The key to running a successful business is understanding the customers you serve. While you may think you know...
Archive for category: Blog
Brand Assessment of Toyota
Jim Coyle, , Blog, Brand Management, Customer Loyalty, Service Recovery, 0Toyota is being criticized for being slow to respond to problems found in several popular car models. While slow...
Less Housekeeping, More Perks
Jim Coyle, , Blog, Guest Experience, Service Quality, Service Recovery, Trends, 0This WSJ article mentions a new trend in the hotel guest experience. Hotels are offering discounts or rewards for...
Motivation maybe the most important management buzzword, because quite simply we are told, if you motivate your soft assets...
I was recently speaking with a resort manager about the need for large flat screen televisions in each room...
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...
