

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

Intercom, Inc.

AUGUST 13, 2018

Instead of Half-Life or GoldenEye, I was drawn to simulation games such as SimCity , The Sims and Theme Hospital – titles that rewarded strategy over speed, patience over practice. Theme Hospital. In Theme Hospital, you have to figure out how much to spend hiring, training and retaining high quality doctors.

Gaming 163

Gaming Hospitality Hospitality Start-ups 163

Inside Customer Service

MAY 20, 2021

A medical device manufacturer needed to get a specific item to a hospital for a patient having surgery the next day. The normal ordering procedure wouldn’t get the device to the hospital in time, so a customer service rep decided to improvise. There are a few cases when the normal procedure doesn’t apply.

Customer Experience 190

Customer Experience Hospitality Hospitality Manufacturing 190

Execs In The Know

MARCH 13, 2025

Your dedication to innovation, service, and human connection continues to set the standard for the travel/hospitality and CX industry. A special thank you to Alvin Stokes and the entire Princess Cruises team for sharing their insights and leadership with us at Customer Response Summit.

Hospitality 59

Hospitality Hospitality Touchpoint Contact Center 59

Inside Customer Service

JULY 11, 2024

Case Study: Waterton Waterton is a real estate investment and management company that focuses on multifamily and hospitality properties. It’s a combination of the words "residential" and "hospitality." It manages approximately 30,000 apartment units. CX Vision Resitality® Resitality is Waterton’s brand promise.

CX 149

CX Invoicing Real Estate Hospitality 149

Shep Hyken

NOVEMBER 3, 2021

While he’s in the hospitality industry, this could apply to any type of business. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. One of our faithful subscribers sent in a question. It could be an isolated incident, which is easy to fix.

Hospitality 141

Hospitality Hospitality Customer Experience Customer Service 141

Futurelab

JUNE 14, 2024

And as an answer, I got a widest smile and a passionate speech about the owners being passionate and empowering the team, how long they are together, how they all work there because they like hospitality and cherish their loyal customers. I told him they made my day; he told me I made his week.

Hospitality 162

Hospitality Hospitality AI CX 162

ECXO

DECEMBER 4, 2024

For instance, in the healthcare sector, Siemens Healthineers ensures hospitals maximize the uptime and performance of diagnostic equipment through dedicated support teams and advanced analytics. Boeing : Boeing provides extensive customer support to airlines purchasing their aircraft.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Zonka Feedback

DECEMBER 6, 2024

A patient walks into your hospital, expecting care and compassion. But something goes wronga delayed appointment, unclear instructions, or a lapse in hygiene. Frustrated, they leave not just with disappointment but a complaint that could define their entire experience.

Hospitality 52

Hospitality Hospitality Healthcare 52

Zonka Feedback

DECEMBER 6, 2024

A patient walks into your hospital, expecting care and compassion. But something goes wronga delayed appointment, unclear instructions, or a lapse in hygiene. Frustrated, they leave not just with disappointment but a complaint that could define their entire experience.

Hospitality 52

Hospitality Hospitality Healthcare 52

Customer Think

DECEMBER 30, 2023

We train hospitality teams, […] In good customer experience fashion, we put significant effort into finding the perfect location. We agonized over the details of choosing the perfect food. And we made it an imperative to find a team that delivered excellent customer service.

Hospitality 52

Hospitality Hospitality Customer Service Customer Experience 52

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. While today both are recovering, businesses are grappling with new realities on the ground—and in the air.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

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

Bill Quiseng

MAY 3, 2023

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

Hospitality 167

Hospitality Hospitality Social Media CX 167

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. These extra fees have been growing for the past decade, and this year, U.S. hotels are expected to add on $2.55 billion in fees, according to research by the Jonathan M.

Hospitality 167

Hospitality Hospitality Social Media Customer Expectations 167

Beyond Philosophy

MARCH 31, 2020

I remember once how customers were complaining about the cleanliness of their rooms in a hospital even though they were being cleaned every day. in some hospitals in Asia. So we might get to see robots more often in hospitals and AI will spread further in healthcare. Healthcare, AI, and Robotics. Deliveries & Driving.

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

Zendesk

OCTOBER 6, 2023

Travel and hospitality companies are facing challenges that are impacting their ability to deliver quality customer service, including labor shortages, rising service costs, lagging transformation to digital, and customers who are increasingly demanding hyper-personalization.

Hospitality 52

Hospitality Hospitality CX Customer Service 52

ECXO

JUNE 11, 2023

This has resulted in increased bookings and customer satisfaction, and has helped Airbnb disrupt the hospitality industry. Airbnb – the American online rentals marketplace has implemented a user-friendly website and mobile app that provides personalised recommendations, easy booking, and seamless communication between hosts and guests.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

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. If you’re a hospital case manager, and you’re telling a 71-year-old spouse that her husband needs to check in to rehab tomorrow, what questions might the wife have? What’s Your Customer’s Panic Question?

Transportation 110

Transportation Hospitality Hospitality Case Management 110

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. I wanted them to have a “better than the average” experience that guests expected. So I served to WOW them. I served to CARE (Communicate. Acknowledge. Big difference.

Hospitality 156

Hospitality Hospitality CX 156

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. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job.

Social Media 158

Social Media Hospitality Hospitality Customer Survey 158

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. 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?

Hospitality 183

Hospitality Hospitality Customer Survey Customer Service 183