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
My family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico. We were tight on time as my wife had called ahead to add our name to the list at Yard House, where the hostess predicted that
In 2011, I worked with a hotel general manager, Victor, in Boston. One observation he made was that, although his staff was friendly, there were numerous occasions when hotel employees would huddle in small groups and banter, some with their backs to hotel guests and others with hands in their
While directing the 1956 epic film The Ten Commandments, Cecil B. DeMille challenged a large group of extras portraying the Israelites to energize their performance, shouting, “Alright now. Give me everything you’ve got people! Don’t be extras. Be a nation!” DeMille’s exhortation of the extras reminds me of the ongoing
Because of my work in the field of hospitality, I read quite a few books on the topic of customer service and thanks to great authors like Chip Bell, Scott McKain, Colin Shaw, and others, I always complete a book more prepared to serve my own clients. Recently I was
Thanks to all of you who participated in this year’s survey! The unique perspectives shared in the survey feedback and analysis produced some interesting results. My hope is that the information can be used to improve the product and service quality for those who choose to read it, share it,
The Revelation Conversation is Here!
