Texas Friendly HospitalityTag Archives: Customer Service
Why Customer Satisfaction is Important (6 Reasons)
Successful business leaders should review reasons for the importance of customer satisfaction with staff to guide business culture. This article defines the top 6 reasons for the importance of customer satisfaction: leading indicator of consumer repurchase intentions/loyalty; point of differentiation; reduces customer “churn”; increases customer lifetime value; reduces negative word of mouth; its cheaper to retain customers. Source: Why Customer Satisfaction is Important (6 Reasons)
Customer Service Is Always in Season | Operations | Parks & Recreation Magazine
An article from 2013 highlighting the importance of great customer service in the parks and recreation industry. Tips to get the most from your seasonal staff training Source: Customer Service Is Always in Season | Operations | Parks & Recreation Magazine
Understanding Customer Behavior at Farmers Markets: Increasing Customer Satisfaction / marketingdoc_v4_hires.pdf
Read the following article discussing marketing approaches that can be useful tools increasing customer satisfaction (and sales) at farmers markets. Collecting consumer behavior through observational surveys will go a long way toward building a strategy to increase customer satisfation. Source: marketingdoc_v4_hires.pdf
What Great Listeners Actually Do
Listening skills are much more than remaining quiet, nodding in agreement & repeating dialogue. Read an interesting article from Harvard Business Review suggesting different methods to develop active and participatory listening skills. Source: What Great Listeners Actually Do
Leaders, How Do Begin Your Conversations? Nine Phrases NOT to Use from DialogueWORKS
Cliche as this sounds, communication and dialogue is truly a two-way street. True communication begins with thoughtful AND respectful statements. The following article recognizes the importance of respectful dialogue and tips for a more collaborative approach to conversation with (and from) business leaders. Source: DialogueWORKS
Listening: The Forgotten Business Tool for Amazing Success | Inc.com
Author Erica Foss describes that “employers are basically looking for three key things (on a resume): that you can do you the job, that you want to do the job, and that you want to do the job for them. It’s up to you to take your current resume and tell a story that meets these basic needs.” Source: Listening: The Forgotten Business Tool for Amazing Success | Inc.com
American Customer Satisfaction Index Report
Recent reports released by the American Customer Satisfaction Index (ACSI) indicate an airline industry-wide upswing in customer satisfaction ratings provided for the past quarter. “Airlines have long been one of the lowest-scoring industries in the ACSI reports, but the last four years have been among its best. Customer satisfaction with airlines is up 4.3% to 72, matching its peak from 1994.” Source: The American Customer Satisfaction Index Home
Deliver Customer Delight The Mercedes-Benz Way
An article from Pest Control Technology addresses focus on improving the customer experience to retain clients and grow business. Source: Deliver Customer Delight The Mercedes-Benz Way – from Pest Control Technology
Audit Finds Bilingual Services Disorganized
The Austin Monitor reports: “An analysis prepared by the Office of the City Auditor shows that although the city spends $2 million per year on bilingual pay programs, the vast majority of city departments do not collect data on the residents they serve.” The article features issues of cultural sensitivity and community services. Source: Audit finds bilingual services disorganized – Austin Monitor
The Importance of Employee Engagement: Transforming the Strategy for a New Era
An article discussing effective management strategies to engage and retain experienced employees. “It is time for creative strategies that focus on employee needs and concerns, even those outside of their core work responsibilities.” Read Cornell Center for Hospitality Research (CHR) Insights, featuring industry analysis and commentary from Kelly A. McGuire, PhD, a CHR fellow and vice president advanced analytics for Wyndham Destination Network. This post features an interview with Michele Sarkisian, CHR fellow and president of P3Advisors.biz. Source: The importance of employee engagement: transforming the strategy for a… Read More →