Guest Service

Gifts don’t have to be extravagant to impress. They have to be appropriate and meaningful.

Understanding this simple idea is a good start to developing and/or maintaining your customer service and CX strategy.  

For example, the hotel has a pool in the courtyard. Next to the pool is a red phone, and above it is a sign that reads, “Popsicle Hotline.” So, if you are a kid swimming in the pool, you can get out, pick up the phone, order a popsicle, and then an employee will appear (like a white glove service) with a popsicle.

AI won’t make us dumb unless we let it. It will help us be more efficient and effective. And it could even make us appear to be smarter!  

Better customer communication can avoid customer service debacles! Many problems can be avoided with customer service training.

What am I doing right now that will make this customer want to do business with us again the next time they need what we sell? 

Our recent research set out to help brands understand what matters most to consumers (or humans if we want to be on brand) and inspire them to create more meaningful futures. Through the research, we uncovered four overarching drivers and twelve trends that highlight what is motivating consumer decisions and behaviors.

Activating on these trends can help position brands to be agents of transition from crisis and disintegration to meaning and regeneration. Let’s dive into a few of these trends and explore how brands can best bring them to life for their customers.

If you know of any friction points along your customer’s journey, find a way to eliminate them and create a frictionless customer experience.

Not every experience you create for your customers will be exceptional, no matter how hard you try. But the point is that you try.

In the 2030s, all leading hotel brands will prioritize the well-being of both guests and employees—and the health of the planet.

Our people must know how to properly manage delicate or difficult experiences with empathy, in customer service.

AI in general and ChatGPT specifically, have been advertised as a savior because it will cut costs while enhancing customer satisfaction. Looking more closely, the cost-saving benefits may be far outweighed by the damage to satisfaction, loyalty, revenue, and word of mouth. This article revisits three recent messes caused by these tools, shows six areas of genuine opportunity, and then provides criteria for deciding where ChatGPT and AI are appropriate.

A problem may be out of your control. See it as an opportunity to show empathy and care for your customers.

While leaders are meant to get results, one of their other responsibilities is to inspire those they lead. Leaders are meant to build up, create, and move people. There are leaders who are failing at this. But not you. You desire to build people, create new leaders, and move them to new heights. In this article, we

Make it easy and simple to do business with you. Find ways to simplify the customer experience, your internal processes, and more.

As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free.

The customer should always feel appreciated and, in marital terms, loved before, during, and after the sale.