In his October marketing sports post, SLRG president Jon Last, speaks to a customer centric approach in creating meaningful and memorable activations. A mentor and former boss once framed a wonderful metaphor in urging me and others in our organization to strive for greatness. He spoke of creating “two percent moments.” It’s something that all […]
Read More »One of the great benefits of doing qualitative research is being able to develop a rapport with respondents, which in turn affords a greater window into their emotional connection (or lack thereof) with a topic, concept, or experience through non-verbal cues like body language and eye contact. This is often difficult to accomplish in any […]
Read More »As more successful sports and travel brands put emphasis on running a customer centric organization, there’s been a growing need to monitor and measure the impact of front line employee interactions and service. Whether these touchpoints occur on property, remotely or both, effective satisfaction tracking measurement should also encompass evaluation of various amenities and experiential […]
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