Editor’s note: This is the first in an ongoing series of posts about how executives should think about and execute improved customer service. Angelo Lombardi, a former COO of La Quinta Inns & Suites who worked for 25+ years in the hospitality industry, is passionate about helping companies improve the experiences of their customers. He currently collaborates with Medallia, the leader in customer-experience software and solutions.
Here’s a startling statistic: According to the 2015....