customer experience

ABC(3): Above and Beyond Plus 3 Cs to Deliver!

Roger Wolkoff | July 19, 2019

By Roger Wolkoff I'm guessing you've heard the phrase "above and beyond" before, especially when it comes to delivering exceptional customer service and care to your clients. But I'll wager that you haven't heard how you can use the ABC(3) model of customer service to deliver on "above and beyond." The C(3) or "C to the third power" part of the model gives you three ways to deliver on above and beyond. Perhaps you're new to the service industry. Or maybe you've spent years delighting and thrilling customers. Somewhere along your journey, you've read or heard the phrase go "above and beyond." Here are three perspectives to consider when...

Coyle Hospitality Group Reaches Milestone, Provides Mystery Shopping to Its 1000th Independent Restaurant

Coyle Hospitality Group | July 1, 2019

July 1, 2019, NYC – Coyle Hospitality Group, the world’s leading provider of customer experience consulting, quality assurance and mystery shopping, has been contracted for services by its 1000th independent restaurant. The milestone achievement comes after 23 years of consulting with restaurants located around the world and spanning all types of eateries, from fast-casual to fine dining, and from single location to multi-unit, multi-national operations. Coyle’s panel of independent restaurant mystery shoppers are professionals who measure performance and provide detailed, step-by-step narratives and photos of their dining experience...

The “No Problem” Problem

Roger Wolkoff | June 5, 2019

By Roger Wolkoff I walk into the hotel, wheeling my luggage and briefcase behind me. I am taken aback by the spacious and open modern lobby. I approach the front desk, and Carlos greets me with a smile. We have a friendly exchange - how are you doing, did you have a good flight, how do you like our city - that kind of thing. I ask for a restaurant recommendation for dinner, and he tells me about a fascinating off-the-beaten-path bistro that has excellent reviews. I thank him, and he says, "No problem." And there it is. Hanging like a lead balloon. No problem. What's the problem with "no problem?" It's an inhe...

How Will the Hospitality Industry Benefit From the IoT

Ana Bera | May 9, 2019

By Ana Bera The Internet of Things (IoT) has the potential to be a gamechanger for those in the hospitality industry. Therefore, it is essential for managers, hotel owners, and other business leaders to try to make the most of it. However, according to research, 87% of people are not familiar with the concept of the Internet of Things let alone what this technology means for the hospitality industry. In this article, we have discussed this matter, and hopefully, you will learn more about the latest tech buzzword and how does it cater to client needs. What Is the Internet of Things? The term 'Internet of Things' refers to the idea of cre...

What Hotels Can Learn About the Guest Experience From Starbucks

Larry Mogelonsky | February 27, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Starbucks has thousands of outlets. Nowadays if you find yourself in nearly a major city center anywhere in the world, you're never more than a few blocks away from your next americano. The long-term and strategic vision for Starbucks may surprise you, though. It's not just about coffee and compelling you to consume every ounce of caffeine exclusively from them; it's about the culture. There have been several books written about the brand and their business approach. True, there are issues and growing pains, as there are for any corporation of this size and stature. Let's set those ...

Tackle Guest Experience Like a Pro, This Super Bowl

Divya Bhat | January 22, 2019

By Divya Bhat With Aerosmith, Ludacris, Cardi B, Maroon 5 and the likes setting the scene, the city of Atlanta is all set to host the Super Bowl 2019. This is the third time that Atlanta will be hosting the mega sporting event, after 1994 and 2000. This obviously comes as great news (with its own set of challenges) to all hoteliers in and around the city. In fact, most accommodation options almost always sell out months in advance when it comes to Super Bowls! But is that all there is for hoteliers to cash in on? We think not. Assuming that you've hit jackpot just because you are sold out for the Super Bowl season is a big mistake. Gett...

Virgin Hotels Ramps Up Customer Experience Marketing and Personalization Through Partnership With Local Measure

Local Measure | January 17, 2019

New York and Sydney – 18 January, 2019 – Virgin Hotels, one of the most loved consumer brands, has implemented new Wi-Fi infrastructure at its first hotel in Chicago in partnership with Local Measure, the leading customer experience platform for the hotel industry. Virgin Hotels Chicago is famous not only for the Virgin brand but for its socially connected restaurants, bars and lounges, drawing on pop culture to create iconic experiences for its guests. Their food and beverage offerings play a key part in driving traffic to the hotel, and with new insights from customer Wi-Fi, the team can create personalized experiences and...

How Technological Accountability Can Boost Guest Service

Jos Schaap, CEO -Founder and CEO | October 24, 2018

By Jos Schaap CEO and Founder StayNTouch Ask any leader — regardless of industry — what they believe is the key to driving customer experience and exceeding consumer demands, and their answer will likely detail some form of technological transformation. We have long since entered the age of the customer, which means customer experience can now be earmarked as the defining factor in the creation of brand longevity and customer loyalty. In fact, according to recent studies, 74% of respondents believe that digital is reinventing the overall experience that they deliver to customers and improving digital channels is the top acti...