Can your customers count on superior product and service quality regardless of the employee involved? Or is the quality of their experience reliant on the employee they happen to get? Most employees view their total job role in terms of the requisite job knowledge and job skills needed to reliably
Today’s blog post is the last in a series related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned to digitize to personalize. Data-informed organizations better serve customers by tailoring offers, activities, and amenities based on shared preferences, past interactions, current
Today’s blog post is a part of a series that I will be sharing this week related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned that consumers of all ages, ethnicities, and economic levels have embraced digital technology as a
Today’s blog post is a part of a series that I will be sharing this week related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the distinction between service and hospitality. Service is the action of helping or doing work
Today’s blog post is a part of a series that I will be sharing this week related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the difference between return on investment (ROI) and return on experience (ROE). ROI measures the
This week, I’ll be sharing a series of blog posts related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. For openers, I learned that hospitality is a zero-disappointment industry. If a customer engages in 10 experiences and you exceed expectations on nine
Earlier this month I analyzed 27 mid-range hotels in the Orlando market using publicly available data from Tripadvisor. These properties ranged from locations near the airport, convention center, and theme parks. After rating the hotels from best to worst using an approach linked to Bain & Company’s Net Promoter Score
I met a friend for lunch over the weekend. The night before he’d flown in from Las Vegas, having booked a room at a nearby Hampton Inn. He used the Hilton Honors app to reserve and pay for room 404 in advance and awaited an electronic key to arrive to
This is the eighth, and final, post in a series aimed at supporting the efforts of leaders, managers, and supervisors to create an inspired workforce. In summary, the first seven steps are to 1.) discover the total job role, which consists of both job functions (duties & tasks) and job
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