While new technologies and the latest fad may get most of the headlines, customer care has also evolved in a variety of industries, especially in the restaurant game. Many independent restaurants and restaurant groups have elected to provide the best overall guest experience as a key differentiator, thus putting...
Historically, good customer service was delivered in person, over the phone or via reliable correspondence such as printed letter or email. Customers were satisfied with these expectations and believed they could interact with product or service providers easily in order to have questions answered or resolve issues. Today, these...
Business travelers are unlike leisure travelers who vacation with their families and primarily use hotel rooms as a place to sleep between sightseeing excursions. Business travelers are a special breed, sort of like Marines on a mission; they’ve got specific tasks and they only care about accomplishing them with...
Organizations sometimes wonder why their sales teams fall short of monthly revenue targets. Although teams consistently meet many of their key performance indicators (KPIs) – number of calls per day, proposals submitted, follow up inquiries – some are unable to ultimately hit their sales numbers. At first glance, they...
When choosing the ideal place to lay your head while traveling, whether for business or pleasure, options have dramatically changed. This is especially true over the last 10 years as we’ve moved away from your father’s Howard Johnson. While traditional lodging experiences by well-known hospitality brands such as Hyatt...
It should come as no surprise that more consumers have turned to online shopping over the last 10 to 15 years while some brick-and-mortar stores have taken a defensive position. Most see the Internet as a revolutionary and convenient tool we can’t live without, but some retailers see it...
In today’s day and age, there are countless established and up-and-coming brands within an industry. It was apparent just how many brands there are in the hotel industry after attending the 41st NYU International Hospitality Industry Investment Conference in New York City this year. During “The CEOs Check-In: A...
At the 2019 BLLA Stay Boutique Live, The Investment Edition conference in NYC, Rosie Toumanian from TrendWatching gave a short and sweet presentation about fascinating innovations from around the world that highlight two trends relevant for the boutique community: Village Squared– Smart brands are transforming their spaces in new...
This post is based on Coyle’s visit to the 2019 National Restaurant Association Show in Chicago. The hospitality industry in particular is known for extremely high turnover rates, and those in the “industry” experience the pain it brings all too often. So, how do you overcome it? TJ Schier...
Interview Series with Unique Customer Service Experts Part I: Q&A with Mountain Guide Ray Hughes The first thing you become aware of on a Ray Hughes-guided back country ski trip is that the three most important things to remember are Safety, Safety, and Safety. On February 21, 2019, I...
