Expert insights. Personalized for you.
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. Frik van der Westhuizen, Marketing Director at LoyaltyPlus, stated that there are very good reasons why loyalty programmes have become increasingly popular in hospitality – especially in customer-facing businesses, such as hotels. MORE
We especially see this in one of today’s most customer-centric industries: hospitality. From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity. The statistics make it clear: consumers’ expectations for services are climbing year over year. MORE
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. Hospitality, we can say, is a pretty ‘old’ industry. MORE
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. Find out by downloading the full 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics report – and learn just how much CX analytics can impact your brand’s success. MORE
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. The post Patient Confidence Drives Highest Hospital NPS appeared first on Customer Experience Matters®. MORE
The link between reviews and revenue exists in every business, but it's more direct, and more obvious, in the hospitality industry. In fact, the review craze began with the hospitality industry. It's an essential form of digital marketing for every part of the hospitality industry. But for the hospitality industry, that number shoots up to 93%. Where the Hospitality Industry Should Focus on Receiving Reviews. The hospitality industry has the opposite problem. MORE
However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response. The post Talkdesk for Travel & Hospitality: Move to the cloud now appeared first on Talkdesk “Talkdesk works well with remote teams. MORE
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. MORE
” Customer Success Story: Nicklaus Children’s Hospital. Nicklaus Children’s Hospital is one of the leading pediatric hospitals in the nation. According to Nicklaus Children’s Hospital’s marketing coordinator, Saran Zamora, and web marketing manager, Robert Prieto, company stakeholders wanted a better method for capturing patient feedback , particularly those posted on web review sites. There is a vital shift happening right now in healthcare. MORE
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. And while this ebook is focused on those who are in the hospitality industry, I am sure that customer service professionals in any industry will benefit. Unlike retail, the hospitality industry is unique. MORE
Download this Ebook. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource MORE
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. The hospital’s executives didn’t know what the position should look like, but they knew this type of role was needed. MORE
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. Customer Connectedness Customer experience hospital experience patient experienceIt’s a great concept, keeping family members up to speed on the status of their beloved patient as he or she is in surgery. MORE
Are the hospitality and travel industries beholden to hospitality reviews? Sure, hospitality reviews are important. There are plenty of companies in the hospitality and travel industry that don't have a strong review portfolio. There's a growing body of evidence that shows hospitality reviews are a life or death, make or break issue for companies in the hospitality and travel industries. Is a portfolio of strong hospitality reviews an unfair advantage? MORE
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. . In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video MORE
This hospitality outlet certainly has a lot to learn about customer centricity! Whether you are in hospitality or not, putting the customer first makes good business sense. The hospitality industry is both simple and complex for customer centricity improvements. This is certainly true for the hospitality industry, but less so for many other businesses in my opinion. Hospitality needs to be hospitable, but so does any customer facing business. MORE
The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. This group represents a fascinating cross section of the hospitality sector—hotels, food and beverage, resorts, and destination marketing. MORE
So one can say that a human being … Continue reading "Dancing With Customers: Rodolphe Renwart And The Art Of Hospitality". What is it to be a human being? There are many answers. I find myself attracted to the answer provided by the philosopher Martin Heidegger. A human being is necessarily a being-in-the-world. One of the key characteristics of human worlds is the presence / absence of others. MORE
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. MORE
Like any customer facing industry, the world of hospitality is built on customer service. The hospitality industry relies on customer experience to bear fruit, so understanding how to improve your customer service offering is absolutely key to your success. MORE
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. For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. MORE
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. MORE
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. After a personal encounter spending a few days each month in a hospital for two years, Vishal realized he wanted to serve in healthcare. MORE
Interesting enough, there is a similar pivot within the hospitality industry. The Retail & Hospitality Shift. There are over 74,000 clothing boutique businesses in the United States. MORE
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. Ed and Gayle Novak. Last week, our family dined for the last time at The Broker, a Denver restaurant founded 46 years ago by my father-in-law, Ed Novak. MORE
Jude Children’s Research Hospital , where I gave a keynote to their team. Jude Children’s Research Hospital, visit stjude.org. . Jude Children's Research HospitalI hope you had a fantastic CX Day last week! I was on the road, so I celebrated with my good friend Martin Hand , chief donor officer of St. While I was there, I shot this short video with him and asked him to share his path to his position at St. Jude and what he’s learned along the way. . MORE
The post How to market great hospitality brands with text analytics appeared first on Keatext. Artificial Intelligence Customer Experience Text analytics MORE
The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. The beauty of a guest value index is that it focuses hospitality companies on enhancing guest experience, rather than the sales cycle. finally delivers on the full promise that CRM has been making to the hospitality industry. MORE
An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Early May of this year I took my cousin to Pennsylvania Hospital in the Society Hill section of Philadelphia for a same-day surgical procedure. The first hospital in the nation, Pennsylvania Hospital is now part of the world-renowned University of Pennsylvania Health system and was awarded the prestigious Magnet Status for Nursing in 2015. MORE
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. I will quickly relay my personal experience with Vanderbilt Children's Hospital before isolating the key lessons in CX design…. Customer Experience (CX) is all about creating positive perceptions. MORE
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. He spent three years here traveling the country meeting with hospital executives all the way from HR to IT to finance. MORE
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. In the light of these three indicators that are essential to a high level of brand hospitality, John Paul is the best partner for brands seeking to increase their brand hospitality score. L’article What is your brand hospitality score ? MORE
An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Early May of this year I took my cousin to Pennsylvania Hospital in the Society Hill section of Philadelphia for a same-day surgical procedure. The first hospital in the nation, Pennsylvania Hospital is now part of the world-renowned University of Pennsylvania Health system and was awarded the prestigious Magnet Status for Nursing in 2015. MORE
What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Though he’s only been in this position for less than a year, Shawn is responsible for improving the experience of the hospital which spans both patient and caregiver experience, and the overall quality and safety aspect of the health care center. MORE
Here are three predictions of how loyalty programs must evolve in hospitality. Other than the number of rooms booked, how much do hoteliers know about their guests? How much must they know by 2025 to not become a commodity? MORE
Hospitality Related Topics 
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.
Lenati
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.
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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. Though he’s only been in this position for less than a year, Shawn is responsible for improving the experience of the hospital which spans both patient and caregiver experience, and the overall quality and safety aspect of the health care center.
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. After a personal encounter spending a few days each month in a hospital for two years, Vishal realized he wanted to serve in healthcare.
Customers That Stick
OCTOBER 15, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video
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. The hospital’s executives didn’t know what the position should look like, but they knew this type of role was needed.
CSM Magazine
NOVEMBER 19, 2020
Like any customer facing industry, the world of hospitality is built on customer service. The hospitality industry relies on customer experience to bear fruit, so understanding how to improve your customer service offering is absolutely key to your success.
Ann Michaels and Associates
JUNE 5, 2020
Interesting enough, there is a similar pivot within the hospitality industry. The Retail & Hospitality Shift. There are over 74,000 clothing boutique businesses in the United States.
Avaya
MARCH 13, 2017
We especially see this in one of today’s most customer-centric industries: hospitality. From international chains to cruise lines to boutique inns and B&Bs, the hospitality industry has hundreds of millions of individuals checking in, checking out and expecting next-generation guest experiences in between—so front office operations are crucial for growth and continuity. The statistics make it clear: consumers’ expectations for services are climbing year over year.
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. Customer Connectedness Customer experience hospital experience patient experienceIt’s a great concept, keeping family members up to speed on the status of their beloved patient as he or she is in surgery.
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Talkdesk
APRIL 22, 2020
However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response. The post Talkdesk for Travel & Hospitality: Move to the cloud now appeared first on Talkdesk “Talkdesk works well with remote teams.
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.
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. Ed and Gayle Novak. Last week, our family dined for the last time at The Broker, a Denver restaurant founded 46 years ago by my father-in-law, Ed Novak.
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. He spent three years here traveling the country meeting with hospital executives all the way from HR to IT to finance.
Customer Bliss
OCTOBER 9, 2018
Jude Children’s Research Hospital , where I gave a keynote to their team. Jude Children’s Research Hospital, visit stjude.org. . Jude Children's Research HospitalI hope you had a fantastic CX Day last week! I was on the road, so I celebrated with my good friend Martin Hand , chief donor officer of St. While I was there, I shot this short video with him and asked him to share his path to his position at St. Jude and what he’s learned along the way. .
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. For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation.
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. According to Nicklaus Children’s Hospital’s marketing coordinator, Saran Zamora, and web marketing manager, Robert Prieto, company stakeholders wanted a better method for capturing patient feedback , particularly those posted on web review sites. There is a vital shift happening right now in healthcare.
Currency Alliance
JANUARY 18, 2021
Here are three predictions of how loyalty programs must evolve in hospitality. Other than the number of rooms booked, how much do hoteliers know about their guests? How much must they know by 2025 to not become a commodity?
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. I will quickly relay my personal experience with Vanderbilt Children's Hospital before isolating the key lessons in CX design…. Customer Experience (CX) is all about creating positive perceptions.
CX University
OCTOBER 17, 2019
An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Early May of this year I took my cousin to Pennsylvania Hospital in the Society Hill section of Philadelphia for a same-day surgical procedure. The first hospital in the nation, Pennsylvania Hospital is now part of the world-renowned University of Pennsylvania Health system and was awarded the prestigious Magnet Status for Nursing in 2015.
CX University
OCTOBER 17, 2019
An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Early May of this year I took my cousin to Pennsylvania Hospital in the Society Hill section of Philadelphia for a same-day surgical procedure. The first hospital in the nation, Pennsylvania Hospital is now part of the world-renowned University of Pennsylvania Health system and was awarded the prestigious Magnet Status for Nursing in 2015.
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. Hospitality, we can say, is a pretty ‘old’ industry.
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. The post Patient Confidence Drives Highest Hospital NPS appeared first on Customer Experience Matters®.
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. . In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.
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. In the light of these three indicators that are essential to a high level of brand hospitality, John Paul is the best partner for brands seeking to increase their brand hospitality score. L’article What is your brand hospitality score ?
MyCustomer
FEBRUARY 16, 2021
Download this Ebook. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource
Maru/Matchbox
AUGUST 13, 2020
The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. This group represents a fascinating cross section of the hospitality sector—hotels, food and beverage, resorts, and destination marketing.
Grade.us
AUGUST 27, 2019
Are the hospitality and travel industries beholden to hospitality reviews? Sure, hospitality reviews are important. There are plenty of companies in the hospitality and travel industry that don't have a strong review portfolio. There's a growing body of evidence that shows hospitality reviews are a life or death, make or break issue for companies in the hospitality and travel industries. Is a portfolio of strong hospitality reviews an unfair advantage?
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. And while this ebook is focused on those who are in the hospitality industry, I am sure that customer service professionals in any industry will benefit. Unlike retail, the hospitality industry is unique.
Maz Iqbal
FEBRUARY 14, 2016
So one can say that a human being … Continue reading "Dancing With Customers: Rodolphe Renwart And The Art Of Hospitality". What is it to be a human being? There are many answers. I find myself attracted to the answer provided by the philosopher Martin Heidegger. A human being is necessarily a being-in-the-world. One of the key characteristics of human worlds is the presence / absence of others.
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. Frik van der Westhuizen, Marketing Director at LoyaltyPlus, stated that there are very good reasons why loyalty programmes have become increasingly popular in hospitality – especially in customer-facing businesses, such as hotels.
Keatext
MARCH 5, 2019
The post How to market great hospitality brands with text analytics appeared first on Keatext. Artificial Intelligence Customer Experience Text analytics
Grade.us
AUGUST 27, 2018
The link between reviews and revenue exists in every business, but it's more direct, and more obvious, in the hospitality industry. In fact, the review craze began with the hospitality industry. It's an essential form of digital marketing for every part of the hospitality industry. But for the hospitality industry, that number shoots up to 93%. Where the Hospitality Industry Should Focus on Receiving Reviews. The hospitality industry has the opposite problem.
ENGAGE.cx
SEPTEMBER 23, 2015
The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. The beauty of a guest value index is that it focuses hospitality companies on enhancing guest experience, rather than the sales cycle. finally delivers on the full promise that CRM has been making to the hospitality industry.
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. Find out by downloading the full 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics report – and learn just how much CX analytics can impact your brand’s success.
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