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Do You Know What Your Customers Need?

Some establishments ooze customer service. Their procedures make it easy do business with them, their amenities demonstrate their desire to make each guest comfortable and they anticipate customers’ needs even before guests themselves know what they need. I experienced this first-hand when I checked in for my 10-day stay at the Jumeirah Emirates Towers in…
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What Do Your ‘Out of Order’ Signs Really Say?

Not long ago at the Denver International Airport, I noticed a number of departure monitors with signs that read Please Pardon Our Dust. The video monitor displays were all blank, and it appeared as if airport officials were replacing the units. “How sad,” I thought: They missed an opportunity to celebrate the upgrade by posting…
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Turn Your Employees Into Fans

What are leaders in the sports and entertainment industry doing to engage their employees in promoting fan loyalty? A study conducted by IBM and the Human Capital Institute shows that while 84 percent of organizations know that workforce effectiveness is important for achieving business results, only 42 percent of those surveyed found that managers devote…
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