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 employee they happen to get? Most employees view their total job role in terms of the requisite job knowledge and job skills needed to reliably
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
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 airport, convention center, and theme parks. After rating the hotels from best to worst using an approach linked to Bain & Company’s Net Promoter Score
Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S. Census Bureau. And by April, according to the National Restaurant Association, more than 8 million restaurant employees had been laid off or furloughed. Experts anticipate
Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to attract the attention of customers, pique their interest and curiosity, and stand out in a noisy and crowded marketplace. Surprise is an emotion, the function of which is to increase alertness and narrow focus. By
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a customer service role and execute their job functions, blissfully unaware of the opportunities they forfeit daily to demonstrate exceptional customer service behaviors. Awareness is key.
Last week, in preparation for spring break in the mountains, I called my local Ford dealership to ask a couple of questions about my service plan’s coverage of replacement brake pads and to schedule an oil change and tire rotation. Today’s business climate eschews helpful, personalized service in favor of
Earlier this month my daughter, Kennedy, brought her Bearpaw boot to me and pointed out that one of the buttons (“toggles”) used to secure the elastic laces had cracked. I took a couple of photos, located Bearpaw’s Twitter account, and posted the following tweet on April 5, 2017: @bearpawshoes How do
Last month I worked with a multinational retailer whose internal customer satisfaction survey analysis revealed some interesting findings: when they can recall an employee by name, customers’ overall satisfaction is 20 percent higher (from 69 percent to 89 percent) and their likelihood to return is 11 percent higher (from 76
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