December 12, 2008, Newsletter Issue #83: Using BI To Create Great Customer Experience

Tip of the Week

Many executives can easily see the benefit of using business intelligence strategies in retail or manufacturing intensive industries. However, these business performance management software techniques apply to every enterprise and industry area. Take, for example, BI in a customer service critical marketplace, such as hospitality.

Jonathon Tisch, CEO of the Loews Hotel group, has recently written a book that looks at issues within the hospitality industry that may be solvable with enterprise business intelligence. Tisch stresses that creating a great customer experience takes more than just window dressing. His book title, “Chocolates on the Pillow Aren’t Enough” aptly catches the crux of the matter. He is really saying that creating such an experience requires knowledge of the key performance indicators (KPI) that drive hospitality. KPIs are integral to any application of BI techniques and by association, any business function that has measurable indicators, can use BI techniques to enhance performance and profitability.

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