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Tag Archives: Customer Excellence
Groupon and Expedia in a travel deal – Hoteliers, how do you see this ?
Groupon is launching a travel deal service with Expedia. Groupon’s CEO Andrew Mason said that the new service will allow travelers to book hotel rooms and airfare from Expedia at a steep discount. Only time will tell us what the … Continue reading
Cricket World cup madness – How can Hotels capitalize on it?
Not sure how many of you know that there is Cricket World cup going on in the Indian sub continent. Cricket is huge, cricketers are gods in the world’s second most populous nation. It’s like 4x of US population watching … Continue reading
What one quality should Customer Service possess to build Customer Loyalty?
All of us are aware that Customer Service can make or break your business. It can drive Customers away from you or bring them back repeatedly, even better, bring their friends, colleagues and family, and be your lifelong customer. What … Continue reading
Lets redefine “Loyalty” !
Loyalty has long been associated to Points Systems or Rewards Programs. ie., incentivizing someone to make repeat purchase of your products & services. Incentives could take many forms – discounts, coupons and so on. Loyalty do exist in all kinds … Continue reading
‘Listen’ to ‘Retain’ your customers !
Why does travelers vent their frustration at Hotels in the online review sites ? Because, there was no one in the Hotel who took the effort to “ask and listen” to what they have to say (feedback). Hotels would have … Continue reading
Increase sales by improving your Customer touch point experience !
In the previous article, we discussed about the importance of Customer Experience Map. In this article, we’ll delve a bit deeper and talk about Customer Touch points. A Customer comes in contact with your Brand (product or service) at various stages … Continue reading
Posted in Customer Experience
Tagged Customer Excellence, Customer Experience, Customer Map
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Hoteliers – Do you know your Customer Map ?
A Customer Map OR Customer Corridor is simply a pictorial representation of how a customer found your property, booked and used its facilities. Typically, Hoteliers get to know about their guests only when they Check-In to the Hotel. Thats when you get to meet … Continue reading
Posted in Customer Engagement
Tagged Customer Excellence, Customer Experience, Customer Map
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Why Hotel Guest Comment Cards are not helping the cause ?
What are Guest Comment Cards ? – A piece of paper to collect feedback from Hotel guests. The card has to be filled by the guest and dropped into a feedback box or handed over to hotel staffs for further … Continue reading
Hoteliers – Don’t make this mistake !
In this blog post, we’ll take a look at a very simple yet a serious mistake that several hotels often make. During our interview with several Hoteliers, particularly in the Independent and Boutique Hotel segment, one of the prominent mistake that … Continue reading
Posted in Customer Engagement, Customer Experience, Customer Loyalty
Tagged Customer Excellence, Data Collection, Feedback
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