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
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 product or service quality are misguided. To illustrate, there is a large plumbing and HVAC company in my area that has its technicians carry a
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 the image of a specialty cocktail. After pocketing the key, I grabbed my bag, and headed toward the elevators. In the elevator lobby I noticed
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 a prom after-party that evening, I approached him at 2:30pm and asked, “Why are you gaming? You have pictures at 5:00 and you’re hosting a
The Revelation Conversation is Here!
