The first article found on authenticorganizations.com, is a back to basics comparison of the two. EmployEE branding is inward; it’s about influencing and motivating employees according to the company’s culture. EmployER branding is outward and actually has to come before the EmployEE, as this is where the company crafts...
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QSR Loyalty Programs Can’t Afford to Stay Insignificant
As the economy slowly makes its way out of the recession, quick-service restaurants will see changes in consumer spending habits. As the economy improves, consumer frugality can diminish, and a QSR may not be their next stop. Last week in GuestIQ, an article about Harrah’s Resort’s guest loyalty program...
Hospitality Executives Under Stress During Stressful Times Need Executive Stress Solutions
Stress in the workplace is not a new concept, yet these turbulent times have made it something that is now readily discussed and proactively recognized and treated. How do executives manage their own stress, not have it affect the work of other employees, and make sure that guests still...
Managers Prepare for the Upturn
Jim Coyle, , The Company, 0
For those hospitality operators who have been forced to strip it down to bare bones, this video offers some timely insights about putting things into place as you rebuild, hire and gear up for whatever the new normal is. For other managers, it is blunt reminder that the business...
A Little Reminder of How Far Apple Has Come
Jim Coyle, , The Company, 0
Last week we talked about Google. While we’re on the technology bandwagon, let’s talk about another icon of vision and innovation: Apple. Yet, unlike Google, which seems to have an infinitely upward trajectory toward success, Apple has floundered a bit. (In the vein of Kevin’s coverage of Kanter last...
Is the iPhone hurting AT&T’s brand?
Last week, Guest IQ looked at loyalty and social networks. As I looked closer at these subjects, I found this thought-provoker on CNN.com. Marguerite Reardon points out that the Iphone has impressive loyalty; 90% of its users would recommend it to a friend. However, she states half of Iphone...
Maytag Crosses Popular Blogger, Gets Spun Dry
Jim Coyle, , Blog, Service Recovery, 0
Last week, Jessica pointed out the United song and the effects on social media. The songwriter made a song about his complaint with United, put it on YouTube, and received over 5.6 million views. In this InformationWeek article, Heather Armstrong, the blogger of Dooce, put her complaint with Maytag...
ACT Trendline Blog: I’m telling on you, II
Most of you have probably seen the video in this link but I think it is a good example of how customers are using the internet to fight back against poor customer service. Customers are using specifically social media to disseminate information about their experience, as we have seen...
Employee Branding That Rocks
This article illustrates how a company uses ‘employee branding’ to take human resource management to the 21st century. This goal of this concept is to have employees internalize the brand image and become motivated to project that image to guests. The front line employees of our generation have evolved,...
How Employee Training Tools directly Impact Guest Repeat Bookings
Training tools have evolved to link staff members as vital organizational components and thereby provide personalized service and understanding of excellence. This Hospitality Technology article discusses the importance of these tools in achieving guest satisfaction and encouraging repeat business. According to the author, several modules are needed towards this...
