Chip Bell

MAY 12, 2020

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

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

The DiJulius Group

MAY 4, 2016

My medical care is excellent but the customer service stinks John Stossel wrote his most recent blog from New York-Presbyterian Hospital where he is being treated for lung cancer. Here […].

Hospitality 40

Hospitality Hospitality CX Customer Service 40

1 to 1

DECEMBER 18, 2020

The COVID-19 effect Prior to the pandemic, Zak Normandin, founder and CEO of Iris Nova, the parent company of organic beverage brand Dirty Lemon , had a bustling wholesale business selling to hospitality and food services companies—many of which are now struggling to stay open. As a retailer, you always have competing priorities,” Smith said.

Innovation 32

Innovation E-commerce CX Outlook 32

Confirmit

SEPTEMBER 11, 2019

The Confirmit team has hosted fantastic events in New York and London already – and now it’s Sydney’s turn to step into the spotlight. If you haven’t been to a Confirmit event before, it’s worth noting that we’re famous for our hospitality! We have a great mix of speakers across two tracks.

Hospitality 40

Hospitality Hospitality Voice of the Customer Innovation 40

Beyond Philosophy

OCTOBER 25, 2019

I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. New York Times best-selling author and keynote speaker Joseph Michelli , Ph.D., 2 SYSTEMS THAT ARE ESSENTIAL FOR SUCCESSFUL CX. Airbnb properties have character, at least the ones that we chose.

Hospitality 104

Hospitality Hospitality Technology Technology 104

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. During my book tour, I’ve chatted with numerous experts in the customer experience and service industry, including New York Times best-selling author and founder of the marketing strategy firm Convince & Convert , Jay Baer.

CXM 40

CXM CX Hospitality Hospitality 40

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. who, as one of the world’s leading CX analysts, is always a welcome addition to an event.

B2B 40

B2B Net Promoter Score VOC NPS 40

Shep Hyken

SEPTEMBER 6, 2021

Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. This is the kind of thing that creates CX legends. A Look at Customer Effort Score and How It Can Help Build Better CX by Dom Nicastro. You’ll smile.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

Shep Hyken

JANUARY 9, 2023

We start with my friend and fellow CX expert Dan Gingiss, who shares a list of 45 items, including the best books to buy and podcasts to listen to. TravelDailyNews) Excellent customer service is crucial in the hospitality industry, where customers often play an active role. My Comment: There are some good predictions in this article.

Customer Service 11

Customer Service Hospitality Hospitality Social Media 11

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Comm100

SEPTEMBER 22, 2016

In Uplifting Service, New York Times Bestselling Author, Ron Kaufman, guides readers through a new, more effective set of guiding principles with actionable advice. Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet by Ron Kaufman.

Customer Service 70

Customer Service Customer Loyalty E-commerce Customer Satisfaction 70

CSAT.AI

MARCH 24, 2021

Even back in 2012 The New York Times did an article on the fraying of customer patience over surveys. I know someone who after having a harrowing series of medical tests over a single six hour period was hit with a survey when leaving the hospital. They found that “only 9% of people take time to answer long surveys thoughtfully.

NPS 59

NPS Net Promoter Score Hospitality Hospitality 59

Shep Hyken

AUGUST 22, 2022

How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it. This article shares several ideas on how CMOs can adopt a CX mindset. What Is Your Service Achilles Heel?

Customer Service 13

Customer Service Hospitality Hospitality CX 13

Qualtrics

JUNE 30, 2020

Take your digital experience to the next level with our Digital CX toolkit. Clay Warren (00:03): Hi, this is Clay Warren, head of digital CX at Qualtrics, and I want to welcome you to our webcast series. Becca in New York, right? Access Now. See Full Transcript. We're calling the digital playbook.

Start-ups 26

Start-ups Innovation Government Technology 26