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Customers understand that mistakes happen, but they expect companies to actively work to resolve problems. In fact, research from Medallia shows that when consumers believe they have put in more effort than a company to resolve an issue, they are twice as likely to tell someone about the bad experience and four times more likely to stop purchasing from the company.
The “bathroom in the room” trend can be a win-win for hotels and guests alike, saving in costs for the former and allowing for greater convenience and feeling of space for the later. Just mind your step and don’t trip over the tub.
Twenty percent of hotel guests say their customer experience expectations are higher than they were two years ago. So, what’s changed between now and then? Greater demand for quality, consistent service organization-wide. Memorable experiences should be delivered from start to finish, end-to-end.
: United Kingdom : Leeu Collection (www.leeucollection.com)’s acclaimed – and ever-popular – Lake District property, Linthwaite House, has re-opened following a year-long refurbishment costing in excess of £10 million that has seen it transformed into an exceptional contemporary country house hotel. Linthwaite House’s existing 30 bedrooms have been renovated by internationally renowned designer Beverley Boswell…
By Alison Gough Luxury consumer desires are shifting. As experience overtakes possession, and time becomes more valuable, services that offer personal enrichment will hold appeal. Here are three key desires of the modern luxury consumer and how to win them over: 1. Increased return on time Attitudes towards holidays and getaways are changing as the…
Donald Crossley, Concierge of the Hyatt Centric The Loop Chicago can tell you are story or two after 26 years in the luxury hotel business. From helping an NBA player propose to his beloved during the Chicago Bulls championship run or falling into a recycle bin while getting a newspaper for a guest, he’s done…
To “get the basics” right and create the right tools so that your team is on board and heading in the same direction. This ultimately has an impact on your operation`s bottom line. We specialize in Hospitality Customer Experience and Hospitality Quality Assurance.
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