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I just returned from Las Vegas where I spent 3 nights in a great city. On Friday morning we had a tennis match at Bally’s so my wife and I plus our friends grabbed a taxi from the Encore Hotel. It seems no matter where in the world you are taxi drivers tend to be … Read more
http://www.wsj.com/articles/for-hotels-online-reviews-really-matter-to-the-bottom-line-1479477602?mod=pls_whats_news_us_business_f Knowledge is Power—profit power. I believe the biggest reason most firms are not customer driven is because they do not understand the financial impact of great service. According to this study, when ratings rose by one star, demand increased by 25% and prices grew by 9%. To increase a review by one star means the … Read more
This month I went to the Mayo Clinic for a physical. I compare the Mayo Clinic to the Ritz Carlton and the remaining medical centers across the world being more like Motel 6. There is NO comparison. Everything is built around the customer experience from the moment you walk into this mammoth complex to the time you … Read more
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