Steve Farber

MARCH 13, 2017

But kindness also generates more customers, greater connectivity, new prospects, forgiveness for your mistakes, and higher employee and customer loyalty … all things that lead to increases in revenues and profits. The cash might directly take the form of revenues and profits.

P&L 99

P&L Company Hotels Policies 99

Skip Prichard

JANUARY 14, 2020

For example, an employee who spends her early career in the straitlaced but excellent Member Support environment of USAA in San Antonio and then moves to Vegas to join the wild-and-woolly world of the Customer Loyalty Team at Zappos is definitely going to need an adjustment period before she feels at home. A common language.

Airlines 108

Airlines Mission Statement Customer Loyalty Mayo 108

Engaging Leader

OCTOBER 17, 2013

How do leaders at Starbucks steward products and people to build customer engagement, loyalty, advocacy and even brand love? Joseph''s bestselling business books profile "world class" experiential companies like Zappos, The Ritz-Carlton Hotel Company, and most recently Starbucks.

Productivity 164

Productivity Products Hotels Tactics 164

CO2

APRIL 11, 2013

You stay with the same provider–not out of loyalty or the high quality of that provider’s service or products, but because you don’t think the time and effort to find a new one would be worthwhile. In it, you’ll learn what Nations Hotel Corporation (NHC) did. As leaders, we do it, too.

Hotels 117

Hotels Executive Coaching ROI Micromanagement 117

LDRLB

MAY 19, 2011

But I love the conclusion the study suggests about the link between employee performance and customer loyalty – a major principle of the Service-Profit Chain. We found that service climate and customer loyalty seem to have these positive reciprocal relationships. (p.1224). Our results follow this line. Our results follow this line.

Heskett 96

Heskett P&L Customer Loyalty Succession 96

Harvard Business Review

MAY 18, 2018

At Dorchester Collection of ultra-luxury hotels, we use big data and analytics to help us improve our guest offerings and marketing. For instance, last year Metis looked at customer sentiment about Parisian luxury hotels. According to Metis’ analysis, guests view Paris’s 5-star hotels as interchangeable.

Hotels 8

Hotels Loyalty Fashion Brand 8

Women on Business

APRIL 3, 2012

Yes, you can get tired and it can get expensive when you add up hotel and flights, but events solve many of your problems if you choose the right ones. I have always found that when I help people get what they want, they return the favor with such loyalty and strength. Here’s the skinny on what’s. Stay light and green! .

Seminar 213

Seminar Hotels Loyalty Planning 213

Strategy Driven

AUGUST 15, 2016

Marriott (founder of Marriott Hotels) is famous for saying “You’ve got to make your employees happy. For example, you may believe that loyal employees create satisfied, loyal customers, but do you have data which demonstrates that your longest serving staff create the highest levels of customer loyalty? It makes sense.

Customer Loyalty 50

Customer Loyalty Supply Chain Loyalty Analysis 50

Harvard Business Review

MARCH 10, 2015

This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing. ” and instead asking themselves, “What kind of loyalty do we want our customers to have , and do we want to have for our customers?” Those answers aren’t obvious.

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

HR Digest

MARCH 18, 2019

Incorporate approach like welcoming lobby fixtures and reminiscent of a hotel or museum to your interview schedule will show how unique, inviting, and engaging your company is. Your investment in employees has a way of earning you their loyalty. It also shows that your team also does experience what it provides.

Brand 53

Brand Hotels Trends Loyalty 53

Harvard Business Review

JANUARY 7, 2016

Many business travelers loathe business travel, and for the most part, the hotels they’re staying in are not helping. A 2012 Carlson Wagonlit Travel survey of 6,000 business travelers reported that hotels were responsible for four of the top 10 stress-producers among corporate road warriors. Be more than a room number.

Hotels 8

Hotels Travel Tips Stress 8

Strategy Driven

AUGUST 14, 2013

As soon as what was once a surprise became managed by the computer (like hotel or flight upgrades) and not left to the ingenuity of the front line, it became yet another basic assumption in the expectations of customers. Bell is a customer loyalty consultant and the author of several national best-selling books.

Innovation 58

Innovation Strategy Customer Loyalty Loyalty 58

Michael Lee Stallard

MARCH 23, 2014

The following season NAIB officials invited Indiana State again, and this time decided they would allow Clarence to play, provided he didn’t stay at the hotel with his teammates and wouldn’t be seen publicly with them. Once again the coach declined.

Leadership 287

Leadership Follow-up Sports Hotels 287

Harvard Business Review

MARCH 1, 2017

In early 2016 some numbers surfaced at a few of the Dorchester Collection’s luxury hotels that caught leadership’s attention: Complaints about our laundry service were on the rise, as was the cost of compensating guests for damage to their clothes. One hotel had to replace a fabulously expensive Givenchy evening gown.

Hotels 8

Hotels Fashion Budgeting Retail 8

Joseph Lalonde

AUGUST 17, 2015

Fiances… After checking into a hotel, the couple was followed by 2 men. Good surprises breed loyalty. Solo – You’re being tested. Gaby, the woman Solo rescued earlier in the movie, was sent on a mission with Illya. Their cover? These men were testing them. They were sent to see how Illya would respond.

Leadership 120

Leadership Sharpe Hotels Follow-up 120

Strategy Driven

JUNE 23, 2014

Jeffrey, Do you think it’s a waste of time to call a guest that has just checked out of my hotel to thank him or her for staying with us? Evangeline, If you’re going to call a customer after they’ve stayed in your hotel, first of all, you better make it short and sweet. Did the hotel accomplish their goals?

Hotels 62

Hotels Proposal Price Follow-up 62

Chart Your Course

AUGUST 14, 2012

Here are seven steps to build customer loyalty. For example, the Ritz-Carlton hotels provide a thorough customer service training program for all of its employees during their orientation. Felicia was the remarkable person who made that small restaurant pleasant and memorable. Select the right people.

Newsletter 154

Newsletter CRM Customer Loyalty Collins 154

Michael Lee Stallard

JUNE 5, 2010

The following season NAIB officials invited Indiana State again, and this time decided they would allow Clarence to play, provided he didn’t stay at the hotel with his teammates and wouldn’t be seen publicly with them. Once again the coach declined. He always said, “You’re as good as anybody, but you’re no better than anybody.”

Follow-up 360

Follow-up Open-book Learning-by-Doing Hotels 360

Harvard Business Review

AUGUST 7, 2018

Marriott recently teamed up with Amazon to offer a hospitality version of the e-commerce giant’s Echo devices in select hotel rooms. Travelers with an Alexa device at home can book a car rental or hotel through Expedia and Kayak. Use loyalty programs as leverage. Partner with Google and Amazon.

Travel 9

Travel Industry Hotels Airlines 9

Strategy Driven

MAY 23, 2016

When you go to a hotel, a fifty-million-dollar business rests on the shoulders of shoulders of the front desk clerk. What kind of statement is that? What does that tell you about what kind of employee they are, much less what kind of service is attached to their attitude? That’s the first impression you have. Gitomer and Buy Gitomer.

Company 51

Company Advertising Merchandising Retail 51

Harvard Business Review

MAY 13, 2011

There's an award-winning doctoral dissertation in marketing, hospitality or behavioral economics to be done on why the world's most luxurious hotels insist on charging their guests extra for WiFi. It can't be to build customer loyalty; people loathe it. You'd think wrong. And why not digital treats or goodies for children?

Travel 15

Travel Hotels Customer Loyalty Discount 15

Strategy Driven

JANUARY 26, 2015

It’s interesting to note that many bellman work at hotels for years, while front desk clerks turn over in their position sometimes as much as 400% in a year. The doorman is friendly because he works on tips. The bellman is friendly because he works on tips. So, why doesn’t the front desk clerk work on tips? Gitomer and Buy Gitomer.

Tips 50

Tips Customer Loyalty Competitive Advantage Books 50

Strategy Driven

APRIL 30, 2012

Sitting in the lobby of the Public Hotel in Chicago, there are about 50 people sitting and milling around, engaged in some form of interaction – primarily WITH THEMSELVES. Have you noticed the shift in human focus and concentration? Oh, there are others with them, but these people are head down on their phones. Gitomer and Buy Gitomer.

Guidelines 50

Guidelines Customer Loyalty Seminar Hotels 50

Strategy Driven

MARCH 10, 2014

Things like rundown hotels, lousy food in a restaurant, rude clerk in a retail store, long lines to be served, long waits on hold, not keeping up with technology, and poor management seem to be pervasive in our society. I will always take the latter as the true picture. So the real challenge is not how you get from good to great.

Collins 54

Collins Customer Loyalty Reputation Competitive Advantage 54

Strategy Driven

OCTOBER 15, 2012

If I call a hotel to book a room and they say, “Sorry, we’re full,” I respond, “Oh, I guess I don’t need a room after all.”. No, why are you going? What will you do after you arrive? Where are you staying? NOTE WELL: Just because you don’t have what the customer needs, does not mean they no longer need it. Gitomer and Buy Gitomer.

Customer Loyalty 50

Customer Loyalty Seminar Hotels Price 50

Strategy Driven

NOVEMBER 12, 2012

Jarvis compares what Google would do to diverse industries such as hotels, restaurants, schools, and the media. What Would Google Do? by Jeff Jarvis. A compelling work that centers around Google as it relates to other businesses. Amazingly insightful and thought provoking – especially if you relate it to your business (as I did).

Books 56

Books Open-book Benchmarking Godin 56

Harvard Business Review

APRIL 11, 2018

Today, Hyatt Place’s signature scent can be found in almost 300 hotels across the U.S. Consider this example: The core idea behind 1 Hotels is organic living, with respect for the natural resources and indigenous flora of each locale. Pilot the signature scent before exposing it to prospects and customers.

Brand 8

Brand Hotels Retail Real Estate 8

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 Don''t punish customers by manipulating the rules. IT management'

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

JUNE 11, 2012

Kevin, a Hampton general manager in Atlanta, found that this was the case for one of the hotel's key metrics, a measure of guest satisfaction known as SALT (Service and Loyalty Tracking). New knowledge evaporates if it isn't reinforced.

Advice 15

Advice Hotels How To Leadership 15

Harvard Business Review

JUNE 11, 2012

Kevin, a Hampton general manager in Atlanta, found that this was the case for one of the hotel's key metrics, a measure of guest satisfaction known as SALT (Service and Loyalty Tracking). New knowledge evaporates if it isn't reinforced.

Advice 13

Advice Hotels How To Leadership 13

Harvard Business Review

FEBRUARY 7, 2018

For example, where traditional hotels put more emphasis on the content in their advertising, Airbnb puts a greater emphasis on the content generated and shared by hosts and guests about their experiences. Survey respondents show more loyalty to usage brands.

Brand 8

Brand Succession B2B Advertising 8

Harvard Business Review

APRIL 19, 2011

We recruited from top-tier hotels, cruise lines, and customer-centered stores. There is an even greater sense of shared purpose and passion when it comes to service, and the new hires are driving greater customer engagement and loyalty. One challenge we faced is that the intangibles we are looking for don't always show up on résumés.

Call Center 15

Call Center Attrition Hotels Metrics 15

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. To build loyalty with and attract new customers, start thinking about how to surprise and delight your customers.

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

SEPTEMBER 21, 2015

Lotta Tindal, the chief marketing officer for the Dutch hospitality group Ervaring Hotels & Resorts, hadn’t wanted to come to the presentation, but Gerard Bakker, Ervaring’s CFO, had twisted her arm. hotel brands — and was looking for more. “Stop acting like a teenager,” he joked.

Case Study 8

Case Study Travel Hotels NPV 8

The Practical Leader

FEBRUARY 2, 2022

” Many months and many trips later, I called home from my hotel room. Our values often clash. One evening when our son Chris was about two and half years old, I was heading out the door on another business trip; Chris turned in his highchair, focused his big blue eyes up at me, and asked, “Are you going home now, daddy?”

Rogers 75

Rogers Hotels Self-aware Cooper 75

Harvard Business Review

MARCH 14, 2017

Loyalty programs have proliferated across travel, retail, financial services, and other economic sectors. household participates in 29 different loyalty programs, according to the 2015 Colloquy Loyalty Census. Loyalty programs are ripe for some kind of disruptive innovation that would make them easier to use.

Loyalty 13

Loyalty Customer Loyalty Travel Hotels 13

Harvard Business Review

MARCH 20, 2013

This offers up a great opportunity for airlines and hotels to mine for early brand loyalty — and to eventually increase profits — but only if they understand how very different this generation of flyers is from the last.

Airlines 8

Airlines Travel Bureaucracy Hotels 8