Customer Service -
is one of the last frontiers of sustainable competitive advantage

Customer Centric : they get it – Virgin Hotels

In my previous post I tried to illustrate how some hotels ( and other service business) truly understand what it means to be customer centric and then all the others who really just don’t get it.

Two days after posting that I came across the following video from Virgin – who are now entering the hotel industry.

This is interesting because for Virgin has always had a strategy of moving into industries where most of the players just don’t get it… Airlines, trains, banks, phone providers, and now hotels. What it means is that Virgin sees an opportunity to do it much better…there is room for improvement… Check out their website

Virgin Hotels – ‘Brilliant’ Not To Scale New York. from Not To Scale on Vimeo.

We make love and steal hearts. We’re passionate about creating brilliant experiences that make peoples’ lives better. And there’s nothing more honorable than that.

Customer centric – do you get it?

Walt on legs

In my view there are basically 3 kinds of hotels. Hotels that just don't get it. The law of supply and demand eventually takes care of them. Then there are hotels, who get it, or should I say they think they get it. They are the hotels who … [Continue reading]

What makes a leader better?

Silo organisation

In a recent article in Straegy+Business I came across the following paragraph: The fact is that giving people bigger jobs with fancier titles and larger salaries won’t make them better. More complex assignments will. Just look at the leaders of ANZ, … [Continue reading]

10 leadership traits that people adore

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Many books have been written about what leadership is - but what is it from a followers perspective? This is what respondents reply when asked to list the characteristics of leaders they admire: Has a clear vision of how people’s work meets the … [Continue reading]

Welcome back from summer…

It time to roll up our sleves and get cracking again... As Joyce Hostyn writes on her blog : "Beauty is an outcome of a focus on the human side of business. Of a deep understanding of people’s dreams, desires and search for meaning. Of a … [Continue reading]

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