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. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Her Great Grandmother was a Wyoming homesteader.

2023 207

2023 Contact Center Leadership Hospitality 207

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

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

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. His team was united in a vision and all had a desire to work together, which is one of the first steps in CX transformation — uniting leadership.

Hospitality 162

Hospitality Customer Experience Guest Experience Chief Customer Officer 162

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

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

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 195

Hospitality Call Center Retail NPS 195

Customer Bliss

AUGUST 4, 2015

Knowing the strength and pull of the power core will: Uncover the hot spots and potholes for driving a customer profitability culture. This is sometimes seen in hospitality or in the distribution businesses. Because executives make decisions through the filter of the power core, people want to perform there.

Hospitality 198

Hospitality Insurance Leadership Sales 198

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The maintenance engineer—inspired by your leadership—has now provided genuine service that anticipates the customer’s needs. email, chat, web).

Leadership 68

Leadership Customer Service Seminar Hospitality 68

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 Bliss

SEPTEMBER 27, 2016

She took on the role of Chief Customer Officer in addition to her role of running many of the company operations, including outsourced solutions for hospital systems and healthcare providers and technology solutions for management and billing. . The importance of leadership alignment. The flip side of leadership alignment.

Healthcare 141

Healthcare Chief Customer Officer Hospitality Leadership 141

Bill Quiseng

MARCH 1, 2021

Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. So it is a real privilege for me to feature such a timely post from him.

Books 148

Books Leadership Hospitality Consulting 148

Customer Bliss

DECEMBER 26, 2018

Many point to the automotive industry as the beginning of this survey score culture. Hotels, hospitals, insurance companies, pet stores, airlines, you name it. CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. And then the begging began.

Chief Customer Officer 203

Chief Customer Officer Automotive Airlines Hospitality 203

CSM Magazine

JANUARY 2, 2025

Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand. Hospitality: A guest who feels valued is far more likely to leave a glowing review. When empathy is part of your customer service culture, it becomes a natural way to build trust.

Culture 52

Culture Healthcare Connections Interaction 52

CX University

JANUARY 2, 2025

Rule 7: Build Adaptive CX Cultures Delivering exceptional Customer Experience (CX) requires more than intent; it demands action and adaptability. Zappos exemplifies a culture of adaptiveness by empowering its employees to be responsive to customer needs. These challenges often create a disconnect between strategy and execution.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52

CSM Magazine

JANUARY 2, 2025

Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand. Hospitality: A guest who feels valued is far more likely to leave a glowing review. When empathy is part of your customer service culture, it becomes a natural way to build trust.

Culture 52

Culture Healthcare Connections Interaction 52

ShepHyken

AUGUST 2, 2021

(Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think. It’s all those things — and more — and how they work together.

Article 101

Article 2021 Customer Service Hospitality 101

Michel Falcon Experience

MAY 14, 2017

If you go out and design systems and processes to be considered a great workplace the return on investment is that you will strengthen your company culture, increase employee retention and improve employee morale. Company culture is something you’ve heard of before but culture isn’t bean bag chairs, beers on Fridays or unlimited vacations.

Culture 112

Culture Return on Investment Leadership Hospitality 112

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. It’s an ongoing leadership commitment driven by effective leadership.

Customer Service 89

Customer Service Hotels Leadership Culture 89

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Micah Solomon

OCTOBER 23, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. ” Building and nurturing your customer service culture should be the foundation that supports and sustains superior customer service.

Culture 49

Culture Customer Service Hospitality Customer Service Training 49

Customer Bliss

APRIL 19, 2016

Finally, Martin has a proven method for uniting the silos (at low cost) to give the complete view of the current customer journey- critical to gain and unite the leadership team. Jude Children’s Research Hospital, where he is responsible for the overall donor experience, contact center operations, and donor account processing functions. .”

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

Customer Guru

AUGUST 21, 2018

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. Marketing and thought leadership programs. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Customer Bliss

APRIL 11, 2018

Jackie’s background in marketing, brand management and hospitality, taught her how important good service is. Immerse Yourself in the Culture. Then, she immediately immersed herself in the culture of the organization. Engage leadership. Assessing and Prioritizing Initial Work to be Done. Bring together silos.

Customer Experience 135

Customer Experience Healthcare Events Hospitality 135

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences.

Culture 12

Culture 2019 Engagement Net Promoter Score 12

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 75

Culture Hospitality Leadership Customer Centricity 75

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. How was the culture at 1-800-GOT-JUNK?

Culture 60

Culture Books Leadership Hospitality 60

Beyond Philosophy

OCTOBER 18, 2019

He works with organizations and leadership to change their experience to be better for both their customers and their employees. Michelli saw in Airbnb’s business model and approach to employee and customer experience that makes them so successful and disruptive to the hospitality industry.

Hospitality 94

Hospitality Hotels Books Consulting 94

The DiJulius Group

NOVEMBER 13, 2019

One story that really stood out to me was the story of the culture that existed in a Rhode Island Hospital. The culture of fear that had been created, specifically in interactions between doctors. The post How Much Harm Can a Bad Culture Actually Cause? Read Full Article. appeared first on The DiJulius Group.

Culture 64

Culture Hospitality Books Article 64

Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. If not, he’s one of the most recognizable hospitality entrepreneurs, owns Shake Shack, bestselling author and more! Above: Danny Meyers, the Chief Executive Officer of the Union Square Hospitality Group.

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

Workshop 81

Workshop 2011 2012 Leadership 81

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. Bill is an award-winning writer on the topic of customer service leadership for managers, as well as customer experience for staff on the front lines. Jeanne Bliss. JeanneBliss. |. billquiseng. |. Michael Hinshaw.

2017 91

2017 Customer Experience Books Consulting 91

BirdEye

AUGUST 28, 2020

Build a winning culture. Ultimately, exceeding customer expectations is all about having the right culture and processes in place. You can start building a winning culture by writing a customer experience intent statement. Once you have an intent statement, it’s up to leadership to get buy-in from individual employees.

Customer Expectations 98

Customer Expectations Omnichannel Automotive Culture 98

Michel Falcon Experience

MARCH 27, 2019

It was here that was first exposed to company culture and putting people over profits. MICHEL: Whether it’s Netflix, O2E or my company, we’ve achieved success through company culture. Why is it that some companies or leaders still on going all in with company culture? BRIAN: Who do I admire for culture.

Culture 60

Culture ROI Books Net Promoter Score 60

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. What Does a Great CXM Culture Look Like? Thankfully, there are plenty of tactics and strategies you can implement to make CXM a part of your organization’s culture. My latest book, Would You Do That To Your Mother?

Books 100

Books Hospitality Hotels Article 100

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Also, as the company grows, it is important for leadership to be aware if any part of the company (departments within the company, people within the company, etc.)

Culture 105

Culture Metrics Hotels Customer Centricity 105