Domino’s Pizza, after receiving scathing reviews on the taste of their pizza, made one of the riskiest moves in marketing history by embracing their bad publicity. Why it worked: The naysayers wouldn’t have given it another try based on the traditional “New and Improved” marketing. By giving the complaints a louder voice, consumers were intrigued and curious about the new recipe. Domino’s invested directly in their customers via taste tests and transparency campaigns, encouraging feedback of all kinds. The resulting turnaround is touted by many as the riskiest – and most effective – marketing campaign ever. Not only were people talking about and buying the product, but former disgruntled customers were flocking back to the brand. 2. In an effort to raise customer awareness surrounding the new Ford Focus, Ford created an entire character, an outspoken sock puppet named Doug. The idea was that Doug, being a puppet, could say things that wouldn’t be as generally acceptable coming from a human spokesperson. Doug travels in a Ford Focus driven by his human straight-man, John, both characters utilizing Twitter, Facebook, and YouTube along the way. Why it worked: Frankly, everyone loves Doug. People are interacting with Doug and John through social …
Measuring the ROI in training is a challenge. Individualized staff training isn’t really noticed until it’s not done. It’s difficult to measure a tangible bottom line as influenced by intangible human qualities. How do you measure ROI in staff development? Why invest in staff development? Improvement on employee performance is the obvious answer, but in today’s economy, many managers are cutting spending on training programs just to stay afloat. I am going to take a look at five ways training affects the bottom line. 1. Raises company profits. Research by the American Society for Training and Development shows measurable improvement in shareholder return by companies that increase training expenditures. 2. Gives an advantage over competitors. Human skills are an important asset for any company, and they depreciate over time. Investment into keeping your employees up to date and plugged into the company will result in higher satisfaction from both employees and customers. 3. Training lowers employee turnover. Little needs to be said about the costs resulting from a high employee turnover. Increased training has been shown to improve employee self-esteem, morale, and loyalty to the employer. Employees are much more likely to continue in their current job if they know …
The front desk/lobby area is the only chance you have to make a good first impression. How can your lobby “dress to impress” and set the tone for the rest of your facility? The number one requirement, of course, is cleanliness. Even a small amount of dust in a lobby can lead guests to wonder about the upkeep of their room. Cleanliness is expected and most likely unnoticed by most guests, but a lack of it will draw attention. There is a real challenge here for housekeeping because this is a high traffic area. Depending on the location and services offered, hotel managers need to be vigilant about the individual cleanliness requirements. For instance, in a snowy environment or a facility with an indoor pool, special attention is paid to keeping floors dry and carpets mildew free. Scent plays an important role, as well. A pleasant scent will reinforce the impression of cleanliness, and certain smells can affect the comfort, mood, and overall satisfaction of your guests. No matter the style and décor of your lobby, good lighting is important. Lighting focuses attention without intruding on the senses, and can produce the same effects as scent on mood. Keep your …
Everybody feels more at home when they know what is around them, and how to get to where they need to go. Easy access to wayfinding technology helps travelers feel more at home and at ease with their surroundings. 2. In the medical industry, wayfinding technology can point patients and visitors quickly to specific rooms or wards, decreasing tension for people already stressed over a medical situation. 3. Familiarity with a facility brings confidence for any guest. Wayfinding signage is a practical way to add comfort anyone visiting your place of business by giving them searchable access to exactly where they need to go. 4. Aside from location awareness, wayfinding software can also give guests direct access to information about where they want to go. If they are searching for the closest steakhouse, they will also know which one has the rankings, what is on the menu, if they deliver, and what time they close. 5. In-house amenities are quickly and readily viewable, making it easy for guests to know what is available to them right there. Guests can see hours of operation, services, menus, contact information, and location within the facility which allows them to take advantage of what …
In this Microsoft video, we can catch a glimpse of the not-too-distant future. Business travel is all about being connected; travelers have the ability to schedule tasks and integrate them directly into their hotel room. They stay in touch with family – even bake cookies with their children – via mobile devices that virtually bring everyone to the same room. We see a woman (Ayla) checking into her hotel as she’s arriving by cab. The staff is alerted of her arrival and is given a quick overview of her needs and preferences. She is able to interact with her colleagues directly from her hotel room. She has access to her own content and software on the devices in her room, turning the room into an office. Later in the video, we see her helping her daughter with school and cooking, all while using devices in the hotel. Ayla is made comfortable while she is away from home because of the ability to quickly communicate with those from her own town. Information about the new city is easy to find every step of her way, letting her know what is nearby, and even pointing out the places she will be visiting …