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John Ragsdale Hendrie×
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John Hendrie believes that Retail success comes from proper management of and commitment to the Customer Experience.

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Plan for What Is Coming

Well, we really do not know what that is or what it will look like, but change is inevitable, shifting, declarative, sneaking and lasting in many cases. And, you, as the Brand architect, must prepare,

What This “New World” Means for us in Hospitality

Nowadays, for those of us who work in Hospitality throughout the world, it is getting harder to get out of bed. It seems as though everything is going "…to Hell in a handbasket". And, of course, the soothsayers

How to Get That Wayward Employee’s Attention

In this new world of changing market dynamics, we have the typical response - we ask more of our employees. In many cases, we just pile on the extra assignments, "rewarding" our top employees with additional

Return to Basics – Time to Rethink Your Guest’s Experience

Wow, just look at that magnificent sunset! My, that was a super ride on Flicka! Zowie, I cannot take any more of the chef's creation! All memorable experiences one would say. However, how about these comments

Give Me Some Relief

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

Hospitality Is the Ultimate Cachet - Images Planted, Dreams Launched!

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

What a Golden Opportunity for Hospitality!

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

AirBnB Could Change The World

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

Those Airline Baggage Charges Will Kill You!

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

Hospitality Is the Ultimate Cachet

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