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

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

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

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

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

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

SurveySensum

MAY 9, 2025

With a hospital feedback system, you can act quickly, improving wait times and workflows, and ultimately, creating a better patient experience. Whether its a review or direct feedback, your patients opinions matter and can directly impact your hospital feedback system. Delivering better care faster and more patient-focused.

Healthcare 52

Healthcare Hospitality Hospitality Close the Loop 52

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

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

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

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

RateMyService

APRIL 28, 2025

For families navigating insurance approvals or complex hospital systems, its another burdening layer. Thank you to James Muiruri , Assistant VP of Patient Experience at LifeCare Hospitals, for contributing to thisarticle. Misaligned resources When our frontline staff are exhausted and overwhelmed, compassion becomes the first casualty.

Healthcare 52

Healthcare Hospitality Hospitality Touchpoint 52

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

Zendesk

OCTOBER 6, 2023

Some 59% of customers believe businesses should use the data they collect about them to personalize their experience How messaging can drive more engagement and loyalty between brands and customers—especially if those customers are in transit and stressed out The value of custom bots, which can make life easier for customers and agents The post Delivering (..)

Transportation 52

Transportation Hospitality Hospitality Customer Service 52

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

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. Genuine rapport is characterized by authenticity. This includes both rational and emotional needs.

Hospitality 188

Hospitality Hospitality Social Media Contact Center 188

Customer Think

SEPTEMBER 1, 2021

The hotel sector of the hospitality industry is trying to keep up with the rest of the business world […]. Avoiding human connection is often a byproduct of this cultural obsession with convenience and modernity. And in many cases, it works out. But not always.

Hospitality 122

Hospitality Hospitality Customer Experience 122

Fonolo

SEPTEMBER 25, 2018

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’. Together, the term speaks to an honest and open approach to hospitality.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

C3Centricity

MAY 20, 2019

Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! ” #2.

Hospitality 106

Hospitality Hospitality Social Media Innovation 106