John Hendrie believes that Retail success comes from proper management of and commitment to the Customer Experience. He helps to guide his clients through that challenging Customer dynamic, looking at Branding and Marketing strategies, which match their market expectations, providing Training and Development programs to emphasize the behavioral and the mechanics of service execution, and designing assessment vehicles to evaluate the efforts and results.
We in hospitality have a critical directive - provide succor and comfort to an American guest landscape which is suffering. The marketplace is in arrears; it is tired, unappreciated, fractured and downright
The marketplace is bustling with experiences for consumers to consider. It hurts your head! However, Colleagues, we've got it, and others want it. The term, hospitality, evokes certain emotions and expectations
Who would have thought that the one top driver for jobs in a state was hospitality, with the classifications of lodging manager, concierge and housekeeper. As referenced, the state of Maryland has a 2017
Sometimes you can have a great notion, which will go nowhere due to a variety of constraints. Other times it is a "no brainer". AirBnB is already changing the face of lodging and the Visitor Experience
The airline industry runs on high points and low. Even on a current ascension from a nadir, we, the traveling public, are dispatched into the air, grumbling about the experience. The whole affair is disheartening
Cachet, you say. What does that actually mean? By definition, a cachet is a sign showing something which is genuine, authentic or of superior quality – a mark of distinction and prestige. In this age of
Kempinski Hotels has a terrific reputation for extraordinary service and delivery in the world of five star properties. They also do some things differently, and the Brand has proven successful and resistant
Human Resources was once thought to be a discipline of the future in the early 1990’s, when everything was so rosy and plentiful. Then, we had the high tech implosion, terrorism attacks, two wars, a global
As an uncertified economist, even I can appreciate when the marketplace gets saturated. What does that mean for the business and their customer? We certainly are watching this play out on the Gaming landscape
We in Hospitality are at a very interesting juncture. Everything has changed – our market, our business model, our guests, employees – really soup to nuts. Let’s take a look at the big picture, where Hospitality