When it's good, it's very good, but when self-service goes wrong, guests don't come back, new hospitality study shows
As more hospitality companies implement some form of IT-based self-service, many are seeking to reduce costs, increase customer satisfaction, and possibly reach new customer segments. A new hospitality study from Cornell's Center for Hospitality Research (CHR) points out that when self-service functions correctly, it does enhance guest satisfaction and improves hotels' financial results. However, when a problem occurs with the self-service computer system, guests are far less willing to return, much less pay a premium rate.
* Nothing beats Face to Face old - fashioned Customer Service...Technology is great..when it works...
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