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2014-08-14
New Wharton research has good news for companies facing a disruptive innovation in their industry: Disrupters and incumbents sometimes end up as collaborators, rather than one displacing the other.
2014-07-22
Most of us will breeze through those 'Best of..' lists, marveling at the choices, categories and finalists. However, we will pay attention when Travel & Leisure, the AMEX publication, compiles their lists and winners. We do learn from this resource.
2014-05-20
How do you coalesce, integrate and present the essence of your tourism destination?
2014-01-03
Where are consumer expectations now as we travel into a New Year? Are they touching a nadir or scratching at that apogee? Two wonderful words at extremes of the pendulum of Customer Satisfaction and expectations met. In our various Hospitality businesses we do have some basics, which every customer and guest should anticipate.
2013-11-18
The issue of raising the minimum wage has been attracting increased attention and debate - but is it the best way to boost the economy and help low-income workers make enough to support their families?
2013-11-04
Success in the marketplace has always been about bringing value to the Consumer Experience. If you travel by air, your sensibilities have been challenged at every step of the journey. However, we still hear about successes – airlines which have understood key behaviors of their passengers and have adopted retail customer service approaches, resulting in market share and consumer satisfaction.
2013-10-21
As a conference speaker and hospitality industry trainer, I have often experienced the anxiety of flying into a foreign country with a different language for the first time. Although I (regrettably) have not yet managed to learn any languages beyond my American English, I cannot once remember flying into an airport that I could not easily find my way around.
2013-10-10
Has a decline in loyalty to one’s company, common today among lower-level employees, now spread to the upper ranks as well?
2013-10-08
Hard to keep them down on the farm, after they’ve seen gay Paree! What memories for those tourists.
2013-09-02
Finally, another country can temporarily hoist the mantle of ugly tourism. The U.S. can take a breather, for China is close to the gold - no, make that the silver.
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