Combining the smart and heart of your business turns customer experiences from good to great. I was impressed. Although I had reserved the room at Hotel Erwin through an aggregator booking site, the hotel had followed up with an email. In my reply, I shared that we were celebrating our 10th Anniversary. A warm Happy […]
There’s an old quote by the playwright Chekhov. It’s not technically about customer information, but it could be. The quote goes something like this… “If you introduce a gun at the beginning of a play, it should be fired by the end.” In other words, you must stay consistent in the world you create. The same is
Any time I head into the big wide world, I’m on the lookout for customer experiences that impact loyalty. Vacations are great opportunities for scouting.