Bridging the Generational Communication Gap

September 2015 - By Beth Mahler - FocusED 2015 | Issue 2 - The fundamental differences in how various age groups approach work and communication are becoming more obvious, creating workplace rifts and affecting productivity.¹ The characteristics of each generation are influenced by many factors including social events, economic cycles, political events, technology, and acts o

Ready or Not, Here They Come!

June 2015 - By Dr. Gustavo Grodnitzky - FocusED 2015 | Issue 2 - As Generation Y enters the workforce, it has quickly become obvious that its work style is different from any previous era. Many business leaders still don’t understand the major clash occurring between the generations in the workplace.

Millennials: Game Changers

June 2015 - By Mark Heymann - FocusED 2015 | Issue 2 - “One if by land, two if by sea.” Not to worry, they are already here and in large numbers. No, I’m not speaking about the British. I am, though, referring to “The Millennials.”

Total Workforce Performance Improves Guest Satisfaction

Customer-Centric Culture Inspired by Successful Workforce Management
 
Total Workforce Performance Improves Guest Satisfaction by Beth Mahler
 
Successful management of the workforce plays a significant role in engaging and inspiring employee excellence in building a customer-centric culture. The key to success in the service industry is to put every asset to its best possible use to increase customer satisfaction. When the right resources are utilized at the right time, with the right attitude, and synchronized with business demand, you achieve optimal performance at the lowest cost.

Guest Satisfaction Golden Triangle: Delivery, Attitude and Product (DAP Model)

The Guest Satisfaction Golden Triangle: Delivery, Attitude and Product
Delivery, Attitude and Product
The Relationship to Achieving High Customer Satisfaction 
 
The Guest Satisfaction Golden Triangle: Delivery, Attitude and Product by Dr. Dan Mount

In the service industry integrating perceptions on both Attitude and Delivery into the feedback process play a crucial role in achieving high customer satisfaction.  Looking simply at the value and quality of your products and services are no longer sufficient to measure satisfaction and increase loyalty.