Research from a leading hotel company shows that a guest who is actively engaged with its brand spends 23 percent more money than one who is only moderately engaged. Actively engaged guests are defined as those guests who have a sense of well-being—confident and secure in their accommodations, feel as
When the automated hotel wake-up call arrives in the morning, what does the message say? In my experience, the message often sounds something like this: “Good morning. Today’s weather forecast calls for partly sunny skies, breezy, with a high temperature of 52 degrees. Thank you for choosing the XYZ hotel.”
Consider the job knowledge that is expected from a typical waiter at a fine dining restaurant. For instance, he or she might be expected to know the menu items well in terms of ingredients, sauces, substitutions—that sort of thing. The waiter would also be expected to know about aspects of
A couple of years ago, I was shopping for a garment bag for my wife. Her job required travel and her current bag was showing serious signs of wear and tear. I stopped into one of those mall luggage stores and the salesperson showed me a black Tumi garment bag.
Earlier today, I broke down and established a Twitter profile and broadcast my first “tweet” pertaining to a book review on this website and just added another update about some customer service research I was doing on TripAdvisor.com. For a long time I asked myself, “Why would anyone be interested
Earlier today I stopped by my local Safeway supermarket. I was picking up the necessary ingredients to make a pretty unoriginal meal: spaghetti and meat sauce. Deciding it might be interesting to surprise my family with a unique twist on a common meal—in our household anyway—I looked at the seasoning
This is a true story: Last Tuesday, December 30th, I stopped by a local liquor store to pick up a bottle of champagne to celebrate the New Year. I typically buy a bottle of champagne only once or twice a year and it’s usually the same brand: Moet & Chandon
Now contrast the above story with this one: It too is a true story. Last weekend, I stopped by an Ulta salon for a haircut. The stylist was a good conversationalist, took her time, and did a good job. As I was paying for the haircut, Roxanne expressed genuine interest
Last week, I visited a leading “big-box” retailer to do a bit of holiday shopping. The first thing I noticed upon entering the store was that a large group of perhaps twenty employees had formed a circle to conduct an informal pre-shift meeting. As I passed by the group, I
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