For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Technology doesn’t have to take the “personal touch” out of the guest experience. In fact, self-service options could make hotel staff even more accessible to guests.
Smart devices, hubs and phone apps that guests can use for entertainment, comfort, services and more help guests feel right at home during their stay.
People place a lot of trust in reviews — so you should be trying to maximize them.
Consumer research shows most prefer the home rental platform – I think they’re nuts.
A little humanity goes a long way during tough financial times.
Where I get most frustrated is where they save the experience.
Unhappy workers can actually cost your business money.
New research shows turnover increases and productivity sours when workers don’t feel a sense of belonging.
Many restaurants have no choice but to pass soaring costs to customers. Here’s how customer service can make it worth the buck.
COVID-19 has permanently changed the dining industry. It may be time to change with it.