In the last few weeks, I’ve posted articles exalting social media and its impact on your company. We’ve seen...
Tag Archive for: Guest Experience
Survey Says Loyalty Programs Must Get Personal
Jeff Gurtman, , The Company, Customer Loyalty, Guest Experience, Marketing, Service Recovery, 0In a new study, “Giving Customer Voice More Volume,” conducted by the CMO Council and sponsored by Satmetrix, they...
This NY Times article discusses the changing airline guest experience due to price sensitivity. Airlines started a la carte...
The $2 Guest Experience Killer
Jim Coyle, , Blog, Guest Experience, Service Quality, Service Recovery, 0My family gathers every year with another over the President’s Day in Southern Vermont to do some skiing. Since...
For those of us who visit spas regularly, it is hard to remember back to the days when each...
Chicken or the Egg: Service Recovery
Jim Coyle, , The Staff, Guest Experience, Service Quality, Service Recovery, 1There is no doubt that US Airways did a great job in the aftermath of the US 1549 miracle...
Lone Wolf Leaders Just Don’t Get It
Jim Coyle, , The Staff, Company Values, Guest Experience, Staff Engagement, 0In recent ‘Staff’ articles we have discussed that dedicated employees give their companies a boost in profitability and productivity,...
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...
I was recently speaking with a resort manager about the need for large flat screen televisions in each room...
Ford CEO: 14 Lessons in Leadership &
Jeff Gurtman, , The Company, Guest Experience, Leadership, Marketing, 0What makes a great leader? In this article by Glen Gilmore about his observations of Ford Motor Company CEO,...
