Customer Guru

FEBRUARY 15, 2018

From a hospital’s perspective, it is not just one individual or one caregiver who touches the patient’s life when he is in the hospital; there are several players who interact with the patients when they walk into the system – front office, doctors, nurses and paramedics, housekeeping, food and beverages and even the security guard.

Hospitality 86

Hospitality Healthcare Insights Travel 86

BlueOcean

MARCH 30, 2018

Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan? Michael’s Hospital in downtown Toronto. Peter is the Director of Strategic Sourcing and Logistics at St.

Insights 184

Insights Contact Center Hospitality Culture 184

Customer Bliss

JULY 16, 2019

As a patient, we want health care to put us back together again when we’re just not right, to give us peace, to be cared for, with our dignity intact. Well, the traditional hospital gown is just not cutting it. Is it designed for the company or the customer? ” Honor your customers’ dignity.

Hospitality 143

Hospitality Books 2019 Customers 143

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? Michael’s Hospital in Toronto, Ontario, Peter Longo, to talk about, well, his title says it all: strategic sourcing. Work backwards if needed.

Contact Center 177

Contact Center Article Hospitality Customer Care 177

COPC

NOVEMBER 16, 2016

TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY. Full Travel & Hospitality Report Now Available! In this inaugural edition, travel & hospitality is the first industry in the spotlight. COPC Inc., COPC Inc., Join COPC Inc.

Travel 40

Travel Hospitality 2016 Webinar 40

ShepHyken

DECEMBER 7, 2018

LGC Hospitality Staffing. hospitality industry, you’ve likely heard of LGC Hospitality Staffing. Through text, the Pure Barre franchisee is able to increase package renewals, manage class attendance, and strengthen client relationships. If you have staffing needs in the U.S.

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Blog Customer Service Hospitality 2014 120

Think Customers

OCTOBER 30, 2024

The report’s respondents represent an array of business sectors, from banking and financial services to technology, transportation, insurance, hospitality, travel, entertainment, retail, and the public sector. Surface the things that are important,” said Nick Coleman, senior manager of customer care at Dunelm, a home furnishings retailer.

Contact Center 52

Contact Center Insurance Travel Banking 52

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

Hotels 116

Hotels Blog Hospitality Guest Experience 116

ShepHyken

SEPTEMBER 6, 2021

When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. Here are my top five picks from last week.

2021 27

2021 Article Customer Service Net Promoter Score 27

Customer Guru

JUNE 29, 2018

Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences, with the intent of guiding organizations in building a customer-centric culture and, thus, growing sustainably. In the process, initially, we kept it very open-ended.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? Michael’s Hospital in Toronto, Ontario, Peter Longo, to talk about, well, his title says it all: strategic sourcing. Work backwards if needed.

Contact Center 156

Contact Center Article Hospitality Customer Care 156

Customer Bliss

MARCH 28, 2017

In conjunction with her educational background, Karen is a Certified Customer Care Manager by the Customer Service Institute and a certified Customer Service Manager by the Customer Service Institute of America. Airports are an unique hospitality ecosystem and people can’t really function in silos.

Customer Experience 183

Customer Experience Travel Touchpoint Hospitality 183

ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. 5 Hospitality Phrases Guests Remember Most by Rupesh Patel. He lives and breathes hospitality and knows his “stuff.”.

Article 79

Article 2018 Customer Service Hospitality 79

NetBase

NOVEMBER 21, 2018

No industry is immune to change – and the hospitality industry is no exception. The success of Airbnb is the biggest modern example of this for the hospitality industry. What’s the next big thing in hospitality? Analyzing Traveler Chatter for Customer Care. Disruptions and Disruptors.

Hospitality 43

Hospitality Insights Hotels Travel 43

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

OCTOBER 3, 2016

But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. Now he’s bringing the Apple Watch into his rebooted Union Square Cafe in Manhattan to level up on customer service in some unexpected ways. Bold words, yes, and I stand by them.)

2016 125

2016 Article Airlines Customer Service 125

ShepHyken

DECEMBER 5, 2022

Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

2022 74

2022 Article Customer Service Hospitality 74

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. I interviewed Kim Tucci, entrepreneur and restaurateur, for my Amazing Business Radio show, and if you haven’t listened to it, you should. It turns out that it wasn’t because of a fancy or formal ritual.

Hospitality 130

Hospitality Customer Service Training Customers Customer Service 130

Clarabridge

OCTOBER 23, 2015

Moreover, in a highly competitive environment, customer loyalty and customer retention is a key to provide customer care. As it costs 5 times the amount of money to acquire a new customer to retain an old one , customer loyalty is one of the top priorities for telecom brands. Travel & Hospitality.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Article 92

Article 2018 Customer Service Customer Centricity 92

Hello Customer

MAY 6, 2021

Give all your employees direct customer feedback and make them thrive for customer satisfaction. Make sure they understand how they contribute to customer satisfaction. This will make employees work for a happy customer instead of a paycheck. People within the hospitality sector are experts at this.

Customer Centricity 98

Customer Centricity Contact Center Hospitality Employee Experience 98

Thematic

DECEMBER 9, 2019

The intuitive answer is no, since their industry is hospitality / travel. AirBnB is a travel/hospitality company, or according to the founders, an “experiences” company. To monitor whether customers have noticed the improvements you’ve made. To monitor whether actions resulted in less requests to support and customer care.

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Feedback 2020 Travel Voice of Customer 126

Michel Falcon Experience

JANUARY 3, 2020

The answer I expect is, “Everyone who interacts with our brand is a customer.”. Being in hospitality, it’s easy for our team to consider the guest who orders the $300.00 Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Relate by Zendesk) Customer service is weird.

Article 55

Article 2018 Customer Service Hospitality 55

Interactions

JUNE 11, 2021

Seventy-six percent of respondents are comfortable with their doctor’s office or local hospital using disinfectant robots to create a more sanitary environment. However, when it comes to the idea of robots being actively involved in care, people are slightly less comfortable. AI in customer care: Consumers want more.

Consumers 62

Consumers Hospitality Healthcare Customer Care 62

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. This is how a brand does stellar customer engagement. For customer Care, it’s quite simple. It Could Be All Sunshine and Rainbows.

Hospitality 52

Hospitality Brands Travel Airlines 52

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

2016 0

2016 Article Net Promoter Score Customer Service 0

The DiJulius Group

JANUARY 17, 2024

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” Read Full Article The post 139: Being Customer Obsessed appeared first on The DiJulius Group.

Hospitality 64

Hospitality Customer Care Customers Article 64

Interactions

MAY 22, 2019

It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. And when is comes to making direct contact with a travel and hospitality company, phone is still the preferred method. This is when the headaches start. Long wait times. Here’s what we found: 1.

Travel 61

Travel Hotels Hospitality Books 61

NICE inContact

JUNE 27, 2017

When it comes to competitive industries, few rank higher than hospitality. With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty.

Omnichannel 48

Omnichannel Contact Center Guest Experience Hotels 48

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. Because our customers are no longer waiting on hold. For most of us, Labor Day signals the end of the summer season.

Contact Center 49

Contact Center Customer Experience Hotels Hospitality 49

COPC

DECEMBER 1, 2016

Learn about the Customer Experience in Travel and Hospitality. This survey program is an extension of the Customer Experience Management Benchmark (CXMB) Series. Our first industry focus is the customer experience in travel and hospitality, including the customer care experience, the purchase experience, and customer loyalty.

Travel 40

Travel Webinar Hospitality Hotels 40

ShepHyken

OCTOBER 27, 2017

With the next evolution of texting, also known as RCS (Rich Communication Services) right around the corner, companies will have an even more powerful way to reach customers through a genuine and intuitive empathetic interaction. Still in its infancy, RCS is primed to significantly improve the customer experience.

Customer Service Strategies 87

Customer Service Strategies Blog Customer Service Hotels 87

Magellan Solutions

FEBRUARY 8, 2021

These include healthcare providers like hospitals and clinics. But it has become an essential tool since it’s the best and fastest way to give immediate care to patients. . Even before the pandemic, telemedicine is already a valuable tool for hospitals. Telehealth is a service not known by many before the virus outbreak.

Healthcare 52

Healthcare Hospitality Call Center Government 52

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. Because our customers are no longer waiting on hold. For most of us, Labor Day signals the end of the summer season.

Contact Center 48

Contact Center Customer Experience Hotels Hospitality 48

CSM Magazine

APRIL 12, 2021

A more efficient and accessible system is providing your patients’ customer care. This shows you care about the patient’s time and don’t want to waste it. Here are some places where you can include system integration: Billing: Clients want to know how much a treatment or a night in the hospital costs.

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Customer Service Healthcare Seminar Entertainment 98