The fact that economies are volatile is no surprise to any of us anymore While the hospitality industry took...
Tag Archive for: Service Recovery
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...
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...
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...
Toyota’s Plan to Repair Its Public Image
Jim Coyle, , The Company, Company Values, Customer Loyalty, Service Recovery, 0We have all heard about Toyota’s recent mass recall of 12 different vehicle models. Recently, I was driving my...
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,...
This USA Today article offered predictions for the top ten 2010 travel trends. One prediction is “The Rise of...
It’s hard to argue against the need for good customer service, especially in these times when it seems vital...
