Tag Archives: customer satisfaction

Social media and customer service

I do not often do this, but this blog is about another aspect of Wyndham Hotels’ approach to customer service, from the same Forbes story posted yesterday.  It’s worth separating out from yesterday’s blog because it deals with a very … Continue reading

Posted in Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment

No brainer – customer service starts with the CEO

I love this Forbes story about Geoff Ballotti, CEO of Wyndham Hotels.  First, it emphasises something that is at the core of successful operations management – aligning the organisational culture with the strategic goals of the firm – and the … Continue reading

Posted in Chap 08 Queuing and customers, Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Quality gaps in the digital customer experience

Last week, Capgemini launched their report – ‘The Disconnected Customer: what digital customer experience leaders teach us about reconnecting with customers‘ (PDF available here).  This is based on research with 600 executives and 3,000 consumers.   It seems that this … Continue reading

Posted in Chap 09 Quality, Sector: Financial Services, Sector: Manufacturing, Sector: Public Services & Charities, Sector: Retail | Tagged , | Leave a comment

How hotels can exploit the internet of things

It is easy to think of the ‘internet of things’ as smart devices ‘talking’ to and interacting with each other.  But it’s not just that.  If one of the devices is the smart phone in the hands of a customer, then … Continue reading

Posted in Chap 08 Queuing and customers, Chap 10 Processes and technology, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

An alternative view of how to handle complaints

I blogged about complaint handling on January 17 this year.  But I’ve just come across this article – ‘7 Science-Backed Strategies for Dealing with Angry Customers’.  What’s interesting is that my earlier blog also listed 7 things to do, so … Continue reading

Posted in Chap 09 Quality | Tagged , | Leave a comment

National Trust – five years on

The National Trust is an interesting operation, or rather set of operations, to blog about.  It faces various challenges not typically found in commercial businesses. It relies very heavily on membership and donations to help support its work, although it … Continue reading

Posted in Chap 07 Capacity and demand, Sector: Public Services & Charities | Tagged , , | Leave a comment

Barlows – five years on

I’ve been taking a look back at how the blog has developed over the last five years.  One of the first operators that I blogged about was Barlows – the Sheffield based shopfittters.  I then blogged about them again in … Continue reading

Posted in Chap 02 Winning Customers, Sector: Retail | Tagged , , , | Leave a comment

“Best ever complaint letters”?!*$%?

I’ve known about the ‘Virgin Atlantic: Mumbai to Heathrow Inflight Food‘ complaint letter ever since it went viral.  Indeed I used it in one of my classes.  But I have only just come across this website http://www.dearcustomerrelations.com, which was set up … Continue reading

Posted in Chap 02 Winning Customers, Chap 08 Queuing and customers, Sector: Hospitality & Tourism, Sector: Retail | Tagged , , , | Leave a comment

Turning sentiments into data or emoticons gone mad?

You may or may not be a fan of Dave Gorman’s Modern Life is Goodish.  But I’m a fan, especially since many of the things he talks about are related to operations management – seen very much from his somewhat … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Financial Services | Tagged | Leave a comment

“Perception beats reality in pricing”

I love the headline from this Bain & Company article.  Largely because for years I have banged on about managing perception, as well as managing reality, in any service operation you might run.  For instance, one area that this is most … Continue reading

Posted in Chap 02 Winning Customers, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged , , | Leave a comment