Category: Service Recovery
Rephrase this common question and get better guest feedback
Yesterday morning I returned a rental car after a quick trip to the IROC conference in Foley, AL. I pulled into the Alamo rental car return at the airport in […]
Optimizing Your Guest Feedback Loop
When it comes to consumer insights in the attractions industry, guest experience data is a hot topic. But how do you know which insights are the right ones, and how do […]
Eliminate “Let me get the manager” in 3 steps
I recently spoke at a conference on the topic of guest experience. During my presentation, I briefly touched on how service recovery can be so effective that guests who complain […]
12 Amazing Things Delta did During an Unusual Travel Experience
To list to the podcast that accompanies this article, click here. After a recent visit to a client to facilitate a Guest Experience Workshop, my trip home on January 21st […]
A Gallon of Milk in a Heat Wave
What if a guest left a gallon of milk on your front porch on a 100-degree day? It sounds a little ridiculous, but think about it in the context of […]