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. Partnerships between employers and hospitals can help hospitals grow incremental revenue. Employers can also share their industry knowledge with hospitals to improve care.

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Hospitality 2022 Healthcare Social Media 48

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.

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Hospitality Customer Centricity 2020 Hotels 92

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.

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Hospitality 2018 Healthcare Customer Centricity 128

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.

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Hospitality 2018 Presentation Innovation 140

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.

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Hospitality 2018 Employee Experience Healthcare 104

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

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Hospitality 2016 Customer Service Customers 129

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.

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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?

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Hospitality Feedback 2022 Insurance 52

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.

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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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Hospitality Magazine 2021 Hotels 52

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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Hospitality 2015 Customer Connectedness Customer Experience 79

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.

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Hospitality Hotels Magazine 2021 52

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.

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Hospitality 2017 Hotels Innovation 50

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.

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Technology Hospitality 2018 Banking 40

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.

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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.

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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. .

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Hospitality 2018 Airlines Contact Center 107

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.

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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.

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Hospitality 2020 Guest Experience Definition 62

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.

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Hospitality Travel 2022 Airlines 52

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.

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Hospitality Magazine 2020 Hotels 52

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.

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Hospitality 2016 Hotels Blog 70

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.

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Hospitality 2015 Guest Experience Hotels 61

C3Centricity

JULY 31, 2016

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.

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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®.

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Hospitality Net Promoter Score 2018 NPS 51

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?

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Hospitality Magazine 2021 Social Media 52

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.

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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.

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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.

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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.

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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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Hospitality 2019 Consumers Entertainment 51

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 ?

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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.

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Hospitality 2017 Healthcare Transportation 73

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?

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Hotels Hospitality Loyalty Programs 2025 52

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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