CUSTOMER SERVICE & CX
076 | Service, Trends, Brands and More with David Eisen
CUSTOMER SERVICE & CX
David Eisen is editor-in-chief of the Questex Hospitality Group, whose titles include the more-than-a-century-old Hotel Management magazine. His responsibilities include overseeing print and digital direction, and leading content creation for events and conferences under the Questex umbrella. Prior to joining Questex, he was hotel editor at Business Travel News.
David has a master’s degree in hospitality industry studies from New York University’s Preston Robert Tisch Center for Hospitality, Tourism, and Sports Management. He frequently presides over and moderates panels and roundtable discussions on global hospitality investment, development and other industry trends and topics.
In This Episode, David Reveals
- How to win, and lose, customers in a flash, and how exceeding expectations, versus failing to meet them, can lead to lifetime loyalty, or a negative review.
- The power of connecting with your customers in a personal way, and why an effective service recovery program is critical.
- Employee turnover in the hospitality industry and what leaders can do to improve retention.
- How some hotels and brands choose to tailor their value proposition to a specific demographic, e.g. Millennials, and how doing so could potentially alienate others.
- The role of the brands and whether an affiliation will offer the same value in the future.
- Some of the things that really tick us off in this industry.
David invites you to download a white paper on the shifting landscape of hotel investment. Click here to get your free copy.
Resources & Links
David Eisen
Questex Hospitality Group
Questex Hospitality Group
757 Third Ave., 5th Floor
New York, NY, 10017
CUSTOMER SERVICE & CX
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343 | Take a Cue from Hospitality: Senior living is next big opportunity
Hoteliers and allied companies invested in both lodging and senior-living assets demonstrate how the spirit of hospitality and its best practices extend into other real-estate-asset groups. Episode 343 of Lodging Leaders podcast is the second in a two-part series that explores the hospitality industry’s growing interest in senior living.
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342 | Live Long and Prosper: Hospitality industry embraces senior living
Since she was a teenager volunteering at senior-living facilities in Boston, Serena Lipton knew she wanted a career in senior housing. But she had a difficult time finding the college program she believed would educate and prepare her to serve in the senior-living industry. After graduating from Boston University School of Hospitality Administration and working as an analyst for JLL’s Senior Housing Valuation Advisory, Lipton finally found what she was looking for. This fall she enrolled in BU’s Master of Management in Hospitality with a new concentration in senior living. She and other students are on the cusp of what BUSHA believes is a massive shift in how Americans view aging and where opportunities lie for the hospitality industry.