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22 February 2017

We’re a 5 star hotel, but we’re not interested in your custom thanks

That’s not a phrase you’d expected to hear from organisations priding themselves on outstanding customer service, but it’s the message I received from half the major hotels I approached whilst researching course venues in Sydney, Australia, last week.To say I was surprised was an understatement. It did, however, resolve the issue of what topic to discuss in my next blog post!

What lessons can we learn from this impromptu mystery shopping exercise about the critical role of front line staff in creating a positive customer experience and generating sales?