Harvard Business Review

AUGUST 31, 2012

Chip Conley , the founder of the successful boutique hotel chain Joie de Vivre, eloquently makes this point in a TED Talk. Conley describes a housekeeper — an immigrant from Vietnam named Vivian — who worked in the first hotel that he purchased. Somehow, she managed to find joy and fulfillment in her work.

Hotels 15

Hotels Call Center Letter Creativity 15

The Practical Leader

JULY 20, 2011

American Express finds that one of the most sensitive issues their frontline call center staff deal with is how to tell a cardholder who has been called to the phone in the establishment he or she is using an American Express card that the purchase can’t be authorized. This is their territory. They own it.

Sharpe 53

Sharpe Deming Hotels Quality 53

Harvard Business Review

JULY 19, 2013

Getaroom stands out because it presents a new model for hotel room booking. It features an unpublished rate program which gives consumers typically 10 to 20% (but up to 70%) off standard rates at thousands of partner hotels who want to move room inventory. That sets us apart from our competitors. Find your niche in a sizable market.

Entrepreneur 9

Entrepreneur Hotels Travel Call Center 9

Deming Institute

APRIL 25, 2016

This is even more true in services where often you can’t inspect to catch errors before the customer is disappointed (think of call centers for example). I left the hotel, went to the airport, got on the plane and I flew home to my family. You need to improve the system to avoid producing poor results. I hated it.

Deming 28

Deming System Senge Seminar 28

Kate Nasser

JANUARY 13, 2019

As we explore customer experience leadership, it’s amazing how much we learn from asking the simple question, What do customers wish we would do? The answers to this question ensure that our customer experience leadership focuses on what truly matters to customers. So let’s look at those answers! Image by Michael W.

Leadership 58

Leadership Learning-by-Doing Call Center Hotels 58

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

APRIL 21, 2011

But already a pervasive network also lets firms ship calls to virtual call centers. LiveOps is one company that helps put call center work in the cloud. That work isn't somewhere else, it's anywhere.

Call Center 12

Call Center Offshoring Charisma Video 12

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. Responding to customer care issues over social media can cost as little as one sixth of a call center interaction while generating higher levels of customer satisfaction.

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

JANUARY 12, 2016

Thus we have a world in which citizens find it easier to compare pubs than public schools, to compare hotels than hospitals. They offer subscription opportunities at call centers, customer service touchpoints, and community events, or on their social media accounts. Online and offline efforts have to mesh.

Technology 8

Technology Audience Call Center Licensing 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

JANUARY 28, 2015

It is the same card he used to buy the plane ticket and book the hotel. For example, a call center may pride itself on completing X percentage of service calls within 30 seconds, but that’s not a valuable metric for determining overall customer satisfaction – or what the customer then does after that service interaction.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

OCTOBER 13, 2014

In one project , the group looked for ways to encourage hotel guests to reuse their towels, an environmentally friendly practice that could also save Disney money. After identifying areas for cost reduction or process streamlining, it would design randomized experiments to test the effectiveness of possible changes. Identify a target outcome.

Flextime 11

Flextime Call Center Human Resources CRM 11

Harvard Business Review

JANUARY 23, 2015

Ctrip decided to run a nine-month experiment with its airfare and hotel divisions in the firm’s Shanghai headquarters call center. All employees with at least six months’ worth of experience with the firm were offered the option to work from home for four days each week.

Policies 8

Policies Call Center Attitude Survey Hotels 8

Harvard Business Review

JUNE 26, 2015

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. Some organizations assess talent by monitoring and measuring day-to-day activity. Today, such methods are applied in a variety of environments.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 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

Harvard Business Review

FEBRUARY 21, 2013

I stayed in a hotel in the middle of the city, and had to meet the client at his factory location that was quite far away. How many times have you seen an incentive system produce the exact opposite of the desired behavior? Why is that? And why can't organizations see, let alone fix, the problem? I went to the bus stop and waited.

Incentives 8

Incentives System Cost Quality 8

Harvard Business Review

MAY 8, 2017

Long before becoming CEO, in 2016, he was searching for new growth in the hypercompetitive travel reservations market, coming across a pair of small European startups with a business model opposite to Priceline’s in two key ways: Instead of taking an up-front 25% commission on a hotel reservation, the startups charged only 15% after check-out.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

JUNE 20, 2014

Some CMOs take this notion of connecting the CEO to the customer a step further by making it a point, for example, to include the CEO in at least one customer visit per month—whether at a retail store, or listening in on a call center operation. I think that’s probably the most important thing that we’ve done here at Essent.”.

CEO 8

CEO Marketing Hotels Long-term 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? by sending email inquiries from fictitious email accounts that signaled senders’ race and gender. Map employee-customer touchpoints. What about an online chat service for questions?

Company 8

Company Comparison Airlines Diversity 8

Skip Prichard

OCTOBER 14, 2019

Appletree Answers is a call center company created through a “roll up” of smaller companies. They got her into a hotel that night, and helped her get an apartment, helped furnish it, helped with the deposit etc. He thought, “I started this company, and a mother who works for me full-time is homeless. How is that acceptable?”

How To 88

How To Simon Learning-by-Doing Organization 88

Terry Starbucker

SEPTEMBER 6, 2015

That evening, I dined with 3 of our Wyoming managers at a local hotel. It was one of the worst things that could possibly happen – no phone, no internet, ANYWHERE – even at our own call centers. As I drove down Cheyenne’s main street, I thought about how it had been a good summer for us, operationally and financially.

How To 150

How To Leadership Engineering Bottom-up 150

Harvard Business Review

JUNE 12, 2013

Restaurants and hospitality (hotels, restaurants, nightlife). They do benefit if that user fills out a form, calls to request an appointment, or gets directions. Use the magical call feature. people still use their phones to make actual phone calls. Overwhelmed with too many calls? Education (online education).

Advertising 8

Advertising Call Center Brand Telecommunications 8