Two types of KPIs
When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your
September 28, 2022
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When values are clear, decisions are easy
Nearly every sophisticated organization has gone to great lengths to craft a mission, vision, or purpose statement together with a set of guiding principles or
March 24, 2020
When automation hinders the customer experience, hit the reset button
I read an article in the January 15, 2019 issue of the Wall Street Journal that pointed out the limitations of a robot-staffed hotel, the
January 22, 2019
Nuance is never obvious
Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives
November 8, 2016
Customer service made easy
While reading The Happiness Advantage by Shawn Achor, I came across the following quote: “(T)he key to (achieving desired results) is to put your desired
July 24, 2013
“I’m sorry. They’re all in meetings.”
Last week, I presented during a conference that was held at a full-service hotel in Denver. My contact at the event mentioned that, earlier that
June 21, 2013
Respond (don’t just react) to critical customer feedback
I spent a fair amount of time last month on TripAdvisor, Hotels.com, Yelp, and other websites offering hotel reviews. A majority of those reviews were
February 9, 2010
Problems may bolster satisfaction
Time and again research confirms that customer encounters in which a problem is resolved quickly and efficiently receive higher satisfaction scores than situations in which
February 8, 2010
Handle problems with care
Last December I worked with a hotel leadership team in Dayton, OH. One of the discussions lead to identifying the obstacles that stood in the
January 28, 2010
