Hotel Guests Feel They Are Getting More for Their Money
Market Metrix mentions that customer satisfaction was up slightly for hotels in the third quarter of 2009. The article mentions that scores for Value has gone up, which could reflect the discounted...
View ArticleThe Serendipity Engine – Web 2 Expo Speech
In previous GuestIQ-The Guest articles, we covered some horror stories with technology and social media. We pointed out the viral video The United Song. We also pointed out how, with social media,...
View ArticleBuild Your Customer Experience Roadmap
What makes one brand more desirable than another? Bruce Temkin’s Forbes article provides the answer: better brands obsess about customer needs. Recently, Forrester Research ranked 133 US companies...
View ArticleValuing Luxury
Steve Carli managing director at the Zig Chicago office mentions the need for staff to impress guests in this recent article in the NY Times about opening the new Elysian Hotel. He explains that...
View ArticleA Cable Service Experience and Joseph Jaffe’s New Book
Not long ago, I ordered cable service from a large national provider. The cable guy showed up on time, and the set-up went as scheduled. The next day, I found that the cable and internet were not...
View ArticleLess Housekeeping, More Perks
This WSJ article mentions a new trend in the hotel guest experience. Hotels are offering discounts or rewards for guests who opt out of housekeeping service during the stay. For example, Starwood’s...
View ArticleChicken or the Egg: Service Recovery
There is no doubt that US Airways did a great job in the aftermath of the US 1549 miracle landing on the Hudson. In this BusinessWeek article, customers praised the “velvet-rope care US Airways...
View ArticleThe $2 Guest Experience Killer
My family gathers every year with another over the President’s Day in Southern Vermont to do some skiing. Since the lodge we stay at is equidistant from Mt. Snow and Stratton, it is asked, “Where...
View ArticleSmall touches on restaurant leftovers make lasting impression
This short article from the Pittsburg Post-Gazette mentions methods on how restaurants could offer a positive final impression.. The article points out restaurants, such as the L’Espalier in Boston...
View ArticleNew luxury hotel in Chicago has no-tipping-necessary policy; rival says it’s...
This USA Today’s Hotel Check-in discusses the no-tipping policy at the Elysian Hotel in Chicago by the hotel developer, David Pisor. Pisor discusses how the policy improves the guest experience. Pisor...
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