CX Accelerator

NOVEMBER 26, 2021

In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I work with great people and we’re building customer experience in from the start! Ben Motteram. Dan Brown. Erica Mancuso.

Hospitality 182

Hospitality Hospitality Healthcare CX 182

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 113

Technology Technology Hospitality Hospitality 113

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.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Bill Quiseng

JANUARY 26, 2023

In hospitality, your people are NOT your most important assets. Ultimately, success in hospitality is all about interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills. There are a lot of people wanting to enter the hospitality business. The right people are.”

Hospitality 88

Hospitality Hospitality Education Retail 88

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 76

Hospitality Hospitality Non-Profits Direct Marketing 76

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Zendesk

JULY 12, 2023

That said, hospitality brands continue to face challenges that impact their ability to consistently deliver a high level of service to their guests, including: Labor shortages: Like most industries, hospitality companies struggle to maintain staffing levels to pre-pandemic levels, including customer service and guest service staff.

Hospitality 93

Hospitality Hospitality Engineering Innovation 93

Bill Quiseng

MAY 3, 2023

Business leaders are happy because customers were satisfied with their product or service. Satisfied customers feel that their experience was good, not better, just average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive. But that’s not good enough.

Hospitality 167

Hospitality Hospitality Social Media CX 167

Shep Hyken

NOVEMBER 3, 2021

While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions.

Hospitality 141

Hospitality Hospitality Customer Experience Customer Service 141

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. As a direct result of the pandemic, customer expectations have changed dramatically. QUI Customer Experience Strategies from the Pandemic.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Inside Customer Service

MAY 20, 2021

Each visit to the post office is a reminder of a customer experience lesson that's often overlooked. Great experiences are consistent Customers trust brands, products, and services that they can count on. All of these scenarios create waste, unhappy customers, and inconsistent experiences. Here's why. It’s become an issue.)

Customer Experience 196

Customer Experience Hospitality Hospitality Manufacturing 196

Zendesk

OCTOBER 6, 2023

Travel and hospitality companies are facing challenges that are impacting their ability to deliver quality customer service, including labor shortages, rising service costs, lagging transformation to digital, and customers who are increasingly demanding hyper-personalization.

Hospitality 52

Hospitality Hospitality CX Customer Service 52

Customer Think

SEPTEMBER 29, 2021

This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way – 5 Leadership Lessons f.

Hospitality 56

Hospitality Hospitality Customer Experience 56

Customer Think

MARCH 24, 2024

I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. When dealing with a hospitality brand recently, that came to mind.

Hospitality 52

Hospitality Hospitality 52

Execs In The Know

MARCH 21, 2023

Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty. based company. These words echo what founder J.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

The DiJulius Group

JANUARY 17, 2024

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” Read Full Article The post 139: Being Customer Obsessed appeared first on The DiJulius Group.

Hospitality 64

Hospitality Hospitality Customer Service 64

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. Where do we get new customers? New Sales Growth includes expanding your offerings to capture a new type of customer.

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

Customer Think

MAY 11, 2023

Hospitality is a cornerstone of customer experience in travel, healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer loyalty. However, when it comes tim.

Hospitality 60

Hospitality Hospitality Healthcare Customer Loyalty 60

CX Accelerator

JUNE 27, 2018

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. Anticipate to Win- So much of CX design is anticipating your customer's needs.

Hospitality 140

Hospitality Hospitality CX Gaming 140

Bill Quiseng

MARCH 26, 2022

Happiest of birthdays to the greatest of the great hospitality leaders! Take good care of your employees and they’ll take good care of the customers.” Marriott would walk the backstage areas and greet everyone with a smile and a handshake. He didn’t wait for someone to approach him. He initiated the interaction.

Hospitality 78

Hospitality Hospitality Customer Service 78

Customer Think

DECEMBER 30, 2023

In good customer experience fashion, we put significant effort into finding the perfect location. And we made it an imperative to find a team that delivered excellent customer service. We train hospitality teams, […] Last week The Petrova Experience, like many companies, hosted our holiday party.

Hospitality 52

Hospitality Hospitality Customer Service Customer Experience 52

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Today, I want to tell you my real-life customer experience story. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side.

Hospitality 97

Hospitality Hospitality Social Media CX 97

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. Customer loyalty is not one BIG WOW to a customer. Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. So let’s get started. Trust builds loyalty.

CX 88

CX B2C Hospitality Hospitality 88

Shep Hyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Find out what the customers’ end goals are.

Hospitality 103

Hospitality Hospitality Sales Customer Service 103

Intercom, Inc.

AUGUST 13, 2018

Instead of Half-Life or GoldenEye, I was drawn to simulation games such as SimCity , The Sims and Theme Hospital – titles that rewarded strategy over speed, patience over practice. Theme Hospital. What needs to be prioritized now in order for it to have a long lasting impact for customers? Developing strategy skills.

Gaming 163

Gaming Hospitality Hospitality Start-ups 163

Myra Golden Media

MAY 7, 2019

After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? What’s Your Customer’s Panic Question?

Transportation 110

Transportation Hospitality Hospitality Case Management 110

Customer Think

MAY 10, 2023

In medical dramas, it’s good television when patients flatline at the hospital and our heroes race to shock them back to life. In the real world – and in customer success – that’s the last thing we want to see.

Hospitality 64

Hospitality Hospitality 64

Customer Think

DECEMBER 12, 2021

Digital transformation has transformed countless businesses – from manufacturing and retail to hospitality and healthcare. This industry is embracing digital transformation in various ways to mitigate complex challenges and meet the demands of customers. The insurance industry is no exception.

Hospitality 98

Hospitality Hospitality Manufacturing Healthcare 98

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. And the job of employees is to serve to satisfy the customer. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them.

CX 78

CX B2C Hospitality Hospitality 78

The DiJulius Group

APRIL 11, 2023

“We are a customer-first organization” “Treat customers the way you want to be treated” “Exceed customer’s expectations” “Going above and beyond is our standard” “We deliver genuine hospitality” Leaders love to throw around platitudes when it comes to customer experience, and all of these are great mantras.

CX 64

CX Hospitality Hospitality Customer Experience 64

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Some of those associates may have graduated from a hospitality school.

Hospitality 149

Hospitality Hospitality Retail Engineering 149

Shep Hyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? Both of these authors have a hospitality background. Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. Is it possible?

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Hospitality Hospitality Transportation Customer Service 143

Customer Think

JULY 20, 2023

The healthcare industry has decentralized and branched out from a traditional hospital setting to multiple avenues like, care centers, health hubs, virtual care, retail healthcare, and even your homes!

Healthcare 52

Healthcare Hospitality Hospitality Sales 52

Shep Hyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. How has the ongoing digital evolution impacted how customers view patience today? Here are my top five picks from last week.

Net Promoter Score 61

Net Promoter Score Customer Service Hospitality Hospitality 61

Customer Bliss

OCTOBER 11, 2016

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. Episode Overview. About Mark. Go to the hotels.

Hospitality 0

Hospitality Hospitality Finance Innovation 0

Shep Hyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 65

Customer Service Hospitality Hospitality Customer Experience 65

Shep Hyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. Managing the reception and registration process in a hospital is tricky. He was in excruciating pain.

Hospitality 79

Hospitality Hospitality Customer Service 79