Guest Service Measurement and Analysis
Jessica Zike on April 9, 2010
In the search for new experiences guests will soon have a few new hotels available. Two new entirely underwater hotels, one in Fiji and one in Dubai will soon join the Jules Undersea Lodge in Florida and the Huvafen Fushi Resort in the Maldives. The Travel Channel has regular programming… Read More
Coyle Research Team on April 7, 2010
This NY Times article describes another way a hotel has altered their guest experience. The Market is a food venue at the Grand Hyatt New York with a grab-and-go concept. It is connected to the lobby of the hotel, set to attract commuters and other foot traffic in addition to… Read More
Coyle Research Team on March 23, 2010
Well-run companies measure their financial performance. They plan annual spending with a view of their return on investments and return on invested capital. They keep track of sales, staff turnover, debt, and administrative costs. These are essential to keeping a company “healthy,” but there is more that must be measured,… Read More
Jeff Gurtman on March 23, 2010
This Forbes article about Bayer AG’s system for encouraging and using employee suggestions to innovate the company, demonstrates how valuable an organized innovation program can be. The system, called “Triple-i: Inspiration, Ideas, Innovation.” is much like a highly sophisticated suggestion box with a well-oiled system to decide which suggestions to… Read More
Coyle Research Team on March 23, 2010
Here’s a fun fact: in 2009, movie ticket sales were $10.6 billion, which is the highest figure in history. This is despite—or more likely because of—a down economy; after all, movies offer an enjoyable, if not fleeting, escape from the stresses of real life. Now, major movie theater companies are… Read More
Arthur Chang on March 16, 2010
Hospitality companies are continually evolving to rely on automated processes and technology to enhance the guest experience. Online reservations have been in place for several years now, but more and more hotels have automatic check-in kiosks. The in-room TV is now a place for guests to order room service, request… Read More
Jim Coyle on March 16, 2010
Yet another ‘Top Something’ List this week, this time from Fast Company about innovative companies. Like many readers, I guessed three of the top five without looking. (Does anyone ever say anything bad about Google?) Innovation is defined as a new way of doing something or something new that is… Read More
Jeff Gurtman on March 3, 2010
I would be remiss not to draw attention to Fast Company’s recent release of The World’s Most Innovative Companies 2010. These are the movers and shakers, the companies out there doing things differently, attracting attention and making money in what has been deemed an economic crisis. The top four were… Read More
Jeff Gurtman on February 10, 2010
This article, based upon research by INSEAD professor Hal Gregersen, Jeffrey Dyer of Brigham Young University and Clayton Christensen of Harvard, provides a look at business leaders and what makes them great innovators. It outlines the five key discovery skills you ‘need’ but points out that leaders do not necessarily… Read More
Arthur Chang on February 2, 2010
How do you survive a downturn? Innovate the heck out of it…that’s the goal of one of the leading innovation consultancies out there today. Fahrenheit 212 is a young company with young consultants that boasts big name clients like Coca-Cola, Samsung, P&G, GM, Starbucks, Starwood, etc. For instance, Fahrenheit staff… Read More
