Last December I worked with a hotel leadership team in Dayton, OH. One of the discussions lead to identifying the obstacles that stood in the way of creating promoters of its hotel. Consumer research firm Bain and Company defines promoters as those customers who are the least price-sensitive, have the
Earlier this week, a friend of mine passed along a copy of Daniel Pink’s latest book, Drive. It was a pleasant surprise because, having read his bestseller, A Whole New Mind, it was on my buy list. One of the reasons I enjoy reading authors like Daniel Pink, Malcolm Gladwell,
When was the last time you checked yourself into a flight and checked a piece of luggage at a self-service kiosk at the airport? Like supermarket self-service checkout stations or ATMs, I find these kiosks helpful. Once they become familiar, they’re easy to navigate and usually end up saving me
Have you ever sensed an adversarial, “us vs. them” mentality from employees of service organizations? Perhaps you were on the receiving end of what you would describe as rude or abusive behavior? Or perhaps it was more subtle—like dismissive body language or an exasperated sigh? Maybe it did not even
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