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. Texting is really one-way communication.

Hospitality 88

Hospitality Tourism Travel Banking 88

Experience Investigators by 360Connext

DECEMBER 4, 2014

An ER visit is represented with separate bills from the hospital, the radiology department, the medical device unit (huh?), At the time, in pain or bleeding or in general discomfort, you probably forgot to ask questions like “is this doctor the most expensive guy in the hospital?” and the doctor.

Healthcare 234

Healthcare Hospitality Social Media Insurance 234

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

The term advocate is used a lot when referring to kids in the court system, patients in hospitals, and others who can’t necessarily stand up for themselves. Customer Engagement Customer Experience customer service Featured communication customer advocacy leadership linkedin'

Hospitality 251

Hospitality Social Media Consulting Leadership 251

InMoment XI

SEPTEMBER 16, 2024

For instance, a hospital could have world-class medical staff delivering high-quality care. Hospitals and Clinics In hospitals and clinics, the medical staff gathers feedback from inpatients and outpatients to see what steps in the patient journey need improvement.

Feedback 195

Feedback Healthcare Hospitality Multi-Channel 195

CloudCherry

MARCH 14, 2019

She adapted her leadership and communication style to different circumstances that helped her to effectively communicate the CX vision with clarity and passion that results in our organization taking clear action.”. Have a look at her LinkedIN page: [link] . Have a look at her LinkedIN page: [link] . Christopher Toh. Chris uses?various

Hospitality 210

Hospitality 2007 Insurance B2C 210

InMoment XI

JUNE 7, 2024

REPORT Hospitality Reputation Benchmarks Report 2024 InMoment’s 2024 Hospitality Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the hospitality and restaurant industries — and how these reviews reflect the experiences patients want to have.

Hotels 195

Hotels Management Social Media Hospitality 195

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 165

Healthcare Hospitality Social Media Financial 165

Gainsight

MARCH 25, 2020

Amidst all this, some companies are doing a great job of communicating with their customers, their employees and their families, and their investors with respect to COVID-19 and its impact on all of them. What can we learn from Arne and other companies in communicating with our customers? security crises (e.g.,

Communication 143

Communication Fashion Financial Hospitality 143

Experience Investigators by 360Connext

NOVEMBER 19, 2014

After ignoring complaints for decades, the new VA Secretary, Bob McDonald, is visiting with vets in hospitals and even released his mobile phone number to the public to try to streamline solving problems. Blog Communications Customer Experience customer service Featured Recent News complaints customer relationship management linkedin'

Customer Service 257

Customer Service Customer Relationship Management Hospitality Customer Relationships 257

Customer Bliss

MAY 16, 2018

Two-way trust, open and honest communication and fearless sharing are cornerstones of the relationships that come to mean the most to us. Union Square Hospitality Group leads by example. And this is not just limited to those on the front lines caring for customers in distress. as a friend, as a partner, as a customer.

Customer Service 201

Customer Service Hospitality Leadership Customers 201

Customers That Stick

JULY 15, 2015

I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his practice was affiliated with. My schedule was packed and the hospital was not close, so I found a major testing company that was closer to home and gave them a call. Bad Systems. “Bad” People.

Hospitality 145

Hospitality Healthcare Customer Centricity Books 145

Experience Investigators by 360Connext

OCTOBER 3, 2023

At their core, text analysis tools ingest written communication to assess if the language is positive, neutral, or negative. Audio Analysis for CX Audio analysis capabilities take the benefits of text analysis and apply them to verbal communication, making them a powerful tool for contact center and sales teams.

Feedback 270

Feedback Social Media Hospitality Hotels 270

InMoment XI

OCTOBER 14, 2024

A hospital sends comprehensive feedback surveys to patients every time they are discharged. However, the hospital fails to follow up with them properly or take their feedback into account. You should clearly communicate your reasons for collecting customer feedback to boost response rates. Design personalized surveys.

2024 195

2024 Hospitality Feedback Healthcare 195

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Much of what makes for exceptional experiences is simple, clear, and transparent communication. Companies like Cisco, Novartis, and Estee Lauder, and associations like American Hospital Association, Global Workspace Association, and the Professional Beauty Association are using DoubleDutch at meetings and conferences worldwide.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Bill Quiseng

MAY 3, 2023

COMMUNICATE with every customer with a smile, eye contact, and polite interaction. customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive. So don’t serve to sell to customers.

Hospitality 167

Hospitality Social Media Loyalty Connections 167

InMoment XI

SEPTEMBER 18, 2024

Here are the top factors that make or break a great healthcare experience: Ease of Access : Make it simple for patients to book appointments, access test results, and communicate with your team. Enhance Communication : Keep patients informed with clear, compassionate communication, whether it’s before, during, or after treatment.

Healthcare 195

Healthcare Customer Experience Touchpoint Omnichannel 195

InMoment XI

MAY 14, 2024

The patient experience refers to every touch point the patient has with your organization, from appointment scheduling to follow-up communications. For example, patients may highlight issues such as long wait times or communication barriers. Two common strategies are asking for, and responding to, patient reviews.

Healthcare 195

Healthcare Management 2024 Hospitality 195

Customer Bliss

MARCH 18, 2020

Knowing and understanding that these are the worrisome issues for the people of your company, even if you cannot address all of them financially…address them emotionally and in communication. Communication and gestures of support = kindness. Find creative solutions. People want to know that their lives matter. They matter.

Financial 215

Financial Healthcare E-support Hospitality 215

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. These integrations allow users to communicate directly with customers via comments and direct messages.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

OCTOBER 3, 2024

Taking the time to schedule regular check-ins, personalize communication, and remember important dates such as client anniversaries will help strengthen personal relationships and improve client retention. Effective account management requires communication across multiple departments to ensure a cohesive experience.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

ShepHyken

DECEMBER 7, 2018

Numbers show that customers enjoy text message communication. I could go on and on with more texting data, but you probably understand what I’m driving at already — that texting is statistically proven to be an effective communication channel that customers actually like. LGC Hospitality Staffing.

Blog 122

Blog Customer Service Hospitality 2014 122

InMoment XI

OCTOBER 25, 2024

Start by establishing communication protocols and training your staff on them. Every member needs to know the what, where, who, and how of communication during a crisis. Ensure your staff understands the importance of consistency, attentiveness, and hospitality. Try the ROI calculator below and see the impact for yourself!

Feedback 195

Feedback Management Social Media 2024 195

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Here are some key customer experience trends shaping the hospitality industry today. According to Hospitality Technology’s 2023 Lodging Technology Study , 74% of hotels plan to implement mobile check-in/out within the next year.

Hospitality 52

Hospitality Hotels Customer Experience Guest Experience 52

Bill Quiseng

OCTOBER 26, 2020

Hearing about hospitalizations, the struggling economy, and massive layoffs every day, your associates are still anxious and concerned about their jobs. Communicate. But what are you doing to move the experience from neutral to memorably positive? CARE for your Associates first. Appreciate.

Exceptional Customer Service 183

Exceptional Customer Service Hospitality Leadership Customers 183

InMoment XI

AUGUST 1, 2024

Ensure you communicate these insights with your team and other relevant departments. Hospitality Industry A well-known hotel chain used customer sentiment monitoring to address areas of concern highlighted by guests. The insights gained prompted the hotel chain to implement stricter cleanliness protocols and enhance staff training.

Measurement 195

Measurement Hotels Social Media Hospitality 195

InMoment XI

DECEMBER 17, 2024

A CX manager will lead team meetings, communicate strategies, and move projects forward while holding everyone to a timeline (including executives). Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 10, 2024

Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers. This is where you must communicate your product’s or service’s long-term value. Proactive communication and problem-solving play a huge role in retaining at-risk customers.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

GetFeedback

FEBRUARY 10, 2020

Throughout his career, he’s worked with hundreds of wineries to further their sales, marketing, and communication efforts with individual wine consumers. Being in the hospitality industry, I knew that customer experience was critical, but putting an official label and set of initiatives around it just kind of happened.

Hospitality 218

Hospitality Sales Feedback Customer Experience 218

InMoment XI

NOVEMBER 7, 2024

Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This enables more relevant and targeted communication. This data-driven approach can help product teams make more informed decisions about future product features and communications.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

OCTOBER 29, 2024

Focus on effective communication. Build a community around your offerings. 94% of customers will spend more with businesses that offer their preferred mode of communication to contact customer service. Focus on Effective Communication Good communication builds trust and strengthens relationships. Express gratitude.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

BirdEye

SEPTEMBER 26, 2023

Clinics and hospitals can also improve patient experience by streamlining operations by introducing artificial intelligence in repetitive tasks such as generating reports, setting up reminders, and automating payments, to name a few. As a result, admitted patients got a hospital bed 38% more quickly.

Healthcare 111

Healthcare 2023 Hospitality Social Media 111

InMoment XI

DECEMBER 18, 2024

71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. For example, understanding your customers preferred communication style will ensure more natural and effective dialogue for frictionless experiences.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

Alida

OCTOBER 20, 2017

About 43 percent of respondents have implemented tools to enable patients and providers to communicate through online messaging services. Patients put themselves first.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Bill Quiseng

JULY 24, 2024

I served to CARE (Communicate. As a general manager/managing director for 27 of 43 years in hospitality, I planned to retire and be a customer CARE speaker, but, then, everything went south. COMMUNICATE openly, transparently, interactively, and frequently any information people need and want to know. So I served to WOW them.

Hotels 158

Hotels 2021 Hospitality Leadership 158

Alida

APRIL 5, 2017

What does it look like, and how should providers implement it in their practices and hospitals? That analysis showed patients’ expectations centered around clear, consistent and respectful communication with happy hospital staff, which differed from what Cleveland Clinic had assumed.

Retail 154

Retail Customer Base Rewards Programs Insurance 154

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. Customers don’t always verbalize what their needs and wants are.

Hospitality 122

Hospitality Travel Customer Confidence Culture 122

InMoment XI

DECEMBER 13, 2024

On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media. Key features to look for include: Omnichannel Communication While phone calls are traditional channels for contacting customer support, other channels are quickly growing in popularity.

Call Center 195

Call Center Contact Center Social Media Metrics 195