POV - Point Of View is the mental position from which a story is observed or narrated. GPOV is the Guest Point Of View. When we look at every interaction, every process from the Guest's Point Of View.
Read MoreThe peak-end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience. The effect occurs regardless of whether the experience is pleasant or unpleasant.
Read More"All winners are trackers. You cannot improve something until you measure it"
While a lag measure tells you if you’ve achieved the goal, a lead measure tells you if you are likely to achieve the goal.
#leadership #measurewhatmatters #executionmanagement #hospitality #hospitalityleaders #innovation #bestpractices
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Eclat Insight Of The Week: The Learning Loop is an approach to learning while you perform your daily work: you try out a new approach in a small way, then measure the outcome, then get quick feedback, then tweak your approach based on that feedback.
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If someone does something for us, we have a natural tendency to do something in return and maybe even something bigger than what they did for us.
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To work smart means to maximize the value of your work by selecting a few activities and applying intense targeted effort. Select the tasks, actions, activities that add the maximum value to your work/job role and supercharge your efforts.
Read MoreAnyone's peak performance is their talent. Anyone's typical performance is effort. Continuous performance, consistent performance, needs both Talent & Effort. You can help your team and yourself improve both.
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The forgetting curve hypothesizes the decline of memory retention in time. This curve shows how information is lost over time when there is no attempt to retain it. Read on for some practical tips for you & your team.
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What It Is The compound effect is the strategy of reaping huge rewards from small, seemingly insignificant actions. Small choices + consistency + time = significant results Using learning from each interaction, each incident, to shape future interactions and responses.
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A New Moment of Truth Gap has emerged; The time it takes from having ordered something and receiving it. This gap can have branded moments.
We - Eclat Hospitality share some insights into what #hospitality & #service industries can do.
Toyota has a decision-making principle called “gemba.” Instead of depending on hierarchy, the people who are closest to what’s happening to make decisions. Toyota believes that the more hands-on knowledge a decision-maker has, the better their decision will be. It comes from the Japanese word genchi genbutsu, which translates to “go and see.”
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Why is is relevant to Hospitality & Service Industries
We love to shower our guests with choices. The more the better. From pillow menus, to tea menus, sleep menus, spa menus to the already every expanding buffet and In Room Dining menus, guests now have an array of choices. The list is endless and the choices are increasing everyday.
Do you have an 'Awesome Anything' process in place?
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The art historian Gustav Friedrich Waagen on how to teach so people learn: "First delight, then instruct."
Read MoreThe last best experience that your guest has anywhere becomes the minimum expectation for the experiences they want with you.
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