As the definition of Web 2.0 continues to evolve at a breakneck pace, companies across all industries, including the...
Tag Archive for: Quality Review
‘Guest Service’ is the Real Myth
Jim Coyle, , Blog, mystery shopping, Quality Review, Service Quality, 0Jim Sullivan dishes on the ‘12 Myths of Customer Service’ found on the very useful website www.fohboh.com. Like every...
JD Power has released it’s 2009 European Hotel Guest Satisfaction Study. Overall hotel guest satisfaction increased in Europe as...
A management guru leads an overhaul of some iconic fast-food chains
Jim Coyle, , Blog, Quality Review, Service Best Practices, 0This article from The Economist outlines Yum! Brand’s CEO Dave Novak’s initiative to create a single global entity that...
Most of you have probably seen the video in this link but I think it is a good example...
Exciting news! Coyle has just completed our third major research piece about ‘Best Experiences’—this time with hotels. As many...
This HotelWorldNetwork article summarizes three customer satisfaction studies this year: The J.D. Power and Associates 2009 North America Hotel...
This article by Gary Schwartz reminds us that guest feedback is a dialogue and that a healthy dialogue with...
This Harvard Business Publishing article discusses the importance of guests being able to reach knowledgeable employees on first contact....
