Inside Customer Service

MARCH 4, 2021

BOH employees typically work behind the scenes to serve customers, but don't often have direct customer contact. Several studies show business results improve when employees who don't traditionally have direct customer contact can see, meet, or learn about the people they serve. Someone you’ll never meet made that error.

E-commerce 163

E-commerce Legal Hospitality Hospitality 163

Beyond Philosophy

MAY 24, 2017

When Centerplate, a hospitality company that serves stadiums and ballparks nationwide began looking at data on ballpark attendees , it found that season ticket holders might only go to 17 games out of more than 80 on the schedule. By improving the dining experience at ballparks, baseball teams make fans happy. What did you think?

Gaming 137

Gaming Sports Hospitality Hospitality 137

Totango

FEBRUARY 22, 2021

As a little-known, sixth-round draft pick out of the University of Michigan, it’s safe to say no one expected much out of Brady in the NFL. In particular, the pandemic forced companies to redefine and refocus on the customer experience. What comes to mind when you think of the term “game changer”?

Gaming 62

Gaming Hospitality Hospitality Sports 62

CX Journey

JUNE 19, 2015

Image courtesy of potiondesign Is your entire company - executives and employees alike - aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience?

Invoicing 71

Invoicing Customer Journey Map Hospitality Hospitality 71