After a 20-year career with Marriott, in 2006 I ventured into a second act speaking, writing, and consulting, primarily on the topic of customer service. Over the years, I’ve read dozens of business books to glean insights and keep abreast of trends. Two books have shaped my post-Marriott service philosophy
For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. It’s true. While there are things that employees have to do, providing
I was thinking about the widely-read business book Blue Ocean Strategy, which was published 20 years ago, and the application of its central premise to purpose-driven work today. In the book, red ocean strategies represent the way business is approached in most industries: competing for contested—and often shrinking—demand and market
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
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