Negative comments about the quality of customer service by renowned food writer, Georgina Campbell, in a recent interview with Matt Cooper of TodayFM, have set the hospitality industry on edge.

Not surprisingly, the sector has become defensive and Fáilte Ireland’s surveys of overseas tourists suggest strong visitor satisfaction, with 93% describing the service they received as either good or very good.

But be careful. There is a world of difference between a customer rating your business as good or very good. A […]

Continue Reading »

In our case study on customer retention, we interview Janine Patterson of Sodexo. She explains how, over the past seven years, Sodexo has steadily increased its customer loyalty levels. Today Sodexo Ireland is outperforming Sodexo’s global average with over 95% retention levels. It’s an amazing achievement. But it starts in an unusual place – first you’ve got to let some of your customers go. Find out more…..

This article was published in the June 2013 issue of Hotel & Restaurant Times.https://dl.dropboxusercontent.com/u/59286216/Sodexo%27s%20Customer%20Retention%20Strategy.pdf

Continue Reading »