Training that Sticks

How to highlight your strategic differential in a highly competitive market?

Posted by Daniel Spinelli on Mon, Apr 09, 2018 @ 17:04 PM

"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)

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Topics: Customer Satisfaction, Communication

Reputation at Risk

Posted by Scott H. Lewis on Thu, Mar 15, 2018 @ 14:03 PM

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.

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Topics: Employee Development

Survey Savvy

Posted by Scott H. Lewis on Wed, Jan 24, 2018 @ 15:01 PM

why.jpg“We’re going to the zoo.”

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Topics: Market Survey, Data

Do Your Service Standards Instantly Reduce Your Customers to a Number?

Posted by Dave Hamilton on Wed, Jan 10, 2018 @ 17:01 PM

number-blocks-sml.jpgI’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.

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Topics: Good Customer Service

Planning A Luxury Trip Everyday

Posted by Lisa Dimin on Mon, Dec 11, 2017 @ 08:12 AM

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.

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Topics: Customer Experience, Luxury

The Luxury Buyer

Posted by Amber Fox on Wed, Oct 18, 2017 @ 19:10 PM

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!

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Topics: Hospitality, Customer Experience, Luxury

Painting a Verbal Picture of Your Hotel

Posted by Scott Merrick on Tue, Sep 19, 2017 @ 15:09 PM

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?

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Mode of Transportation

Posted by Scott Mclaughlin on Tue, Aug 15, 2017 @ 15:08 PM

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? 

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Topics: Training, Employee Development

The Customer Experience can be More Important than Price

Posted by Barry Himmel on Fri, Aug 04, 2017 @ 12:08 PM

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Topics: Customer Experience

After the First Impression – Can you come back from a less than stellar beginning?

Posted by Jennifer Young on Tue, Jul 11, 2017 @ 12:07 PM

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.

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Topics: Customer Experience

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