The internet is awash with 2010 trend reports so I want to make a nod to two of my...
Author Archive for: Jim Coyle
It’s hard to argue against the need for good customer service, especially in these times when it seems vital...
Of all the segments of the hospitality industry, casino hotels are probably the strangest. Whereas in hotels, restaurants, spas,...
Guest satisfaction soars as hotels cut back
Jim Coyle, , Blog, Service Best Practices, Service Quality, 0This Hotel News Now article describes how hotel cutbacks have actually improved guest satisfaction in some cases. It mentions...
Leaning on the Staff to Improve HOSPITAL-ity Experiences
Jim Coyle, , The Staff, Service Best Practices, Service Quality, 0In recent years, hospitals have begun to adapt “Lean” principles in their operations. “Lean” is a set of management...
In a recent interview with Ella Edmondson Bell of the Tuck School of Business at Dartmouth, the question was...
Thanksgiving 2009: Airlines-1, Hotels-0
Jim Coyle, , Blog, Service Best Practices, Service Quality, 0I had three distinctly unique customer service experiences that involved the telephone this holiday weekend. It wasn’t until I...
