Front-line ambassadors: a valuable resource
Written by: Claude Péloquin on 20 December, 2004
Tags: branding, coaching, customer-experience, customer-service, employee-retention, important-role-of-tourism, indicators
The tourism industry is one sector in which the human element is absolutely vital to delivering the promised brand “experience” the customer expects. This is particularly true in the hotel industry. Employees – who really should be called “front-line ambassadors” – usually handle the initial contact between customers and the organization; these individuals make the [...]
