Hospitality

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

When Being Nice is a Strategic Initiative

When Being Nice is a Strategic Initiative

Europe’s largest budget airline, Ryanair, has a new strategy; being nice to customers. According to their CEO, Michael O’Leary, “if I had known that being nicer to our customers was good for business, I would have done it years ago”. When I read the article in The Wall Street Journal on March 14, 2016, my …Continue Reading

Hallmark Greeting Card’s Solutions Show Customers They Matter

Hallmark Greeting Card’s Solutions Show Customers They Matter

Many companies do a good job of providing a worthy customer experience. Few show customers they matter after the transaction. Hallmark has come up with an easy solution. With a web interface, contact center associates can create and mail Hallmark greeting cards to the customers they serve to express sympathy, excitement and congratulations. Using Hallmark’s …Continue Reading