As I mentioned in yesterday’s post, I was out of town this weekend on business. This particular trip is one I take twice a year, and I have always stayed at one particular hotel.
Last year, it changed ownership and franchise. It went from a Holiday Inn to another hotel chain that I will not mention, [...]
Posts under ‘Service’
Case Study - The Epic Failure of a Hotel
Customer Dis-service
Today I am going to write about something I seem to constantly preach about. But, I am going to preach about it in a slightly different way. Ready?
Have you ever had to deal with a big company, when YOU wanted to deal with them? I don’t mean when they contact you to try to sell [...]
Be Careful What Message You Communicate
As I have said before, marketing encompasses every impression consumers get of your product or company. Every advertisement you put out, every time they receive a package or a bill from you, even how clean the entryway into your building is. But the personal contact you have with the customers is truly what will trump [...]
Look, a Cliff! Let’s Be Lemmings!
I recently saw an article that gave a surprising statistic. Apparently, as of about a week ago, consumer confidence in the economy had unexpectedly improved. People were feeling better. There was light at the end of the tunnel.
Then, the government bailout was rejected by congress. The stock market plummeted. The media went ballistic. RECESSION! DEPRESSION!! [...]
Marketing 101 Lesson: How to Destroy Customer Loyalty
Several times a month, I have breakfast meetings at a local restaurant. This restaurant is the typical family restaurant, much like you find in any town in the United States. All have very similar laminated menus, underpaid waitresses in little aprons, and highly lacquered table tops.
Because I am there several times a month, they know [...]
