Hospitality

2017 Customer Experience Trends

2017 Customer Experience Trends

Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five years ago. When today’s consumer has questions about your product, it is no longer acceptable to wait for the answers— they must be addressed in real time or the customer will turn …Continue Reading

Eight Steps to Guarantee Repeat Business

Eight Steps to Guarantee Repeat Business

If any part of your business enterprise relies on your relationship with consumers, beware of the “Age of Endangerment.” At no point in history has your customer base been more vulnerable to poaching than today.  However, it is still possible to create extreme customer loyalty and generate repeat business in this highly threatening consumer ecosystem. …Continue Reading

The Loyalty Rewards Program Disconnect

The Loyalty Rewards Program Disconnect

The primary purpose of a loyalty rewards program is to encourage customers to continue to shop at or use the services of businesses associated with each program.  I’m surprised that when most associates are handed a loyalty card it’s as if the customer is giving them a widget. Golden opportunity missed! Rarely are associates trained …Continue Reading

10 Tips For Making Customers Feel Welcome

10 Tips For Making Customers Feel Welcome

Growing up, my dad owned a small retail neighborhood store. From the time I was ten I worked during the holiday season with my dad collecting money at the cash register. I had fun, but more than fun, I got an education. I watched my father interacting with his customers as they came through the …Continue Reading

Are Robots Better At Delivering Customer Service Than People?

Are Robots Better At Delivering Customer Service Than People?

Pizza Hut is testing it out! According to a May 28th article in MarketWatch, Pizza Hut is initiating a program to use robots at several of their Asia-based restaurants. The robot, Pepper, will take customers’ orders and money. The robot is a joint venture with SoftBank Robotics and MasterCard. Pepper has a face and can …Continue Reading