The Northridge Group

NOVEMBER 10, 2023

Patient acquisition has long been one of the greatest challenges facing hospitals and healthcare organizations. The rise of the internet has exacerbated patient acquisition challenges by giving prospective patients easy access to provider reviews and other information. Many of them just aren’t leveraging it.

Analytics 76

Analytics Healthcare Marketing Consulting 76

Netomi

FEBRUARY 21, 2024

These AI-powered tools are revolutionizing how hotels and travel agencies interact with their guests, offering convenience, speed, and personalized service. Technological advancements and a shift towards digital solutions shape today’s hospitality landscape. In the hospitality context, these chatbots serve various functions.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Steve DiGioia

DECEMBER 16, 2021

Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. all boil down to “their” opinion of your product or service. – Tip #36 appeared first on Steve DiGioia Customer Service Blog. If they like it, you win.

Customer Service 147

Customer Service 147

Outsource Consultants

DECEMBER 13, 2023

The Caribbean is often synonymous with pristine beaches, mouthwatering cuisine, and warm hospitality. Located just below Florida, these islands provide a unique chance for US companies to visit their Caribbean outsourcing partners in person, building stronger ties. Here are a few of the region’s biggest draws for US companies.

outsourcing 67

outsourcing Bilingual agents Business Process Outsourcing Government 67

Steve DiGioia

MARCH 22, 2021

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. What Does an Allergy Have To Do With Customer Service? appeared first on Steve DiGioia.

Customer Service 346

Customer Service Education Accountability Management 346

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. This rebranding was a deliberate effort to differentiate the company from its competitors by focusing on exceptional service and human interactions, rooted in a deep understanding of the golf industry.

Customer Service 155

Customer Service B2C B2B Customer Experience 155

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. My Comment: Is it possible to learn a customer service lesson from government? Turns out their ideas are applicable to virtually any industry.

Customer Service 252

Customer Service Government Entertainment Healthcare 252

ShepHyken

OCTOBER 11, 2019

Having written prior books about experience strategies at retail brands like Starbucks, I was eager to examine how leaders at the Ritz-Carlton (an iconic hospitality brand) were reconceptualizing their service delivery to meet changing lifestyles and expectations of luxury travelers. Michelli, Ph.D.

Technology 238

Technology Customer Experience Personalization Engineering 238

Hodusoft

APRIL 17, 2024

Best Practices for Using Auto Attendant Industries That Can Benefit from Auto Attendants Past and Present: A Brief History of Auto Attendant Before the invention of auto attendant, callers had no choice other than to wait for their calls to be picked up by a customer support representative. Auto Attendant Scripts – What to Record?

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Steve DiGioia

JANUARY 21, 2021

Being in the customer service and hospitality industries, we must plan for the day(s) when things don’t go as planned – because they WILL come. We can’t provide great service if we always think “everything will turn out perfectly as planned”.

Personalization 195

Personalization Customer Service Management 195

Beyond Philosophy

NOVEMBER 2, 2016

Yet, according to the New York Times , this is the way things are headed in the hospitality industry. Tisch Center for Hospitality and Tourism at New York University. Full service hotels face competition from limited service providers like Holiday Inn Express and from rental websites like Airbnb.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

CSM Magazine

DECEMBER 6, 2022

There are several benefits to outsourcing customer service in the hospitality industry. Read on to learn more about the benefits of outsourcing customer service in the hospitality industry. Service Quality. Risk Reduction. Focus on Core Business Operations.

outsourcing 52

outsourcing Customer Service Technology Customer Support 52

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. We asked our panel of consultants for the things contact centre managers really need to stop doing – as soon as possible – to help rejuvenate their customer service operations. Focus on providing excellent customer service.

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

ShepHyken

JUNE 28, 2022

He has a firmly entrenched background in high-end hospitality and entertainment. Top Takeaways: There is a slow death of customer service. As a result, they don’t go above and beyond to build a strong relationship with the customer base in the industry that they work in. Customer service is a team sport.

Feedback 161

Feedback Entertainment Surveys Customer Service 161

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 about the service experience was extraordinary?

Consulting 275

Consulting Consulting Sales Marketing 275

CSM Magazine

MARCH 20, 2024

The Southeast Asian nation, renowned for its exceptional customer service ethos, emerges as a prime outsourcing destination. Cynergy BPO sets itself apart by offering comprehensive advisory, guidance, and supplier sourcing services at no charge, and with zero obligation.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. And when an expert at John’s level shares commentary on one of the most iconic brands in the service and CX world, we have to pay attention.

Customer Service 167

Customer Service Best practices Customer Experience Sales 167

AWS Machine Learning

AUGUST 21, 2023

Models developed on text in the medical domain have become accurate statistically, yet clinicians are ethically required to evaluate areas of weakness related to these predictions in order to provide the best care for individual patients. On a daily basis, patients are admitted to hospitals and admission notes are taken.

Healthcare 78

Healthcare APIs Scripts Finance 78

The Petrova Experience

JULY 20, 2023

If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. The hospitality industry faces real challenges. In fact, in 2021, the average employee turnover rate in the leisure and hospitality industry was 84.9%.

Customer centricity 40

Customer centricity Employee engagement Engineering Management 40

Calltools

MARCH 6, 2024

With access to personalized information, agents are up-to-date on a customer’s company history and can jump in with the knowledge necessary to provide exceptional customer service. Centers that cannot provide personalized customer service won’t be able to keep up with businesses that do.

Customer Experience 52

Customer Experience Average Handle Time Abandon rate Healthcare 52

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. For instance, QR codes can effectively be implemented in customer service. They save critical data, allowing consumers to access information and execute certain activities more quickly, ensuring an excellent customer service experience. .

Customer Service 161

Customer Service Feedback Advertising Customer Experience 161

Global Response

OCTOBER 17, 2023

Our team has over 40 years of experience managing customer service outsourcing in healthcare and similarly high-touch industries—here’s what you need to consider before you start outsourcing. Outsourcing provides increased cost-efficiency and flexibility even while providing excellent service.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

CSM Magazine

JUNE 1, 2023

An international team of researchers studied data collected from employees in teams across China’s hotel industry – discovering that ‘more-traditional’ staff members responded less well to humour from their leaders.

Management 52

Management Finance Customer Service 52

Andrew Mcfarland

SEPTEMBER 23, 2022

Employer-hospital partnerships. Employer-hospital partnerships have several benefits for both the hospital and its employees. For example, employer-hospital alliances can provide the employer with access to more health care services while lowering the costs associated with health care.

Healthcare 48

Healthcare Government Metrics Marketing 48

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Empathy is key.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. The financial services, insurance, tourism, education, and hospitality industries all rely heavily on seasonal staff to meet peak demand. Every industry has different FAQs.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Build Relationships with Strangers.

Customer centricity 107

Customer centricity Marketing Consulting Consulting 107

Fonolo

NOVEMBER 19, 2020

Earlier this year, Fonolo teamed up with the Ryan Strategic Advisory to gain insights into how the industry utilizes call-back technology. As for those respondents who have yet to adopt call-backs, many stated that this technology was appealing because of its ability to generate revenue and provide added value. Read on to learn more!

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

OctopusTech

APRIL 18, 2024

These skills trend the services to a level of patient care and set the base for continuous development and acquisition of new customers. Such characteristics make everyday encounters in the hospitality industry one-of-a-kind ones, the backbone of business ideas nowadays. Call center worker accompanied by her team.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

Outsource Consultants

AUGUST 15, 2022

As the medical industry experiences higher demand for service and a staffing shortage, outsourcing options have become more pivotal to keeping things running than ever before. Segments of the industry, such as marketplace enrollment and COVID testing, have also begun to rely on outsourcing even more heavily. Filling the Gaps.

outsourcing 67

outsourcing Healthcare Contact Center Call Center 67

Quiq

FEBRUARY 3, 2023

Doing more with less is nothing new for the travel industry. While HR leaders are facing the labor shortage head-on with recruiting tactics and budget increases, customer service teams need to search for ways to provide the service the industry is known for without the extra body count. In 2021, travel added 18.2

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

CSM Magazine

OCTOBER 12, 2022

Appreciate Business Services (ABS) – The home of Love2shop – have officially launched a ‘game-changer’ modular engagement platform for UK businesses looking to boost productivity, motivation and employee/customer satisfaction. . In the recent major Appreciate Employee Value Report.

Sales 52

Sales Construction Finance Marketing 52

Ansafone

NOVEMBER 29, 2021

Call centers are a reliable resource that can provide a helping hand and listening ear to help manage the challenges faced by organizations in the healthcare industry. The need for patient care and medical services is something that is always going to be in high demand.

Healthcare 62

Healthcare Call Center Contact Center Management 62

Steve DiGioia

MARCH 24, 2016

yesterday's service awards won't help your upset customer today! The hospitality industry is the most unique in the business world because we don’t sell a product. We sell “ service.”. The level of professionalism is usually higher in the hospitality industry and proper etiquette is at the forefront of what we must use.

Accountability 140

Accountability Personalization Customer Service Customer Experience 140

CSM Magazine

APRIL 4, 2024

The combination of hospitality, amusement, and betting experiences that characterize client service in casinos is top tier. Client relations history in casinos shows an ongoing relationship between technology and tradition, from the earliest days of online services to the current focus on in-person encounters.

Personalization 40

Personalization Brand ambassadors Entertainment Customer Service 40