InMoment XI

JULY 29, 2014

There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization.

Culture 200

Culture Hospitality Article Customer Service 200

InMoment XI

JULY 29, 2014

There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization.

Culture 200

Culture Hospitality Article Customer Service 200

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 Hospitality Social Media Financial 165

CX Accelerator

MAY 28, 2019

So how does one develop a team culture such as this? Nurses in many hospitals have the ability to initiate a “ code lavender.” These are but a few ways to develop a culture of caring. It’s superior to even perfect processes or perfect technologies! Naturally, it begins with being very picky about your new hires.

Culture 140

Culture Contact Center Events Hospitality 140

Customer Bliss

JUNE 6, 2018

Asking, how do we build a learning organization in a culture of continuous improvement? Eric knew that changes had to be integrated into the culture and employee experience. He needed to ensure cultural changes and process changes are fueled by the customers and their needs, wants and expectations. Think about CX of the Future.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

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. Hospitality, we can say, is a pretty ‘old’ industry. Those points above inspire me to infuse the customer-first culture into my startup. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. Building the Company Culture of Truth.

Culture 103

Culture Hospitality Feedback Communication 103

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. If you’re in manufacturing, look to the hospitality experts in, well, hospitality. [Originally published in Forbes.com. email, chat, web).

Customer Service 256

Customer Service Customer Experience Hospitality Hotels 256

Customer Bliss

NOVEMBER 6, 2018

You may remember from your Anthropology 101 class in college that anthropology is the study of human societies and that ethnography is the study of the customs of individual people and cultures. Jude Children’s Research Hospital which I visited a few weeks ago. Jude Children’s Research Hospital.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. To respond to increasing patient expectations, more health care organizations are looking to retail and hospitality for inspiration on how to improve the end-to-end patient experience. The time to improve is now.

Hospitality 247

Hospitality 2015 Retail Leadership 247

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry.

2023 207

2023 Contact Center Leadership Hospitality 207

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.

Hospitality 74

Hospitality Travel Brands Airlines 74

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? The front desk is the heart of a hotel, managing guest experiences and providing 24/7 hospitality. Ready to know the secret to gracious hospitality? We possess extensive hospitality knowledge and can streamline your processes.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

BlueOcean

JUNE 26, 2018

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 exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Empathy is key.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

The DiJulius Group

NOVEMBER 13, 2019

One story that really stood out to me was the story of the culture that existed in a Rhode Island Hospital. The culture of fear that had been created, specifically in interactions between doctors. The post How Much Harm Can a Bad Culture Actually Cause? Read Full Article. appeared first on The DiJulius Group.

Culture 65

Culture Hospitality Books Article 65

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Define Your Purpose and Value. Implement the Work.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

Magellan Solutions

FEBRUARY 14, 2024

They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. Analysis of patient records, lab/pharmacy data, hospital statistics, and clinical data enables improved outcomes and lower costs. This raises satisfaction. Elevate Patient Care: Outsource With Magellan Solutions!

Call Center 98

Call Center Healthcare Hospitality Insurance 98

ShepHyken

MARCH 30, 2021

Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. About: Adele Gutman Milne is a culture and guest experience expert and host of the Hospitality Reputation Marketing Podcast: Get Great Reviews.

Hospitality 138

Hospitality Guest Experience Advertising Culture 138

Customer Bliss

OCTOBER 25, 2018

You’ll hear an excerpt from Vishal Bhalla , VP and CXO of Parkland Hospital , whose 2-year journey with hospital visits inspired him to serve and become a leader in healthcare. The desire to align his purpose with action placed him in an entirely new industry, working in a hospital that also aligned with his values.

Hospitality 162

Hospitality Customer Experience Guest Experience Chief Customer Officer 162

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. They call it the TakeCare It is a culture that is all about listening, having empathy, responding with clarity, and delivering on the customer’s expectations.

Hospitality 116

Hospitality Customer Confidence Travel Culture 116

BlueOcean

MARCH 14, 2024

Michael’s Hospital in Toronto, Ontario, Peter Longo, to talk about, well, his title says it all: strategic sourcing. We sat down with Director of Strategic Sourcing and Logistics at St.

Contact Center 177

Contact Center Hospitality Article Customer Care 177

Forrester

MARCH 29, 2016

What's interesting though, is that a high level of empathy enables Japanese organizations to overcome their CX maturity shortcomings by delivering an exquisite level of hospitality service. One misconception is that this equisite hospitality is solely and inherently connected to Japanese culture and cannot be easily replicated elsewhere.

Culture 69

Culture Hospitality Books Presentation 69

Customer Bliss

OCTOBER 11, 2016

Episode Overview. Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. [Originally published in Forbes.com. Here are three ways to reach Micah: email, chat, web). email, chat, web).

Customer Service 264

Customer Service Customer Experience 2005 Hospitality 264

ShepHyken

OCTOBER 11, 2021

Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. My Comment: If you’ve been following me, you know I’m a big fan of all companies having a hospitality mentality. We can learn so much from the hospitality industry. It’s baked into the culture.

2021 71

2021 Article Customer Service Hospitality 71

ShepHyken

DECEMBER 5, 2022

Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Article 69

Article 2022 Customer Service Hospitality 69

ShepHyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. Quotes: “Every company needs to have the hospitality mentality.”

Culture 69

Culture Hospitality Leadership Customer Centricity 69

Customer Guru

JUNE 29, 2018

Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences, with the intent of guiding organizations in building a customer-centric culture and, thus, growing sustainably. That’s incredible, Raj. Thanks for sharing that.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

ShepHyken

JANUARY 29, 2019

They discuss his new book, “ Thanks for Coming in Today ,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality. The Interview with Ryan Minton: Having employees with a mentality of hospitality is always preferable to having employees with technical know-how.

Hospitality 82

Hospitality Books Consulting Customer Service 82

Up Your Service

MAY 11, 2015

With this practice, safety has grown deeply into the Steris culture one meeting at a time. To increase the company’s competitiveness and success, Steris is now building an uplifting service culture to complement its existing safety culture. What other service communication and culture building techniques do you use?

Culture 82

Culture Hospitality Communication Feedback 82

ShepHyken

AUGUST 2, 2021

Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. Hospitality Net) Developing relationships is the heart of hospitality and technology will never replace the fundamentals, however, the COVID-19 pandemic has brought forward the need for contactless technologies.

Article 90

Article 2021 Customer Service Hospitality 90

CSM Magazine

JUNE 1, 2023

Publishing their findings in Tourism Management , the team notes that employees in the hospitality sector are typically under a great deal of stress and organisations must find effective ways to re-energise them, as their behaviour can determine customer satisfaction.

Hotels 52

Hotels Tourism Management Hospitality 52

ShepHyken

SEPTEMBER 18, 2017

25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” Important: This information goes beyond the hospitality industry. My Comment: This article is about the importance of a customer-centric culture.

2017 81

2017 Article Customer Service Hospitality 81

Magellan Solutions

JANUARY 7, 2024

Known as one of the most favored providers of outsourced solutions, the Philippines prides itself in its culture of dedication to quality services and hospitality, coupled with the Filipinos’ natural knowledge of the English language and Western culture, making it a site for top call centers worldwide.

Seminar 52

Seminar Call Center Telecommunications Hospitality 52

Up Your Service

AUGUST 26, 2015

Current research confirms that hospital quality metrics improve as patient experience scores improve. That desire to serve – and serve well in a changing world – must be rooted deep in the organization’s culture. For many healthcare organizations today, this requires a major shift in cultural mindset.

Healthcare 87

Healthcare Culture Government Hospitality 87

Alida

DECEMBER 15, 2016

He sees consolidation as a way for hospitals to gain more purchasing power, reduce redundant services and drive costs down. Deloitte, for instance, is predicting that only 50 percent of hospitals today will remain in 10 years. Between 2009 and 2013, annual hospital deals have increased 14 percent.

2013 138

2013 Airlines Hospitality 2005 138