The team at Uplifting Service have been working with our clients and Professor Jochen Wirtz for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section. In this post, we add insights for service leaders and practitioners who would like to know more.
In early 2011, LUX* Resorts & Hotels (formerly known as Naiade Resorts) was in trouble – accumulating heavy losses, high expenditures and costs, unable to meet commitments.
Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many elements will contribute to the success or failure of your service culture building program. Getting It Right means doing what works and following a proven path. Getting It Wrong means ineffective efforts, wasted resources, and unnecessary frustration.
Join me at the Service Council 2018 Smarter Services Symposium in Chicago on September 17, 18, 19, 2018.
This Symposium is a gathering of the world’s leading customer service, customer experience, and customer loyalty professionals. The event is packed with insightful keynote speeches, deep-dive breakout workshops, wide ranging panel discussions.
LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand.
Our team at Uplifting Service have been working with Professor Jochen Wirtz on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section. In this post, we add insights for service leaders and …