I was recently speaking with a resort manager about the need for large flat screen televisions in each room...
Archive for category: Blog
A Cable Service Experience and Joseph Jaffe’s New Book
Jim Coyle, , Blog, Service Quality, Service Recovery, 0Not long ago, I ordered cable service from a large national provider. The cable guy showed up on time,...
This NY Times article talks about how hotels and resorts are improving the guest experience and catering to the...
What Does a Great Experience Cost? Does it Matter?
Jim Coyle, , Blog, customer experience research, Guest Experience, 0Question: Why are divorces so expensive? We just published our first segment of our hotel best experiences research, a...
Steve Carli managing director at the Zig Chicago office mentions the need for staff to impress guests in this...
Build Your Customer Experience Roadmap
Jim Coyle, , Blog, Customer Loyalty, Marketing, Service Quality, 0What makes one brand more desirable than another? Bruce Temkin’s Forbes article provides the answer: better brands obsess about...
What do your guests want? Well, let’s ask them. Coyle asks thousands of respondents a month to rate their...
Connecting the Dots Around The Customer: It’s the CMO’s Responsibility
Jim Coyle, , Blog, Customer Loyalty, Marketing, 0David Cooperstein, writing for Forbes, says marketing executives must go beyond simply overseeing marketing programs. They must “own” the...
