Service or Hospitality?
Customer Enthusiast
MARCH 27, 2024
I learned the distinction between service and hospitality. Service is the action of helping or doing … Continue reading "Service or Hospitality?"
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Customer Enthusiast
MARCH 27, 2024
I learned the distinction between service and hospitality. Service is the action of helping or doing … Continue reading "Service or Hospitality?"
Customer Enthusiast
MARCH 25, 2024
For openers, I learned that hospitality is a zero-disappointment industry. If a customer engages in 10 experiences and you exceed expectations on nine … Continue reading "Hospitality is a Zero-Disappointment Industry" Source
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ShepHyken
DECEMBER 4, 2023
Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. ” “The idea behind having a hospitality mindset is to look beyond the dollar amount customers bring into the business. They can go elsewhere.
Customer Enthusiast
JANUARY 8, 2024
He used the Hilton Honors app to reserve and pay for room 404 in advance and awaited an electronic key to arrive to fulfill his desire for a … Continue reading "The impact of accretion in hospitality" Source
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.”
CX Accelerator
JUNE 27, 2018
Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. Before we talk about anything CX related, I would like to say that the nurses, doctors, and supporting staff who serve in a children's hospital are remarkable people. Customer Experience (CX) is all about creating positive perceptions.
C3Centricity
JUNE 8, 2020
After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. The title of this week’s post might surprise you.
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.
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.
Michel Falcon Experience
MARCH 17, 2023
Michel Falcon:… The post The Golden Rule of Hospitality and Customer Experience appeared first on Michel Falcon. To listen to this episode on Apple podcast, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here.
kommunicate
FEBRUARY 8, 2023
The days of patients having no choice but to visit the hospital for every issue are well [.] The post 5 Common Pain Points of Digital Patient Engagement in Hospitals appeared first on Kommunicate Blog. Last Updated on February 9, 2023 The number of virtual patient visits went from 0.84
Andrew Mcfarland
SEPTEMBER 23, 2022
Employer-hospital partnerships. Employer-hospital partnerships have several benefits for both the hospital and its employees. For example, employer-hospital alliances can provide the employer with access to more health care services while lowering the costs associated with health care. Social and mobile marketing.
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.
CSM Magazine
DECEMBER 6, 2022
There are several benefits to outsourcing customer service in the hospitality industry. Read on to learn more about the benefits of outsourcing customer service in the hospitality industry. Hospitality businesses need to focus on delivering high-quality service to their customers in order to keep them satisfied and coming back.
Michel Falcon Experience
MARCH 17, 2023
I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. This episode is on the golden rule of hospitality, and I want to reframe what that golden rule is. So for me, the golden rule of hospitality is not your choice.
PK
OCTOBER 19, 2020
As the hospitality sector heads into uncharted waters, the guest experience needs to remain top-of-mind. The post Home away from home: Guest experience in hospitality appeared first on PK. In light of recent mass layoffs—namely, Disney theme parks, Carnival Cruise Line and MGM Resorts—one […].
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.
Magellan Solutions
AUGUST 25, 2021
The hospitality industry must place a greater emphasis on customer service in order to provide customers with a wonderful experience. . For this reason, more and more hospitality businesses are trying hard to provide excellent customer service to make their customers happy. They want much more. . Contact us today for more information.
CSM Magazine
JULY 30, 2021
Read on to learn a few tips for improving customer services in the hospitality industry, including how to help employees improve customer services. While meeting clients’ expectations seems enough, it isn’t in an industry with high competition like hospitality. Exceed the needs and expectations of customers.
Totango
JUNE 25, 2020
SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences. As many of us know, COVID-19 has been especially hard on those in the hospitality industry. Ilana Brown: Yes, for sure.
Bill Quiseng
AUGUST 10, 2015
So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. While I was quoted in the first chapter, I bought the Kindle version for the invaluable insight shared by some real hospitality heavyweights. Micah has done that for you here.
CSM Magazine
AUGUST 22, 2023
These advanced virtual assistants represent a harmonious fusion of technology and hospitality, encapsulating the ethos of modern guest services. Conclusion In the vast landscape of the hotel industry, where personal touch and digital efficiency are both vying for dominance, chatbots find their sweet spot right in the middle.
CSM Magazine
SEPTEMBER 28, 2021
Now, as businesses reopen their doors and consumers engage in more leisure activities, we are seeing that those same platforms are providing a wealth of information that enhances the customer experience,” says Anthony Gaskell, Reputation’s EMEA Managing Director, “The hospitality industry is competitive. Acting on feedback.
Interactions
MAY 20, 2021
High expectations and a hiatus from adventure means that customers expect travel and hospitality businesses to be operating at optimal efficiency. . The travel and hospitality industry can still thrive despite unpredictable customer volumes. To learn more about customer preferences in travel, see our research.
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. These numbers demonstrate that healthcare executives must focus on managing online reviews and patient feedback in order to deliver better patient experiences.
Maru Group
AUGUST 13, 2020
The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. Maru/Matchbox recently facilitated a conversation with a group of hospitality professionals, to provide a forum for the exchange of ideas and to better understand the revolution currently underway.
CSM Magazine
AUGUST 17, 2021
There can be no hospitality industry without customer service, and it’s customer service that can make or break a business in the industry. And although the customer is necessarily always right, businesses in the hospitality industry must endeavor to always keep them satisfied. Wow Customers With a Fantastic First Impression.
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.
Customer Bliss
NOVEMBER 6, 2018
Jude Children’s Research Hospital which I visited a few weeks ago. Jude Children’s Research Hospital. Jude Children’s Research Hospital, visit stjude.org. . What I’m going to actually show you is some video footage of their customer room and the anthropologists who work there. To learn more about St.
NetBase
MAY 30, 2019
Such is the lot of hospitality and restaurant brands. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. Here are the things consumers are most concerned with in each industry: Hospitality. One Super Easy Box to Check. Response times—i.e.,
West Monroe
FEBRUARY 10, 2022
While this existed before COVID-19, the pandemic's rapid changes have catalyzed unprecedented investments: Now more than ever, hospitals and health systems are reallocating resources toward patient-centric digital excellence.
ShepHyken
JUNE 10, 2016
This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service.
Talkdesk
APRIL 22, 2020
However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response. Move to the cloud and ensure Business Continuity Talkdesk Business Continuity for Travel & Hospitality is a program specifically targeted at keeping operations up and running at all times.
Up Your Service
MAY 3, 2017
This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. By David Harrington. The rise of white-glove customer service.
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.
Experience Matters
JUNE 19, 2015
In a recent visit to a hospital, a member of my family spotted this patient status screen. In this case, the idea of a real-time status screen is great, but the hospital needs to provide status items that are meaningful for family members in the waiting room. While it’s a wonderful idea, the design falls flat.
Michel Falcon Experience
FEBRUARY 29, 2024
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John Paul
JULY 25, 2018
Brand hospitality implies an entirely client-centric focus where the product is simply the point of departure towards a much wider and enriched brand experience. L’article What is your brand hospitality score ? This results in long-term brand equity. est apparu en premier sur John Paul.
Ann Michaels and Associates
JUNE 5, 2020
Interesting enough, there is a similar pivot within the hospitality industry. The Retail & Hospitality Shift. With more and more online boutiques popping up, shoppers are provided an unshared, chic, shopping experiences that doesn’t feel like the Gap store down the street. . How are you going to stand out?
Experience Matters
MARCH 14, 2018
We recently asked nearly 2,000 hospital patients about their experiences. Two of the areas we examined were their emotions and their likelihood to recommend the hospital, measured by Net Promoter® Score (NPS). Of these hospital patients, 46% are promoters, 30% are detractors, which results in an average NPS of 16.
Avaya
MARCH 13, 2017
We especially see this in one of today’s most customer-centric industries: hospitality. This is a serious issue, considering that the hospitality industry is coming off five consecutive years of employee turnover rate increases. The answer has a lot to do with front office operations (or, more accurately, lack thereof).
Customer Enthusiast
JANUARY 2, 2018
He has succeeded by honoring the hospitality “sweet spot,” where exceptional customer service and uncompromising character intersect. Thank you, Ed, for your lessons in hospitality over the past two decades and, more so, for your personal example. Don’t settle for ordinary. Choose extraordinary.
Currency Alliance
JANUARY 18, 2021
Here are three predictions of how loyalty programs must evolve in hospitality. It’s time for hotel operators to re-evaluate how well their ace in the hole – their loyalty program – is enabling every function of their business to deliver more value. A bed is not just a bed. The hotel is a dispensary of experiences.
LoyaltyPlus
NOVEMBER 9, 2018
Loyalty programmes or rewards programmes are a major revenue generator in the hospitality industry and keeping operators front of mind, seeing as it is offered to customers who regularly support a company. The key objective is not only to keep the current customer happy, but open the door to new prospective customers.
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