"To be successful in the market, you must deliver a product or service that is unique, attractive, and of very high value to your target customers. This strategy needs to be difficult - if not impossible - for the competition to copy. You must know how to execute it with perfection”. (Spence, 2017)
It’s a normal Friday night: Occupancy is high, the lobby bar is buzzing, and, in the ballroom, a party is just getting started. A deejay has set up his sound system at one end of the room, the F&B manager set up a portable bar at the other, and servers have started circulating among the guests with platters of appetizers.
Topics: Employee Development
“We’re going to the zoo.”
I’m all about reducing the number of clicks to access information electronically – that’s why I choose “e” for bank balances, weather forecasts, sports updates and more. However, as much as I might not want to admit it, nothing beats one-on-one service delivered sincerely, swiftly and with a smile.
Topics: Good Customer Service
How many people do you know who get to plan luxury trips for a living? I am sure it is not many, but at Signature Worldwide our mystery shoppers are some of the lucky few who spend their days dreaming and planning the ultimate luxury get away.
I love to travel. It’s surprising since I travel extensively for work, that I also chose it as my hobby for leisure. However, because I still work, I have limited time to vacation. This means that when I plan a trip, it is going to be a special one. In the past 10 years, I’ve had the opportunity to travel to Patagonia, Italy, Switzerland, Greece, France, Italy again, Peru, Croatia, The Azores, Costa Rica, Nova Scotia, and of course Italy again. I’ve also managed to fit in some great places in the US in between all those international flights!
The expression “A picture is worth a thousand words” refers to the notion that a complex idea can be conveyed with a single image. That’s assumed to be the case when establishing marketing images for your hotel. But how do you convey that same level of meaning or essence over the phone with a guest when they call your hotel?
For most of us, the thought of sitting in a classroom listening to an instructor regurgitate facts or read straight from a book gives us serious high school flashbacks. Bueller…Bueller, anyone?
Topics: Customer Experience
Scientists have told us that a first impression is formed within the first 2-7 seconds of meeting someone. That’s a very short amount of time for someone to form an opinion of you. And yet, we do. In person, on the phone, via email, over social media – no matter the medium, we form very quick decisions on whether we want to deal with the person we’ve met or not.
Topics: Customer Experience