by Annette Franz | Sep 26, 2013 | customer experience, customer service, hospitality
Today I’m pleased to present another guest post from Sarah Simon. BackgroundEarlier this year, over the course of two weeks and two business trips, I managed to leave nearly identical articles behind in two different hotel rooms on opposite coasts. The...
by Annette Franz | Apr 30, 2013 | customer experience, customer service, customer-centric culture, guest experience, hospitality
Today I am pleased to present another guest post by Sarah Simon. After a restful night’s stay at the TownePlace Suites in Plano Texas, I headed downstairs to drop my key and have a quick breakfast. At the end of the hallway by the lobby stood a smiling, laughing man,...
by Annette Franz | May 22, 2012 | brand, brand expectations, brand promise, communication, culture, customer experience, customer satisfaction, customer service, customer-centric culture, empower employees, hospitality, yes
There’s a lot of talk about going the extra mile to keep customers happy. But is there a point where the extra mile is going too far? Is there ever a point where you should just say “No?” Lucky for you, I watch, er, I mean, my kids watch SpongeBob,...
