Secret Shopper News, Trends & Research | Coyle Hospitality

‘Guest Service’ is the Real Myth

Jim Coyle, November 20, 2009, Blog, mystery shopping, Quality Review, Service Quality, 0

Jim Sullivan dishes on the ‘12 Myths of Customer Service’ found on the very useful website www.fohboh.com. Like every...

Building a Brand of the Changing World and Saving Money.

Jim Coyle, November 19, 2009, Blog, Trends, 0

Coca-Cola Co. plans to double its business in the next ten years by catering to the billion people expected...

Baseball and Hiring by Personality

Jim Coyle, November 19, 2009, The Staff, Service Quality, 0

Zack Greinke recently won the coveted Cy Young Award in baseball and will rise to fame and get a...

Five Signs You May Be a Bad Coworker

Jim Coyle, November 19, 2009, The Staff, 0

In previous segments, many of The Staff articles have addressed employee retention and the need to keep people happy...

Authentic Social Responsibility in Hotel Companies

Jim Coyle, November 19, 2009, The Company, Service Best Practices, Trends, 0

Around the holidays, many hospitality companies become more vocal about their charity programs and nonprofit partnerships. And to some...

New TVs signal enhanced guest experience, costs for operators

Jim Coyle, November 17, 2009, Blog, Trends, 0

Previously in this GuestIQ article, I noted a 4hoteliers article that mentions that guests expect more technology in the...

Travel Daily News: “Survey Reveals Spa Consumer Trends”

Jim Coyle, November 17, 2009, Blog, 0

Coyle Hospitality Group, the hospitality industry’s leading market research and quality assurance firm, and WTS International, a world leader...

Spending Trends and Spas

Jim Coyle, November 14, 2009, Blog, Trends, 0

Mike Anderson points out in his blog that for every article saying people are being frugal there is another...

Too Much Beef: Why Arby’s is so low on the restaurant food chain.

Jim Coyle, November 14, 2009, Blog, Trends, 0

The recession – which is arguably over – left many consumers resorting to inexpensive values at fast-food restaurants. McDonald’s...

Things your staff gotta know…

Jim Coyle, November 14, 2009, The Staff, Service Best Practices, Service Quality, Service Recovery, 0

Problem: It can be very difficult for your staff to be knowledgeable about an expansive range of topics that...

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