Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
[podcast] How this different restaurant became number one on TripAdvisor.
Jan27

[podcast] How this different restaurant became number one on TripAdvisor.

In this new podcast, we will talk about the exciting story of a gastronomic restaurant (the 65 degrees) that employs people with Trisomy 21 and other mild disabilities. Its co-founder, Adelaide Aymer, takes stock with us of the first year of operation which, in addition to extensive media coverage, has also enabled 65 degrees to win the award on TripAdvisor. Indeed, 65 degrees has become the N°1 restaurant in Brussels on TripAdvisor,...

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Hospitality: why it’s important to answer online customer reviews
Apr15

Hospitality: why it’s important to answer online customer reviews

Social media is an unmissable way to connect customers and firms. It has also become a privileged channel to raise complaints and engage in positive and negative word-of-mouth. In today’s article we propose to analyse one aspect of electronic word-of-mouth (eWOM) which has been recently dealt with in a marketing research published in the Journal of Interactive Marketing by Jie Sheng (University of Bristol). This study...

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Customer experience: this restaurant offers a digital detox
Sep26

Customer experience: this restaurant offers a digital detox

During a dinner with a customer, I witnessed an unusual but nowadays widespread scene. A couple, sitting a few tables away from us, spent their evening on the phone. Even though they were sitting opposite each other, the conversation only took place via their smartphones. An unfortunate time, when nothing is shared, except for his or her solitude. The smartphone becomes a mediator, the digital reflection of a very real solitude. What...

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Microsoft and Novotel team up to open the room of the future
Nov14

Microsoft and Novotel team up to open the room of the future

You knew ephemeral stores. Now you have ephemeral rooms also. Today (November, 14th) Novotel opens up its new room (in the Novotel Montparnasse Vaugirard) conceived in partnership with Microsoft. Novotel declared they want to renew the customer experience by integrating new technologies in the room. Microsoft partnered with Novotel and integrated, among others, a XBox 360 and a Kinect. More information can be found here. Not sure...

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Is Accor really focused on satisfaction ?
Jul19

Is Accor really focused on satisfaction ?

I recently saw an advertisement of Accor Hotels claiming that they were really taking care of customer satisfaction. Actually they even wanted to go a step further proposed Nordstrom-like guarantee: “satisfaction guaranteed or your next night free”. I’m not sure how this guarantee works but at least I like the motto. This kind of guarantee is also pretty unusual in the hospitality industry and therefore deserves a mention. But is this...

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