Hyken argues that customer service staff should replace excuses with solution-focused responses to transform complaints into loyalty-building opportunities.
The author argues that effective support requires users to provide clear context about what broke, their intent, and what they've tried, using hospitality analogies to illustrate communication gaps.
The author presents a framework for sales leadership that prioritizes building belief and trust over traditional selling techniques.
Pertlink's AI playbook provides hotels with practical tools to reduce turnover and stabilize operations using AI as decision support, not staff replacement.
The 23rd annual tournament raised over $100,000 for ALS Society of BC and Vancouver Holocaust Education Centre, bringing total donations since inception to $1.4 million.
Five Royalton properties in Jamaica will remain closed until August-September 2026 following Hurricane Melissa damage, with 200+ staff retained for restoration work.
RIU mobilizes $1M in employee aid and partners with airlines to restore operations across seven properties totaling 4,000+ rooms after Hurricane Melissa.