Consistency is the key to creating the best customer service, writes Flavio Martins. That consistency means each employee is trained and empowered to deliver the same results no matter which one the customer contacts. That means employees need to be well-trained to keep the customer's needs in mind.
A new survey by Deloitte has found that 8% of travelers are loyal to one hotel brand, and 14% are loyal to one airline. "The current environment for building loyalty really isn't creating long-term sustainable loyalty," said Adam Weissenberg, a vice chairman at Deloitte.
It's a good idea to outsource certain tasks, such as managing social media and handling marketing communications, to free up your time to run your business, advises the Small Business Administration. You should also consider outsourcing administrative tasks such as accounting and tax preparation.
French designers are in discussions with airlines about adding casino gambling to aircraft. The proposed lounge includes a blackjack table, seating and a bar. "The Casino Jet Lounge isn't just a bar or entertainment idea. We see it as a social space," said Jean-Pierre Alfano of AirJet Designs.