Harvard Business Review

JULY 19, 2013

I experienced a similar asymmetry when a credit-card company informed me that the terms and conditions for claiming hotel rewards had changed. For example, the number of miles needed for a free night in a top-category hotel room had gone from 125,000 to 160,000. "If So that''s how I spent the next 31 minutes.

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

JULY 15, 2015

And a leading hotel chain asks customers to direct message their account number so the company can link the social handle to their account in the brand’s CRM system. Companies have to develop guidelines for how to act when a particular event occurs. The best companies find creative ways to get around this hurdle. decline).

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

JANUARY 28, 2015

It is the same card he used to buy the plane ticket and book the hotel. Here are our recommendations for how CMOs and COOs can develop a more collaborative working relationship: 1. Develop a shared vocabulary and shared metrics. A traveler arrives in a foreign country and attempts to use his credit card to make a purchase.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

MAY 11, 2012

The Best Exotic Marigold Hotel , a new film set in India and directed by Shakespeare in Love's John Madden (age 63), hangs its plot on the notion of "outsourcing" the elderly. They find new life instead of old age. She goes from being outsourced, to becoming a resource. Here too, Marigold's Sonny has some wisdom to impart.

Outsourcing 11

Outsourcing Film Hotels Open-book 11

Harvard Business Review

JUNE 26, 2015

When evaluating talent for recruitment or development, you have just two key questions to answer: What should you assess? Large call centers are pioneers in this area — for years, they’ve tracked the number of calls and breaks employees take and the customer ratings for each call. Web scraping.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

MAY 28, 2018

Specifically, we audited 6,000 hotels in the U.S. Does your company have call centers dedicated to handling customer complaints? Develop a list of unlikely customers and now imagine that these customers did try to procure your services. Standardize scripts and develop rules. Map employee-customer touchpoints.

Company 8

Company Comparison Airlines Diversity 8

Harvard Business Review

OCTOBER 23, 2012

Initially rebuffed, he flew to Boston and called again only to be told the professor was still unavailable. Finally, he said, "I am staying at the XYZ hotel and will wait here as many days as necessary to see him." In a few minutes, the secretary called back and arranged an appointment for the next day.

McGregor 8

McGregor Human Resources Retail Taylorism 8