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

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

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.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

InMoment XI

OCTOBER 31, 2024

For example, if the caller initially complained via email before picking up the phone, they will expect the agent to have a record of that initial communication. Here are two examples from the retail and hospitality sectors that demonstrate the impact of tracking these KPIs. After a quick Google search, he finds a hotel to his liking.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. For example, a subscription that ends without renewal or communication from the subscriber. This might include personalized offers, targeted communication, or enhanced customer support.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

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

Customer Bliss

NOVEMBER 6, 2018

Jude Children’s Research Hospital which I visited a few weeks ago. Jude Children’s Research Hospital. What you’ve walked into is a planning exercise for us to talk about how we collect the research data that we do for our various partners and communicate that through various artifacts. To learn more about St.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

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

InMoment XI

OCTOBER 17, 2024

How would you rate the communication you received from our hospital staff? How would you rate the professionalism and communication of our real estate agents? How would you rate the communication you received from our customer support team? How would you rate the cleanliness and hygiene standards of our facility?

Feedback 195

Feedback Insights Customers Banking 195

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 Consulting 195

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

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

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 162

Healthcare Hospitality Social Media Financial 162

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

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

TechSee

MARCH 7, 2023

She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry. Specific areas of expertise include Customer Experience, Hospitality, Culture, Wellness, and Entrepreneurship. She is a force to be reckoned with as a writer and speaker on customer experience.

2023 207

2023 Contact Center Leadership Hospitality 207

Retently

NOVEMBER 29, 2024

Use insights to make meaningful changes, and communicate these improvements to your customers. How satisfied were you with the follow-up communication after your initial meeting?” – Timely and thoughtful follow-up communication can reinforce positive first impressions. Gathering feedback is only the first step.

Events 120

Events Feedback Interaction E-support 120

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

Very Best Service

FEBRUARY 8, 2025

Travel and Hospitality The travel and hospitality sector thrives on timely communication. This immediacy in communication is crucial in managing customer expectations and ensuring satisfaction. This direct line of communication allows for personalized interactions, making customers feel valued and heard.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

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

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

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

CSM Magazine

MARCH 19, 2025

Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. AI translation bridges this gap, allowing businesses to communicate with customers seamlessly. This helps customer support teams make informed decisions and improve overall communication effectiveness.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

ShepHyken

NOVEMBER 14, 2024

Certain industries, like hospitality, report even more impressive time savings, reaching as high as 54.1%. Andy Watson is the Senior Product Marketing Manager, Customer Experience at RingCentral , a company that empowers businesses to communicate effortlessly with the help of AI technology.

Employee Experience 66

Employee Experience 2024 Contact Center Hospitality 66

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 120

Blog Customer Service Hospitality 2014 120

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

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

CSM Magazine

OCTOBER 29, 2024

Transparency in Communication: When a company is transparent about its operations and compliance, customers are more likely to feel secure in their interactions. This feedback can help the compliance team improve communication efforts and ensure that policies align with customer expectations.

Measurement 52

Measurement Customer Service Hotels Financial 52