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.
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,
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
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
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
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