By now, most of us have been impacted in some way by Coronavirus Disease 2019 (COVID-19). I worked in Boston last week where I met a fellow hotel guest in the elevator. Upon detecting an accent, I asked where he was from. He said, “I work in Hong Kong, but
Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to attract the attention of customers, pique their interest and curiosity, and stand out in a noisy and crowded marketplace. Surprise is an emotion, the function of which is to increase alertness and narrow focus. By
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a customer service role and execute their job functions, blissfully unaware of the opportunities they forfeit daily to demonstrate exceptional customer service behaviors. Awareness is key.
Increasingly, travelers are reading hotel reviews before deciding where to spend their travel dollars. Research suggests that the average person reads about seven reviews before making a decision (T. Lappas, Stevens Institute of Technology) and 33% of travelers reported changing their hotel booking plans after reading online reviews (Phocuswright). Hotel
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I enjoy and support recognizing customers and service quality, I can’t help but question the superficiality of hanging banners, donning t-shirts and buttons, and ordering pizzas
Employees will only be aware of job purpose (as a relevant and credible dimension of their job role) if leadership and, in particular, their immediate supervisor, reinforces it by communicating it daily—in words and deeds. Most employees are unaware of their purpose—their highest priority—at work. If you were to ask,
Last week, a restaurant guest in Colts Neck, New Jersey left his waitress a 74-cent tip on a $119.26 check. Somehow, a New Jersey state senator obtained a photo of the signed receipt and shared the unedited image on Twitter. The intent of this blog post is not to debate
Earlier this summer, I was relaxing by the pool at a well-known resort in Las Vegas. Because it was 100° in the shade, from the moment I settled into my lounge chair I was on the lookout for a beverage server. Within a few minutes, the server appeared carrying a
In 2017 I wrote a blog about a partnership between Walmart and Strivr, a company that designs virtual-reality (VR) training. At that time, Walmart was testing VR-enabled learning in 31 of its Training Academies with aspirations to expand the training to 140,000 associates per year. Two years later, according to this recent
The Revelation Conversation is Here!
