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I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle. I was speaking at a conference in Seattle and fully intended to stay at the hotel where the conference was scheduled. However, there was a mix-up, and by the time I tried to correct the error, the conference hotel was fully booked. …
A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square Read More »
I was staying at a large hotel chain in the Southwest United States earlier this week and received an unfortunate but stark reminder of how minor customer experience mishaps, delivered in succession, can accumulate for a major brand impact. For someone who speaks and writes about customer experience and customer service, I feel I am …
Customer Experience: How Minor Issues Create a Major Impact Read More »
DoubleTree (a Hilton brand) uses an innovative and effective mechanism for monitoring and improving its customer service at its properties: the CARE committee. DoubleTree describes the CARE Committee as follows: “The CARE Committee – The Heart of Our Hotels. The CARE Culture at DoubleTree by Hilton is a commitment to total service quality that equates …
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