Customer Experience News & Trends

What happens when companies take a hard stance on good service

Everyone must deliver great service – or else. That’s the stance two trailblazing companies have taken to make sure customers get outstanding experiences.

Best Western, Comfort Inn, Comfort Suites and Crowne Plaza have been stripping their brand name from hotels that don’t live up to their parent companies’ service and quality standards, according to industry experts.

If the parent companies of any of the brands see poor customer feedback or legitimate bad online reviews, they give the hotels’ employees and leaders a chance to improve. If the employees are unwilling or fail to make improvements, the plug will be pulled from the brand name.

The goal in most cases is to give customers consistent, excellent experiences across the board. That’s what builds loyalty to the brand, and customers come back to it no matter where they are, experts say.

Even if your company isn’t associated with a big brand or franchise, you might want to take steps to implement service standards across your organization. At the very least, offer service training to all employees – because customers often end up in their hands at one time or another.

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