Archives

Hospitality – What do we want from our hotel stay?

How often have you stayed at hotels either on business or for pleasure? What is it that you’re looking for from your stay? I often stay at hotels for work and less often with my family and I have a relatively...

Do your hotel guests or restaurant diners suffer from buyers' remorse?

So you’ve got the booking. All you do now is wait for your guests to arrive. Right? I’m sure you, like me, have made purchases – maybe bought a new pair of shoes, ordered a new car, or booked a holiday...

Hillarys quality approach extends to customer service

If you have redecorated and needed new blinds or curtains, chances are you have looked at or purchased from Hillarys. Trading for more than 40 years, Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains. Its 180-seat...

What is great 21st Century Customer Service?

We are very proud and fortunate to work within the hospitality sector in the UK, alongside many people who value the delivery of customer service excellence as a critical success factor for any business. However, not every organisation and individual...

Hotel Staff Language Skills: Why Knowing Who Your Customers Are Is Essential

Is it silly to think that there’s still a term as ‘culture shock’ still existing in the age of globalisation? If you assume the answer to that is ‘Yes’, you probably haven’t heard of the term ‘Paris syndrome’. It’s a...

Still time to become a judge

Final arrangements are being made for the 5th annual UK Customer Experience Awards which take place on September 25th – and there is still chance for industry professionals to step forward as Judges for the event. Being a judge at the...

5* ways to give your customers the luxury experience

It’s easy to state that businesses should be going the extra mile to please their customers, but who sets the benchmark? When you’re unsure of what people expect and what’s considered as ‘going above and beyond’, it can be hard...

My Favourite Hotel Experience: Fish, Reverse Thinking and a Great Bed!

Not exactly the collection of words you would expect but does strangely sum up one of the most pervasively engaging hotel experiences I have had. Mobile Citizens of the world take note – CitizenM is calling you to experience a hotel...

Are You Giving Your Employees a Great Experience? Enter the new UK Employee Experience Awards!

The new UK Employee Experience Awards 2014 have been launched to recognise and celebrate best practice in the delivery and improvement of outstanding employee experience. The Awards recognise organisations, teams, leaders, managers and specialist professionals including those in HR, Learning...

Digital Celebrations

Winners of the first ever UK Digital Experience Awards 2014 are still celebrating their well-deserved accolades. Created to recognise and celebrate the delivery of exceptional customer experience through digital channels and media, the Awards proved to be a stunning digital showcase. Held...