Hospitality Related Topics 
Bill Quiseng
JANUARY 26, 2023
In hospitality, your people are NOT your most important assets. Ultimately, success in hospitality is all about interpersonal skills. There are a lot of people wanting to enter the hospitality business.
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.
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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.
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
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.
Customers That Stick
OCTOBER 15, 2016
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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.
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. In the ever-changing hospitality industry , great customer service is key.
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.
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.
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.
Zonka Feedback
MAY 22, 2022
Whenever we talk about performance in healthcare, one of the most important indicators is patient satisfaction. Did your patient find the treatment effective? Did they receive all information pertaining to their health? Was the staff able to help them to make the payment process easier?
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.
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.
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.
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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.
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.
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.
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.
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.
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.
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. .
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.
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.
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.
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 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.
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.
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®.
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.
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.
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.
CSM Magazine
SEPTEMBER 28, 2021
Tools like Reputation can help manage all of this information efficiently so that hospitality leaders can focus on providing a great experience.” Interested in learning more about how to build a hospitality customer experience strategy?
Lithium
SEPTEMBER 29, 2022
Everyone has had those horrid travel days. Everything seems to go wrong. You forget your passport, your wallet, or worse still, you forget your headphones. Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation.
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.
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