
Upgrade Your Customer Service to a First-Class Experience
By Shep Hyken
Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience.
Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience.
Hoteliers have a language problem, but it’s not what you think. It’s not the ability to speak to people from other countries. It’s the way they sell their products – their rooms. Given the amount of competition in the hotel industry, you would think that product differentiation would be a priority. But go to almost any hotel website and you will find the exact same products. The Standard Room. The Superior Room. The Junior Suite.
Vegan, vegetarian, flexitarian, dairy-free, gluten-free, ovo-pescatarian, fruitarian – there are lots of diets out there and, significantly, more and more people are adjusting their habits away from the starchy, fried and meat-focused Standard American Diet (SAD). Underpinning any operational changes made to accommodate this societal shift, though, is the data.
Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph?
Travel is back – that was the resounding message from the HSMAI ROC conference, held at the InterContinental Park Lane, London, last week.
OTAs are a fact of life in our industry. But there are so many negative feelings about them, constantly being stoked by hotel media, that it becomes difficult for hotels to form calm, cohesive OTA and rate-setting strategies.
Hospitality Net provides a daily feed of industry news, appointments, photos and option articles.
Regular webinars and panel discussions featuring the top thought leaders of hospitality technology.
Check it outA global network of leading hospitality technology providers and expert advisors.
Check it out