Going above and beyond is voluntary
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
June 20, 2024
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Blue ocean thinking
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
May 6, 2024
Happy Accidents
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
April 3, 2024
Digitize to Personalize
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,
March 29, 2024
Customers Are in Charge
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
March 28, 2024
Service or Hospitality?
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
March 27, 2024
Maximize Return on Experience (ROE)
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
March 26, 2024
Hospitality is a Zero-Disappointment Industry
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
March 25, 2024
Strive for Top 5 in product and service quality
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
January 25, 2024
