They’re the first and last faces guests see during their stay. They’re the voice behind most service calls. They accommodate special requests and mitigate issues. They’re even there before travel begins, helping individuals navigate reservation sites and answer pre-booking questions. These are your front desk workers, or what many managers consider
Every guest is equally important and deserves exceptional service; however, there are those guests that have earned the right to certain privileges and treatment: VIP guests. These may be individuals who are part of your brand’s loyalty program. They may be high-level executives or heads of companies. Their status as VIP
It’s not a matter of opinion, but fact: the CX paradigm is changing in hospitality. Technology is advancing by the minute, and guest expectations are continually evolving. The word “service” is no longer in any innovative hotelier’s dictionary. Guests today have some pretty wild ideas about what their hotel experience will
A disturbing amount of research now points to the fact that people are unhappy with their jobs. A 2013 study from Gallup, for instance, found that only 13 percent of people worldwide actually enjoy going to work. This figure (169 million) represents about half of the U.S. population—a small sum compared
I find it fascinating that 20 years ago, this kind of blog could never have been written. As recently as 10 years ago, the scope of possibilities for business, the customer experience—practically everything that competitively differentiates organizations in today’s digital era—was narrower than ever, if not nonexistent. Looking back, it’s clear
Ask anybody, and they’ll tell you that the customer experience (CX) is the strongest—if not, only—competitive differentiator among companies today. This is why nearly 90 percent now compete solely based on the CX, and why half of this year’s product investment projects are being redirected to CX innovations. The ability to
Return on investment (ROI): it’s the one thing that businesses across the board seem to have trouble defining, measuring and creatively maximizing. This can especially be seen within the hospitality industry where, for one reason or another, ROI can often feel MIA. If you can relate, here are five questions that
You’ve heard it all before: employees who don’t feel respected in or fulfilled by their job will adversely affect the customer experience. Any good manager knows that employees are the lifeblood of every organization…so why do mounds of research still show employee turnover to be a massive problem industry-wide? Why do
As I discussed in my last blog, research clearly shows that customers still value the fundamentals of their hotel stay (i.e. pool, breakfast, clean room, friendly staff). At the same time, however, they demand greater ingenuity among the organizations they do business with. In other words, most guests today still have
We live in a world today where 90 percent of companies compete solely based on the customer experience. This certainly includes organizations in hospitality, where delivering a memorable guest experience has never been more crucial. In today’s ultra-competitive market, managers are quick to adopt newer technologies and bolder service strategies to
