Uplifting Service - Blog

How to create loyal customers and brand evangelists in the travel and hospitality industry

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Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of […]

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Turn a Complaint into an Opportunity to Increase Customer Loyalty

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When you cannot deliver the service you promised to your customer, what do you do? Let’s face it. We all have days when we disappoint customers for various reasons. It could be a team member […]

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LUX* Resorts & Hotels: The “Serving To Win” Webinar

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In early 2011, LUX* Resorts & Hotels (formerly known as Naiade Resorts) was in trouble – accumulating heavy losses, high expenditures and costs, unable to meet commitments. Three years later LUX* has rebounded with a […]

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Service Attitude Builds Loyalty (Never Mind the Mosquitoes)

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Our weekend was certainly memorable, but it was not what I expected. We did stay in a bungalow right on the beach, but it was a stuffy room with bird-size mosquitoes and a bathroom that emitted a rare and unpleasant seafood smell. The food was tasty, but the service was by no means speedy. All of this might sound like a recipe for a terrible weekend, but somehow it wasn’t. The kindness and obvious effort put forth by the staff made it easier to overlook the resort’s shortcomings. We were always greeted with smiles and addressed by name. On our last night, the cook re-opened his kitchen just so we could try a special local dessert. It was so evident that everyone genuinely wanted to please us.

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