Blog | Coyle Hospitality

ACT Trendline Blog: I’m telling on you, II

Jim Coyle, October 10, 2009, Blog, Quality Review, Service Recovery, 0

Most of you have probably seen the video in this link but I think it is a good example...

Best Experiences

Jim Coyle, October 6, 2009, Blog, Quality Review, 0

Exciting news! Coyle has just completed our third major research piece about ‘Best Experiences’—this time with hotels. As many...

Surveys: Staff, service indicators of satisfaction

Jim Coyle, October 6, 2009, Blog, Quality Review, 0

This HotelWorldNetwork article summarizes three customer satisfaction studies this year: The J.D. Power and Associates 2009 North America Hotel...

Cutting Staff Turnover for a Better Guest Experience

Jim Coyle, October 1, 2009, Blog, 1

Understood in business is the axiom that happy staff translates to happy customers. A derivative of this axiom is...

Customer Feedback is a Two-Way Speech

Jim Coyle, September 28, 2009, Blog, Quality Review, 0

This article by Gary Schwartz reminds us that guest feedback is a dialogue and that a healthy dialogue with...

What Service Customers Really Want

Jim Coyle, September 27, 2009, Blog, Quality Review, 0

This Harvard Business Publishing article discusses the importance of guests being able to reach knowledgeable employees on first contact....

Parsing the comfort food menu

Jim Coyle, September 25, 2009, Blog, 0

The Center for Culinary Development (CDC, http://www.ccdsf.com), a food and beverage product development company, recently took a look at...

Rebrand and Regain Trust

Jim Coyle, September 24, 2009, Blog, 0

With the economic meltdown and the many sources available for online chronicling, companies must rebrand to win back consumer...

U.S. Carmakers Make Strides in Customer Satisfaction

Jim Coyle, September 22, 2009, Blog, 0

This article in the NY Times talks about how the American auto makers have made unusual strides recently in...

Do Guests Really Want Healthy Options?

Jim Coyle, September 21, 2009, Blog, 0

In this Chainleader article, quick-service and fast-casual restaurant operators discuss how they are having difficulty getting consumers to try...

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