InMoment XI

DECEMBER 17, 2024

Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates. Since the CX manager will touch many departments, it is important to take the time to ensure that they are also a cultural fit for your company.

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. Embed the Employee Experience. Vishal Bhalla CXO @Parkland Click To Tweet.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services? Its a two-way street.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

ShepHyken

DECEMBER 4, 2023

Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. ” “The idea behind having a hospitality mindset is to look beyond the dollar amount customers bring into the business. They can go elsewhere.

Hospitality 109

Hospitality Tourism Guest Experience Books 109

InMoment XI

JULY 29, 2014

There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization.

Culture 150

Culture Hospitality Article Customer Service 150

InMoment XI

JULY 29, 2014

There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization.

Culture 150

Culture Hospitality Article Customer Service 150

InMoment XI

JULY 29, 2014

There’s been a lot of discussion lately about horrible customer service experiences, ranging from frustrating recorded calls to military veterans’ treatment delays in the VA hospital system. In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization.

Culture 150

Culture Hospitality Article Customer Service 150

Customer Bliss

OCTOBER 11, 2016

Episode Overview. 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.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

CX Accelerator

MAY 28, 2019

So how does one develop a team culture such as this? Nurses in many hospitals have the ability to initiate a “ code lavender.” These are but a few ways to develop a culture of caring. It’s superior to even perfect processes or perfect technologies! Naturally, it begins with being very picky about your new hires.

Culture 140

Culture Contact Center Events Hospitality 140

TechSee

JULY 20, 2021

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. for hospitals with low patient ratings. Scheduling challenges.

Healthcare 207

Healthcare Hospitality Call Center 2023 207

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. To respond to increasing patient expectations, more health care organizations are looking to retail and hospitality for inspiration on how to improve the end-to-end patient experience. The time to improve is now.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Customer Bliss

NOVEMBER 6, 2018

You may remember from your Anthropology 101 class in college that anthropology is the study of human societies and that ethnography is the study of the customs of individual people and cultures. Jude Children’s Research Hospital which I visited a few weeks ago. Jude Children’s Research Hospital.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

InMoment XI

MAY 14, 2022

Step #4: Create a Congruent Culture. Creating products, processes, and a culture aligned with your brand’s identity is infectious. In the hospitality industry, nobody does this better than a major North American Quick Service Brand. Your brand’s identity must be omnipresent, continually feeding the customer-brand relationship.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

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

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Define Your Purpose and Value. Implement the Work.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

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

OCTOBER 25, 2018

You’ll hear an excerpt from Vishal Bhalla , VP and CXO of Parkland Hospital , whose 2-year journey with hospital visits inspired him to serve and become a leader in healthcare. The desire to align his purpose with action placed him in an entirely new industry, working in a hospital that also aligned with his values.

Hospitality 162

Hospitality Customer Experience Guest Experience Chief Customer Officer 162

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry.

2023 207

2023 Contact Center Leadership Hospitality 207

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. Building the Company Culture of Truth.

Culture 103

Culture Hospitality Feedback Blog 103

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

ShepHyken

MARCH 9, 2021

Meet together and talk about your culture and company values daily. Keeping a healthy, productive company culture is all about making sure your employees feel valued, informed of their responsibilities, participate in ongoing training, and set goals to help them grow. That’s how you keep a healthy company culture.”.

Hospitality 27

Hospitality Culture Hotels Information 27

ShepHyken

MARCH 8, 2021

My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. My Comment: If you’ve been following me, you know that I’m a big believer in the hospitality mentality. Happier employees will mean happier customers. pandemic).

2021 147

2021 Article Customer Service Airlines 147

BlueOcean

MARCH 30, 2018

Michael’s Hospital in Toronto, Ontario, we discussed how securing long-term partnerships with service suppliers like outsourced contact centers can impact your overall business objectives. Cultural Alignment. Blue Ocean: How much of a factor is the alignment of cultures in your decision-making process for professional services?

Insights 184

Insights Contact Center Hospitality Culture 184

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

ShepHyken

MARCH 30, 2021

Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. About: Adele Gutman Milne is a culture and guest experience expert and host of the Hospitality Reputation Marketing Podcast: Get Great Reviews.

Hospitality 114

Hospitality Guest Experience Advertising Culture 114

InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 195

Hospitality Call Center Retail NPS 195

Customer Bliss

JUNE 9, 2021

Airbnb takes the high road by showing employees how to embrace the coda “belong anywhere:” building its culture of “belonging.” Further, Danny Meyer’s Hospitality Quotient proves how companies with business practices and employees that deliver values based and human experiences significantly beat the S&P 500.

Leadership 288

Leadership Books Hospitality Customer Relationships 288

Michel Falcon Experience

SEPTEMBER 3, 2019

We hired someone who spoils our company culture. This indicates that not only are toxic employees hurting the company culture, but they are also negatively impacting financial results. We don’t have guardrails in place to ensure that cultural misfits and toxic employees don’t even get a chance to join our companies.

Culture 131

Culture Hospitality Document Workshop 131

CSM Magazine

FEBRUARY 6, 2025

Higher Response Times Customer service requires agility and responsiveness, especially in industries like retail and hospitality, where customer inquiries are time-sensitive. Other employees may grow frustrated, contributing to a workplace culture that tolerates mediocrity, further threatening both team morale and customer satisfaction.

Customer Service 52

Customer Service Hospitality Culture Customer Satisfaction 52

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This innovative solution aggregates insights from multiple pre-translation tools, providing a comprehensive report that helps ensure accuracy, consistency, and cultural relevance in your translations.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Hey, everyone. If you are new to the podcast, welcome.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

CSM Magazine

MARCH 28, 2025

Also, hospitality culture is ingrained into the casino industry. Whether its over the phone, by a chat function or email, customers can get the support they need and other industries can do similarly to give their own customers the best experience possible should an issue arise.

2029 52

2029 Customer Service Exceptional Customer Service Hospitality 52

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. They call it the TakeCare It is a culture that is all about listening, having empathy, responding with clarity, and delivering on the customer’s expectations.

Hospitality 120

Hospitality Travel Customer Confidence Culture 120

ShepHyken

AUGUST 8, 2022

I’ve always preached the hospitality mentality. Start with creating the right culture, in this case, a “customer-first” culture. And you’ll probably notice many of the other ideas tie into employees and culture. Make Continuous Improvement Culture Your Competitive Edge With These 5 Tips by Gulcan Telci.

Article 24

Article 2022 Customer Service Culture 24

GetFeedback

JANUARY 21, 2019

Tone of voice: While the tone of your content should match your company’s overall culture and identity, it can be helpful to know what people prefer. This is particularly true for certain verticals such as healthcare, hospitality, retail, and travel. You may even want to set this up as a 2-part question: How do you find new content?

Marketing 210

Marketing Healthcare Webinar Blog 210

ShepHyken

JANUARY 29, 2019

They discuss his new book, “ Thanks for Coming in Today ,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality. The Interview with Ryan Minton: Having employees with a mentality of hospitality is always preferable to having employees with technical know-how.

Hospitality 89

Hospitality Books Consulting Customer Service 89

ShepHyken

SEPTEMBER 18, 2017

25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” Important: This information goes beyond the hospitality industry. My Comment: This article is about the importance of a customer-centric culture.

2017 84

2017 Article Customer Service Hospitality 84