customer service excellence
Shep Hyken | July 11, 2019
By Shep Hyken I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.” That’s every contact and interaction with the company. Carlzon used the example of a coffee-stained tray table. How does that affect the customer’s opinion of the rest of the plane? What if the landing gear is as poorly maintained as the tray tables? Okay, m...
Roberta Nedry | February 6, 2016
Get the C-Suite Ready for Customer Experiences by Roberta Nedry Customer experience management is increasingly critical as a top investment area and skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly and what do leaders need to do to ensure they are ready? How will they proactively acquire these skills and mindset when there is no single or even clear roadmap as to exactly what to do or how to do it? On top of that, the new science of customer emotions is inspiring even more considerations and most CEO's don't like to 'get emotional' about their business strategies! Some are ...
Rainmaker, a Cendyn company, Ranks on Inc. 5000 List of America’s Fastest-Growing Private Companies
Penn State School of Hospitality Management and Alumni Society to Honor President and CEO of Hilton, Christopher Nassetta, in 2020
Introducing the Concept of Micromentorship
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