Well-run companies measure their financial performance. They plan annual spending with a view of their return on investments and...
Blog
Diamonds in the Census Mine
Jim Coyle, , The Staff, Guest Experience, Guest Satisfaction, Marketing, 0In Diamonds in the Data Mine, Gary Loveman’s (CEO of Harrah’s Entertainment) quintessential article about customer relationship management (CRM),...
Bayer AG: How one company gets its employees innovating
Jeff Gurtman, , The Company, Company Values, Innovation, Staff Engagement, 0This Forbes article about Bayer AG’s system for encouraging and using employee suggestions to innovate the company, demonstrates how...
Here’s a fun fact: in 2009, movie ticket sales were $10.6 billion, which is the highest figure in history. ...
In our culture of ‘more is always better’ are we actually making customers less happy. This New York Times...
A customer is not a prey you can poach
Jim Coyle, , Blog, Customer Loyalty, Guest Experience, Service Recovery, 0The fact that economies are volatile is no surprise to any of us anymore While the hospitality industry took...
Hospitality companies are continually evolving to rely on automated processes and technology to enhance the guest experience. Online reservations...
Fortune recently launched their ‘World’s Most Admired Companies’ survey. In the survey, Fortune asked businesspeople to vote for the...
Joie de Vivre and the Art of the Hotel
Jim Coyle, , The Staff, Company Values, Service Best Practices, Staff Engagement, 0It has been said that people look like their dogs, homes reflect the personality of the owner, and in...
John Mackey’s Whole Foods Vision to Reshape Capitalism
Jim Coyle, , The Company, Company Values, Guest Experience, 0Recently, Jim Coyle commented on Aldi and Trader Joe’s, mentioning how along the lines of value, those two brands...
