Bill Quiseng

APRIL 25, 2021

We got everyone involved at all levels of the organizations, followed local, state, and federal guidelines which changed week-to-week, and innovated, looking at every possible solution to keep us safe. With daily housekeeping services being suspended during the pandemic, the bottled water served as our “ peak-end ” experience enhancement.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Here are 100 of the strangest things retailers have been asked by customers. Here are my top five picks from last week. by Jon Picoult.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! Luckily my mobile was by my bed so I called the emergency services who immediately sent an ambulance. But think again.

Healthcare 89

Healthcare Customer Service Hospitality Hospitality 89

ECXO

APRIL 13, 2023

Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. While in less developed economies, companies tend to focus more on basic customer service needs. What do customers expect?

Customer Experience 156

Customer Experience B2B CX Hospitality 156

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 57

Customer Service Contact Center Engineering Hospitality 57

C3Centricity

MAY 20, 2019

Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. There is no hiding from their clients for hospitality! ” #2. ” #5.

Hospitality 89

Hospitality Hospitality Social Media Innovation 89

Hodusoft

APRIL 17, 2024

Best Practices for Using Auto Attendant Industries That Can Benefit from Auto Attendants Past and Present: A Brief History of Auto Attendant Before the invention of auto attendant, callers had no choice other than to wait for their calls to be picked up by a customer support representative. Some of them are: 1.

Real Estate 52

Real Estate Hospitality Hospitality Engineering 52

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. Because happier teams equal happier customers.

Contact Center 97

Contact Center Social Media Hospitality Hospitality 97

Hodusoft

MAY 18, 2022

The phone system offers complete control over all calls and messages, making it suitable for every industry including the hospitality industry. IP-PBX systems offer guest room services that are cost-effective and improve the overall experience for guests. This way, they can provide excellent customer service while saving time.

Hospitality 97

Hospitality Hospitality Customer Satisfaction Innovation 97

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40

Execs In The Know

MARCH 13, 2023

It is the world’s largest car sharing marketplace and has been named Fast Company’s 10 Most Innovative Companies in Transportation. During Customer Response Summit (CRS) Austin, Julie Weingardt, Chief Operations Officer at Turo, was one of our keynote speakers. Registration opens soon!

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Execs In The Know

FEBRUARY 5, 2024

In the BPO context, hyper-automation often leads to increased operational efficiency, as it involves the automation of entire workflows, generally improving customer service and reducing, if not eliminating, the costs of legacy processes.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Zendesk

FEBRUARY 12, 2021

Expectations for customer support are at an all-time high. In fact, 72 percent of online customers said response time was, or is, more important during the pandemic. Simplr, a customer service outsourcing company, recommends paying attention to what they call your “now” customers—those who demand immediate solutions but feel neglected.

CX 52

CX Hospitality Hospitality Technology 52

SurveySensum

DECEMBER 2, 2021

Any positive integer can be deemed to be a good NPS score since it indicates the overall positive sentiments of customers towards the business. So, what constitutes a good NPS score for the hospitality industry may not apply to the retail industry. They look for unique experiences in addition to great customer service.

Net Promoter Score 52

Net Promoter Score NPS Text Analytics Hospitality 52

C3Centricity

JANUARY 13, 2021

7 Ways to Deliver Awesome Customer Service. How come with all the talk about the importance of customer satisfaction, many companies still get it wrong? Customer eccentricity is vital in today’s connected world where people rely on each other for opinions and experiences with brands. This may surprise you.

Hospitality 79

Hospitality Hospitality Actionable Insights Artificial Intelligence 79

Hodusoft

OCTOBER 2, 2024

By leveraging our sophisticated call and contact center solutions, many healthcare maintenance organizations (HMOs) and hospitals have succeeded in enhancing their operations. Boosting Patient Satisfaction “The impact of Al on the customer service function cannot be overstated.”

Healthcare 52

Healthcare AI Contact Center Unstructured Data 52

SurveySensum

AUGUST 23, 2024

Restaurants QR codes can be placed in your receipts, menus, and table tents for diners to quickly scan and provide feedback on their overall dining experience, food quality, service, etc. This real-time feedback helps restaurants or cafes to quickly adapt quickly to improve their experience and service.

Actionable Insights 52

Actionable Insights Retail Hospitality Hospitality 52

C3Centricity

JANUARY 4, 2021

7 Ways to Deliver Awesome Customer Service. How come with all the talk about the importance of customer satisfaction, many companies still get it wrong? Customer eccentricity is vital in today’s connected world where people rely on each other for opinions and experiences with brands. This may surprise you.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

SurveySensum

SEPTEMBER 25, 2024

Did you know that in 2024, 88% of customers think customer service is more important than ever? US companies lose an astounding $75 billion annually due to poor customer service. It’s not a small figure, and it paints a picture of just how much customer service is valued regarding business outcomes.

Customer Service 52

Customer Service Hospitality Hospitality NPS 52

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Service Culture. ” – Charles W.

Customer Service 71

Customer Service Customer Loyalty E-commerce Customer Satisfaction 71

SurveySensum

AUGUST 28, 2024

Chick-fil-A Chick-fil-A is a well-known name in the fast-food industry and has topped the list in this industry in the American Customer Satisfaction Index (ACSI), earning an overall score of 83 out of 100 in 2024. The attendants are trained to greet customers with a warm and friendly welcome and give their undivided attention to them.

Customer Experience 52

Customer Experience Text Analytics Hospitality Hospitality 52

Chip Bell

NOVEMBER 6, 2018

Two weeks ago I visited my long-term friend, Karen, in the Novant Health hospital near Charlotte in critical condition. Mounted on the wall near the couch in her hospital room where my wife and I sat for several hours was a courtesy charging station for cell phones.

Hospitality 81

Hospitality Hospitality Customer Expectations Innovation 81

Zendesk

MAY 2, 2022

While other businesses shuttered their doors, hospitals and insurance providers pushed their limits to care for patients. People turn to healthcare professionals when they’re worried and sick, so great customer service is absolutely critical. Omada Health takes an innovative, integrated approach to patient care.

Healthcare 52

Healthcare Net Promoter Score Customer Experience Hospitality 52

Qualtrics

JULY 9, 2019

I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. Also in 2008, only 9 percent of non-federal acute care hospitals had adopted a basic Electronic Health Records (EHR).

Healthcare 33

Healthcare Hospitality Hospitality Social Media 33

Bill Quiseng

MARCH 15, 2022

All of that leads to employee happiness and engagement; a more creative, innovative, and productive workforce that puts out quality work; and employee loyalty. I’ll wrap up with this quote from Danny Meyer, CEO of Union Square Hospitality Group: “It’s the job of any business owner to be clear about the company’s non-negotiable core values.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103

Execs In The Know

JULY 1, 2021

Industries like travel and hospitality, dining, and entertainment are all reopening and re-ramping concurrently. Often this means establishing practices that benefit not only the BPO, but their client and, most importantly, the customers of their clients.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Steven Van Belleghem

APRIL 20, 2021

How a willingness to fail is closely connected to innovation. The core of Hsieh’s book is that both company culture and customer service are the keys to a successful business. Everyone is looking for happiness in life which is why a company can be successful by finding ways to make its employees, customers, and partners happy.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Confirmit

FEBRUARY 28, 2017

. “The way we have done that [delivered the best customer service in hospitality] is we measure and monitor everything. ” Lee Horgan, Chief Executive of Amadeus Hospitality. " " Tim Stadthaus, SVP of marketing and customer experience, Asurion.

Hospitality 40

Hospitality Hospitality Social Media Voice of the Employee 40

Execs In The Know

MAY 4, 2023

Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. My background is in a couple of different industries, and that thread was service and being part of the beautiful chaos. April: That’s a good question.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Chip Bell

NOVEMBER 13, 2018

Finally, great service providers are supersonic fast at responding to customer issues, concerns, and opportunities. And, they listen “below the surface,” like hotel GM John Longstreet did through conducting focus groups with taxi drivers who frequented his property to transport hotel guests to the airport.

Hospitality 64

Hospitality Hospitality Transportation Innovation 64

Chip Bell

MAY 12, 2020

Lingerie factories began making camouflage netting; baby carriages were retrofitted into field hospital food carts. During World War II, 17 million new civilian jobs were created, industrial productivity increased by 96 percent, and corporate profits after taxes doubled. Much of the industrial world retooled to support the troops.

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

SurveySensum

MAY 20, 2020

To survive this pandemic, marketing managers need to adapt to resilience, innovation, agility, empathy and emotion and position themselves at the forefront of the longer-term shifts in consumer behavior resulting from this crisis. Customers and employees will start to settle into patterns of behavior that will stick beyond the crisis.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

C3Centricity

OCTOBER 1, 2019

The offers of constant innovation and novelty have made us all more impatient and critical. And customer satisfaction is becoming insufficient to drive growth alone. Here are a few examples of other companies who go above and beyond in terms of their own customer service. Companies need to deliver more, a lot more!

Customer Satisfaction 76

Customer Satisfaction CRM Transportation Innovation 76

Chip Bell

SEPTEMBER 15, 2020

“He’s back in the hospital,” the waitress told me as if was a widely known fact. “You know he had a heart attack and has been out for the last two months.” The staff was noticeably happy and eager to please. The food was excellent; the ambiance peaceful, and I felt compelled to pass my compliments to the owner.

Hospitality 58

Hospitality Hospitality Government Customer Relationship 58

Chip Bell

SEPTEMBER 10, 2019

The bank promises your account will be secure, the hospital pledges to be clean and the flight is guaranteed to land in the right city. They all care about customers, right? Or, are they caring about their core offering, not its recipient?

Hospitality 66

Hospitality Hospitality Customer Satisfaction Innovation 66

Chip Bell

JUNE 18, 2019

No hospital would get away with a goal of 99.9% Most service situations are not about these rare requirements for perfection. As customers, we know that to err is human and service is generally delivered by humans. Now, don’t get me wrong, there are clearly areas where perfection should be the minimum standard.

Hospitality 65

Hospitality Hospitality Government Innovation 65

MattsenKumar

JUNE 6, 2021

All customer service centers have reported a dramatic increase in call volumes. Centers catering to travel, hospitality, medical and e-commerce industries have registered an enormous influx. Identifying call center technology trends and teaching them as a culture at your customer service centers can work in your favor.

Technology 52

Technology Technology E-commerce Artificial Intelligence 52