You check into a lot of hotels as a consultant. I’m in a hotel almost 200 nights a year. Those of us who make our living on the road have some pretty consistent needs. We want a clean room. We want the hotel to honor our preferences for room type (bed size, high floor or […]
Stop holding your employees hostage to your metric Read More »
“Please stop talking now and listen to me.” I actually said this to a general manager of a very fine dining establishment in my hometown last week. I’d taken a dear friend of mine who was in town out to brunch at one of our favorite local restaurants. I have loved this place for years.
Excusing a Behavior Read More »
In this series, I’ll be sharing stories of where the rubber met the road and melted on impact. CXEDS #1: Correcting your Customer I was in Austin for SXSW a while back and I went to go pick up my rental car. We’ll leave the behemoth unnamed. Austin is a tiny airport and there is
Customer Experience Execution – Deadly Sins (CXEDS) Read More »
