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The Six Canons of Great Service – Part III: Practice Fantastic Body Language

No one likes to see Captain Slouchy when they stop by your business.

There is serious psychology behind body language, but for most daily interactions the 25 cent version is more than enough to set you apart. 779 more words


Ritz Carlton boosts guest experience with an app!

Ritz Carlton added a new feature on their mobile app this week, which marks the introduction of a new level of guest service.

Ritz Carlton has updated their mobile application to include real time food and beverage requests from guests. 300 more words

Give Your Church Website the Reboot

According to Nielsen Norman Group to gain several minutes of user attention, you must clearly communicate your value proposition within 10 seconds.
If you can convince users to stay on your page for half a minute, there’s a fair chance that they’ll stay much longer — often 2 minutes or more, which is an eternity on the Web. 672 more words


A Guest's Experience (Part Two)

It is known that a person will decide if they will ever return again with in the first two minutes of trying out a new restaurant. 424 more words


It's Not Personal, It's Just Business

Quite simply, here’s the problem with  “It’s not personal, it’s just business”: if there isn’t someone who is taking it personally, there’s no need for the statement in the first place.    

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Excellence is Overrated

For years I was trained to believe that excellence is king. Excellence is in the details. I even prided myself for being a leader of excellence. 365 more words


Understanding How Your Guest's Expectations are Raised - or Dashed - in that Moment of First Impression

If we cannot define what we are doing, how in the world can we accomplish it?     – Scott McKain, 7 Tenets of Taxi Terry

What do you expect when you pull into the parking lot of a store for your weekly grocery shopping?

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Guest Experience