I just read Charles Jacobs’ ‘Management Rewired’ which looks at the latest findings in neuroscience and applies them to...
Archive for category: Blog
This article found on todayonline.com talked about how Singapore recently modified some seats in its public transportation system to...
Virgin America’s Guide to Not Screwing Up Customer Service
Jim Coyle, , Blog, Company Values, Guest Experience, Service Best Practices, Staff Engagement, 0What do you get when you combine ego, money, sexy women, and promotional ability? That’s correct; the newest television...
New luxury hotel in Chicago has no-tipping-necessary policy; rival says it’s worth watching
Jim Coyle, , Blog, Guest Experience, Service Best Practices, Service Quality, 0This USA Today’s Hotel Check-in discusses the no-tipping policy at the Elysian Hotel in Chicago by the hotel developer,...
In this article from Smart Money a group of researchers looked at the happiness levels of people who were...
CMOs: Create a Customer Scorecard
Jim Coyle, , Blog, Company Values, Guest Satisfaction, Innovation, 0Well-run companies measure their financial performance. They plan annual spending with a view of their return on investments and...
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...
This Reuters article describes how chains have targeted promotions to previously loyal Hilton customers after Hilton increased its number...
Luxury cruisers are also focusing less on stuff and more on experiences according to Mark Conroy the president of...
