Author
Author

Roberta Nedry

President, Hospitality Excellence, Inc.

Roberta Nedry

Roberta Nedry is President of Hospitality Excellence, Inc., leaders in guest experience management. Ms. Nedry has developed a unique 3D Service(sm) methodology to take guest service to the next level. Her firm focuses on guest, customer and client service, the concierge profession and service excellence training for management and frontline employees. To learn more about Hospitality Excellence programs, exceptional service and the new 3DServicesm Online training program - a New Dimension in Service Excellence, visit www.hospitalityexcellence.com. Ms. Nedry can be contacted at 877-436-3307 or [email protected]

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Insights by Roberta Nedry (21)

Please Use the “F” Word!!

Relax! Not that 'F' Word! This 'F' stands for Feelings, which are critical to any service interaction or guest experience and they must be front and center to make meaningful emotional connections. Whose feelings you might ask? Yours, theirs and ours!!! How you perceive your guests are feeling as they arrive, experience and depart can make a powerful difference in the feelings they remember.

Take the Service Elevator to the Top Floor

Customer experience management is increasingly critical as a top investment area and skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly and what do leaders need to do to ensure they are ready? How will they proactively acquire these skills and mindset when there is no single or even clear roadmap as to exactly what to do or how to do it? On top of that, the new science of customer emotions is inspiring even more considerations and most CEO's don't like to 'get emotional' about their business strategies! Some are finding their way in the dark.

Technology Trauma May Cause Guests to Need the ER-Emotional Recovery

Please press "1" if you are frustrated, please press "2" if you are annoyed and please press "3" if you just want to SCREAM about technology replacing human resources and decision making!!! According to Professor Stephen Hawking, one of today's pre-eminent scientists, when asked about the progression and greater impact of technology, he recently told the BBC, "The development of full artificial intelligence could spell the end of the human race.

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