Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 60

Employee Experience Culture Customer Centricity Engagement 60

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). He currently serves as a director on the board of the Delta Hospital Foundation, and until recently served as vice president of Kids Up Front Vancouver.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He is a leading contributor to Tourism, Hospitality and Service Industries alike. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Experience Investigators by 360Connext

FEBRUARY 11, 2020

Successful organizations adopt this attitude when it comes to customer experience and the training required to really make it part of their DNA. . It’s about a mix of training for key moments in the employee experience, role-specific educational goals and strategies, and ongoing learning to adapt to changing environments.

Customer Experience 125

Customer Experience Customers Employee Experience Hospitality 125

Customer Bliss

FEBRUARY 1, 2019

Quite a few of the CX leaders I’ve spoken to on the podcast have shared that previous experiences in sales, retail, and hospitality helped create a foundation for the skills required to be a successful CX champion in their organization. STRATEGIZE THE VISITOR EXPERIENCE. EmployeeExperience Click To Tweet.

Hospitality 125

Hospitality Culture Financial Retail 125

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences.

Article 72

Article 2024 Customer Service 2023 72

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Customers know to expect excellent hospitality and high-end service from a 5-star resort. ” Not just at certain points along the journey, but throughout the customer experience and the employee experience, too! Let’s review each question in greater detail. What’s our Brand Promise?

Brands 214

Brands Airlines Hotels Apparel 214

ShepHyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. Quotes: “Every company needs to have the hospitality mentality.”

Culture 77

Culture Hospitality Leadership Customer Centricity 77

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

APRIL 11, 2018

I've written about Bob Chapman several times in the past, starting with a 2012 post about his TEDxScottAFB Talk: Truly Human Leadership - Everyone Matters Define Your Employee-Centric Culture Employee Engagement Strategy? And measured success by how they touched their employees' lives! The choice is theirs.

2012 67

2012 Leadership Magazine Culture 67

Beyond Philosophy

MAY 3, 2018

Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. After all, when there are fewer places to work, fewer places where specific industry skills are valued, then why should the company create better wages and work cultures for employees? Why should they?

Wireless 113

Wireless 2018 2017 2002 113

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. But Arkadi had a vision to differentiate from his competitors via the inside the company, i.e., the culture. He loved that Tony took culture to the next level.

Banking 67

Banking Culture Books Metrics 67

SurveySparrow

SEPTEMBER 23, 2020

On average, 64% of employees report that they do not have a strong work culture. And, 18% of employees said they intend to stay with their organization for one year or less! Smooth employee journey and serene employee experience. What is Employee Experience Journey Mapping? The reason?

Employee Experience 59

Employee Experience Customer Journey Mapping Feedback Culture 59

Enalyzer

NOVEMBER 13, 2020

The accommodation and food services industry, which includes restaurants, coffee shops, hotels, and other hospitality establishments, accounted for 14.2 Due to the overwhelming underreported cases of workplace sexual harassment, companies must be part of a cultural change to make it safer for employees to come forward.

2005 98

2005 2015 2006 Measurement 98

Storyminers

FEBRUARY 2, 2016

The Cathy family have been building their brand based on service (they say hospitality) since 1946. This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture. Their focus on hospitality differentiates them from their competitors.

Sales 45

Sales Hospitality Guest Experience 2016 45

Russel Lolacher

SEPTEMBER 22, 2020

If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. A pandemic certainly changes the way we work, but it shouldn’t change prioritizing the employee experience and maintaining relationships with them. It just might look different.

Engagement 75

Engagement Hospitality Communication Connections 75

CX Journey

MAY 17, 2016

Law 8: The Law of Giving and Hospitality What we believe must manifest into our actions. CX connection : Focus on the customer experience. Shift the culture to one that puts people first. Then reap the rewards: employees will come - and stay; customers will come - and stay ; and the business will grow. Do the work.

Connections 51

Connections Presentation Hospitality Culture 51

Horizon CX

DECEMBER 1, 2023

This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged. Ritz-Carlton: Anticipating Guest Needs for Exceptional Hospitality The hospitality industry is another arena where effective communication and a focus on service are paramount.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Qualtrics

DECEMBER 2, 2019

My hope was that if leaders could feel a little relief from the burden of work and turn their attention to the wellbeing and engagement of their people, they would ultimately see the dual benefit of improved employee experience leading to improved patient experience. The steps it takes to build a healthier, happier culture.

Engagement 26

Engagement Healthcare Hospitality Webinar 26

SurveyGizmo

JUNE 19, 2018

  Disengaged employees have a higher chance of feeling burned out and not providing the highest quality services possible, which is why nurse engagement was the number one variable that correlated to patient mortality, a 2010 Gallup study of 200 hospitals found. Culture/Inclusion. Overall satisfaction with company culture.

Healthcare 49

Healthcare Engagement 2025 2010 49

Russel Lolacher

SEPTEMBER 22, 2020

If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. A pandemic certainly changes the way we work, but it shouldn’t change prioritizing the employee experience and maintaining relationships with them. It just might look different.

Engagement 52

Engagement Hospitality Communication Connections 52

Qualtrics

JULY 2, 2021

This could be a physician’s visit, using a booking system online, or after they receive care in a hospital or clinic. Patient experience on the other hand is defined by the Beryl Institute as ‘the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions along the continuum of care’.

Definition 26

Definition Healthcare Hospitality Books 26

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees. She’s currently residing in Washington, D.C.

Net Promoter Score 52

Net Promoter Score Hospitality Customers Consulting 52

Qualtrics

JULY 17, 2019

If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find out how you can empower your people to deliver better experiences for customers. Create a joint team focused on CX and EX.

Customer Experience 29

Customer Experience Employee Experience Hospitality Feedback 29

SurveySparrow

JUNE 20, 2023

Employee welfare has a major impact on business success. Ensure you value your employees and address their needs. Know more about your employees, by signing up to SurveySparrow ’s employee experience survey. Encourage Feedback Encourage your customers to share their experiences.

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

Qualtrics

APRIL 30, 2020

One of the first providers to make the switch and an example of an organization leading the way in transforming its patient experience is Healthscope in Australia. The leading provider treats more than 600,000 patients annually across its 43 private hospitals. Building a culture of action.

Healthcare 29

Healthcare Hospitality Insurance Feedback 29

Qualtrics

OCTOBER 24, 2019

To foster a culture of great experiences that benefits both staff and customers, you can provide systems that make life easier for staff and show that you have respect for their time and energy. You can also model customer experience through employee experience by recognizing and rewarding your best performers.

Feedback 32

Feedback Demo Employee Experience Entertainment 32

Qualtrics

DECEMBER 2, 2019

My hope was that if leaders could feel a little relief from the burden of work and turn their attention to the wellbeing and engagement of their people, they would ultimately see the dual benefit of improved employee experience leading to improved patient experience. The steps it takes to build a healthier, happier culture.

Engagement 20

Engagement Healthcare Hospitality Webinar 20

Qualtrics

OCTOBER 10, 2019

The consumer experience is no longer just a matter of going shopping in a store or pulling out a device to make a purchase online. On a more strategic level, there’s customer journey analysis, collection and interpretation of experience data, patterns in visit time and duration and so on. So too does allocation of resources.

Travel 34

Travel Retail Multi-Channel Fashion 34

PeopleMetrics

JANUARY 28, 2021

But it's 20 years and so much has changed in both the world and the customer experience employee experience industry since 2001, so we thought we'd sprinkle in some kind of nostalgic pictures of PeopleMetrics with some of the great people that have been at the company. I need to measure the customer experience."

2001 62

2001 2012 Feedback Definition 62

Russel Lolacher

MARCH 6, 2023

What’s your best or worst employee experience, Patti? So I have to start before I get into the Asia, ageism conversation, besides the fact I’m going to stumble over that word every five seconds.

Books 98

Books Definition Advertising Leadership 98

Qualtrics

NOVEMBER 10, 2021

Access all your data – operational, patient, and employee experience, CAHPS results, and more – from the most comprehensive platform for strategic experience management (XM). Your comprehensive solution for every patient experience that matters. Turning measurement into action. Why use Qualtrics? .

Management 26

Management Healthcare NPS Hospitality 26

Qualtrics

OCTOBER 2, 2019

Continuously Learn is about understanding how the experiences you deliver affect all the people (employees, customers, caregivers, etc.) Learning how these experiences impact your brand and culture help you implement processes that address customer service interactions. that interact with your organization.

Healthcare 34

Healthcare Hospitality 2006 Feedback 34

Qualtrics

NOVEMBER 20, 2020

The coronavirus pandemic has made huge demands on employees in all sectors, as the global event and its ramifications change and disrupt every aspect of life. Watch their full conversation here. Here’s a breakdown of their resilience-building recommendations and advice for healthcare professionals and their leaders. 3 good things”.

Healthcare 26

Healthcare Leadership Webinar Hospitality 26

Russel Lolacher

APRIL 17, 2023

But before we get there, we have to start here, which is the first question, which is what’s your best or worst employee experience, Lisa? And that’s, that immediately also makes me think of culture. And I’m really curious about how you define candour. When I was in my, I guess, you know, mid to late 20s.

Communication 52

Communication Leadership Feedback Definition 52

Qualtrics

OCTOBER 15, 2019

To foster a culture of great experiences that benefits both staff and customers, you can provide systems that make life easier for staff and show that you have respect for their time and energy. You can also model customer experience through employee experience by recognizing and rewarding your best performers.

Feedback 20

Feedback Entertainment Books Hospitality 20

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207