This USA Today’s Hotel Check-in discusses the no-tipping policy at the Elysian Hotel in Chicago by the hotel developer,...
Tag Archive for: Service Quality
Small touches on restaurant leftovers make lasting impression
Jim Coyle, , Blog, Service Best Practices, Service Quality, 0This short article from the Pittsburg Post-Gazette mentions methods on how restaurants could offer a positive final impression.. The...
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...
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...
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...
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,...
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...
The Serendipity Engine – Web 2 Expo Speech
Jim Coyle, , Blog, Service Best Practices, Service Quality, 0In previous GuestIQ-The Guest articles, we covered some horror stories with technology and social media. We pointed out the...
Market Metrix mentions that customer satisfaction was up slightly for hotels in the third quarter of 2009. The article...
