Apparently, wealthy consumers, particularly Americans, are essentially an untapped market for cruise lines, according to a global wealth study reported on by Travel Weekly. With the global penetration of upper-income consumers by cruiselines estimated at just 1.2%, a focus on this segment of the market seems like a no-brainer. Is… Read More
How can busy spa operators take their guest experience, so integral a part of their businesses, to the next level? Creating a guest experience audit, in which key standards are established, is the only practical and surefire way to gain an understanding of where you are and how to get where… Read More
How can a restaurant manager think outside the box when they’re actually in that box 16 hours a day, seven days a week? Sometimes, the only way to do it is to take a few steps back from that ‘box’, and conduct a solid guest experience audit.’ Creating a good… Read More
Coyle began providing cruise mystery shopping services to Royal Caribbean, and other cruise lines, several years ago. Since that time, our team of cruise quality consultants has been aboard the inaugural launches of Royal Caribbean’s new ships, Oasis of the Seas and Allure of the Seas. It is certainly wonderful to be… Read More
I think every restaurant consulting firm would agree that you get new customers and keep great ones via word of mouth. What can be argued, ad infinitum, is how to define “word of mouth” nowadays. Is it a rant posted on a review site? A Facebook entry? A tweet about… Read More
One of the greatest things about travel is the anticipation. And while nothing beats lounging on the beach in Antigua, imagining it and talking about it in the weeks and months before is uniquely cathartic. On that note, I just booked my flight to attend the inaugural sail of Royal… Read More
In what can be described as turnabout being fair play, we fully adopted the client role when we went looking for a web marketing agency for our own company. Instead of being the objective third-party measurement tool in the sales process, we actually needed a sales/marketing company, and we needed… Read More
This article in Travel Weekly is an excellent harbinger for the economy. Cruise Lines have a long window of booking time, and this shows that demand for the cruise vacation is brisk, even if it means added flight costs. This is great news for vacationers at large because they have… Read More
When we look at the data from our restaurant mystery shopping reports and restaurant market research, it shows that both poor and great guest experiences alike are heavily dependent upon the competency of management’s ability to first select, then build, and finally nurture a team. This week’s Corner Office showcases… Read More
NYC & Co, as reported in this Bloomberg Businessweek article, indicated that tourist visits for Q1-2010 in NYC were up 11% over the same period in 2009, meaning 1.3 million more visitors came to NYC than the same period a year ago. The numbers are great for hotels with NYC… Read More
