Guest Service Measurement and Analysis
Coyle Research Team on March 16, 2010
The fact that economies are volatile is no surprise to any of us anymore While the hospitality industry took a hit over the last year from less consumer spending, those who did dine out were generally loyal to their favorite restaurants. That is to say, guests were still willing to… Read More
Jeff Gurtman on March 17, 2012
In a new study, “Giving Customer Voice More Volume,” conducted by the CMO Council and sponsored by Satmetrix, they found that despite the importance of guest experience and customer word-of-mouth marketing, senior marketers are not taking firm action to utilize such feedback in marketing decisions. Thirty-eight percent of the 480… Read More
Jim Coyle on February 24, 2010
My family gathers every year with another over the President’s Day in Southern Vermont to do some skiing. Since the lodge we stay at is equidistant from Mt. Snow and Stratton, it is asked, “Where shall we ski?” To my astonishment, not one of the eight people in our group,… Read More
Arthur Chang on February 24, 2010
There is no doubt that US Airways did a great job in the aftermath of the US 1549 miracle landing on the Hudson. In this BusinessWeek article, customers praised the “velvet-rope care US Airways employees provided following the forced landing—from the dry clothes, warm meals, and free hotel room they… Read More
Coyle Research Team on February 24, 2010
Toyota is being criticized for being slow to respond to problems found in several popular car models. While slow service recovery will surely affect the brand, the president is making strides to assuage the concerns of its customers. As Jen Vollmert stated recently in GuestIQ, Toyota’s president has been “apologetic,… Read More
Coyle Research Team on February 24, 2010
We have all heard about Toyota’s recent mass recall of 12 different vehicle models. Recently, I was driving my non-Toyota along the interstate and heard a radio ad from Toyota, speaking about the recall. Predictably, the male voice on the radio apologized for the recall and assured listeners that dealerships… Read More
Coyle Research Team on February 24, 2010
This WSJ article mentions a new trend in the hotel guest experience. Hotels are offering discounts or rewards for guests who opt out of housekeeping service during the stay. For example, Starwood’s “Make a Green Choice” program offers $5 credit or 500 Starpoints. A spokesperson for Starwood mentions that 8.5% of… Read More
Coyle Research Team on February 16, 2010
Not long ago, I ordered cable service from a large national provider. The cable guy showed up on time, and the set-up went as scheduled. The next day, I found that the cable and internet were not working properly. I called the company only to get a busy signal. After… Read More
Coyle Research Team on January 18, 2010
This USA Today article offered predictions for the top ten 2010 travel trends. One prediction is “The Rise of Real-Time Web” which points out real-time postings of travel experiences and a speedier response by companies and institutions. The article mentions that there are “flash sales” offered on Facebook and Twitter… Read More
Coyle Research Team on December 15, 2009
It’s hard to argue against the need for good customer service, especially in these times when it seems vital to appeal to guests’ demands. However, in this Boston Globe article, service-industry blogger Patrick Maguire suggests that the old adage “the customer is always right” is folly. Mr. Maguire states that… Read More
