Customer service. It is a remnant of the “good old days.” I remember “service” stations pulling up to a gas pump and an attendant ran out, filled the tank, checked the oil and and washed the windows.

The critical risk area for losing a guest varies, depending on the industry and the individual guest’s experience, but three main touch points offer opportunities to reinforce loyalty. Just remember ...

Founder of FPW Media, creating industry-leading brand experiences that engage the next generation of decision-makers in a fast-paced world. Professional service businesses tend to invest significant ...

TROY, Mich.: 26 July 2023 — With average U.S. hotel occupancy on track to reach 63.8% in 2023, 1 just shy of the pre-pandemic level of 65.9%, business and leisure travelers are packing into hotels ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...