Let’s face it: the airline industry is tough. It’s competitive and increasingly consolidated. (Do you remember how many airlines there […]
What happens when one moves from hospitality to healthcare? In today’s podcast episode, I chat with Shawn Smith, a veteran in the hospitality industry, who’s now the Chief Experience Officer at MedStar Washington Hospital Center, responsible for improving the patient, quality, and care experience.
A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner.
Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress.
Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own.
Companies that would make your mom proud prove with their actions that they have their customers’ best interest in mind. […]
How do you define patience experience in a hospital? Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai, talks about how he defined his new role at the hospital and how he’s been able to lead a patient experience transformation.
Samir Bitar, Director of the Office of Visitor Services at the Smithsonian Institution, shares how customer journey mapping helped clarify his role and how it was used to create a unified understanding of the visitor experience across the Smithsonian’s many museums and affiliates around the world.
In tribute to Diana Helfinstine, VP of Customer Experience at Essilor, we revisit this podcast episode in which Diana shared how she implemented customer experience strategies that fueled Essilor’s customer-driven growth, and created greater value for their customers and patients.
Ingvar Kamprad, Founder of IKEA, led the company to global expansion based on his clarity of purpose to create a better everyday life for many. A concept that would certainly, “make mom proud.”