Backing Up Customer Service

We have spoken about the importance of providing a great customer experience. But sometimes the best way to provide a great customer experience is to have a backup plan. In the last year, we’ve seen the impact of this when airlines have had their systems go down, leaving customers suddenly stranded. Crain’s Chicago Business noted … Read moreBacking Up Customer Service

Ritz-Carlton: “Wired” To Be a Service Hero

I don’t always get the opportunity to stay at The Ritz-Carlton, but when I do, and when I have a choice in Washington, D.C., I really enjoy the 14th street hotel. I love its location, and I really enjoy the adjoining fitness club and spa that is available to those staying. It was nice that when I checked … Read moreRitz-Carlton: “Wired” To Be a Service Hero