Tag: Robots

The Future of the Customer Experience

Filed in Blog, Customer Service, Technology by on December 11, 2013 0 Comments
The Future of the Customer Experience

Brian Vellmure, a prominent customer experience consultant, recently wrote an articulate and insightful blog.  The future of the customer experience was highlighted and how the digitization of everything we touch and hear will affect the way we do business sooner than can be imagined; in fact, it’s happening now. While Brian stresses how technology will …Continue Reading

My Reservations About Making Reservations

My Reservations About Making Reservations

I’m amazed that the hospitality industry still uses a central reservation system to secure reservations. In theory, it may save the company time by having all properties served by a single, central call center, but I think that they are missing some important opportunities in the process. These days, with so many of us booking …Continue Reading

From Robot to Welcomer: Making Teens More Endearing

From Robot to Welcomer: Making Teens More Endearing

On Sunday, March 11, I was invited to be interviewed by Peter Solomon, a well -known and respected radio show host on WIP Philadelphia. I was looking forward to the interview, but the program was at 6:00 am and it was also the same weekend that daylight saving time began. So, it was really early. …Continue Reading

Customer Service Robots: Human and Mechanical

Filed in Blog, Customer Service, Hospitality by on December 7, 2011 4 Comments
Customer Service Robots: Human and Mechanical

Self-service checkout counters are on the rise. Businesses are looking for new ways to trim costs and improve service, but are self-service checkout counters better or worse for customers? To me, it depends. Unfortunately, many folks who are stationed at registers, standing behind teller windows and who respond to toll free numbers, act and think …Continue Reading