Skip Prichard

JANUARY 14, 2020

An employee in great service culture such as predominates at Nordstrom or Zappos or the Ritz-Carlton Hotel Company is expected to take positive, creative action on behalf of others. Support for customer-focused innovation. And all great customer service cultures do give employees such power and leeway.

Airlines 111

Airlines Mission Statement Customer Loyalty Mayo 111

Leadership Freak

NOVEMBER 27, 2017

Just a few hours later, I found myself staring at a McDonald's from my hotel room. In the book, Friedman revealed how drive-thru windows aren't staffed by attendants inside, but by a call center hundreds miles away, so of course, I had to run out, jump in my car and see it for myself! By now, paradigm has become a buzzword.

Trends 100

Trends Open-book Blanchard Learning-by-Doing 100

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 It features an unpublished rate program which gives consumers typically 10 to 20% (but up to 70%) off standard rates at thousands of partner hotels who want to move room inventory.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 8

Entrepreneur Hotels Travel Call Center 8

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

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. The ones who are really innovating aim bigger. Insight Center. Innovation in Cities. Sponsored by Dell and Intel® Fostering sustainable growth in urban areas.

Technology 8

Technology Audience Call Center Licensing 8

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. While many firms that depend on innovation discourage WFH because they want interaction among employees, many occupations have these same characteristics as at Ctrip.

Policies 8

Policies Call Center Attitude Survey Hotels 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. Especially if we are as innovative about engaging the assets of this population as we have been historically at finding ways to write them off.

Outsourcing 11

Outsourcing Film Hotels Open-book 11