Manage customer perception
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
November 29, 2019
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Service is a principle, not a campaign
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
October 8, 2019
If you can afford to dine out, then you can afford to be generous
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
August 21, 2019
Balancing productivity and customer service quality
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
August 8, 2019
The limitations of virtual-reality training
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
July 3, 2019
Surprise and Delight is Not a Strategy
Businesses that employ techniques to “surprise and delight” customers in an attempt to distract them from noticing systemic flaws in value (for price paid) or
June 7, 2019
Being Capable Is Not Enough
Last fall I traveled to Philadelphia to meet up with several colleagues at a downtown hotel. At check-in, I received a room key emblazoned with
May 1, 2019
Inspiring initiative
Two weeks ago we received a late spring snowstorm that left several inches of snow on our back deck. Because my teenage son was hosting
April 22, 2019
The unseating of Sears
After buying our first home in 2000, my wife and I spent many weekends shopping at The Great Indoors, a home décor chain founded by
April 3, 2019
