This Week's Herman Trend Alert Women---Expanding their Sphere of Influence

The Herman Trend Alert April 21, 2010 Consequences of Embracing Technology Companies have long used technology to support the work of people with disabilities and moved form-completion online to eliminate paper. We have also seen airlines and railways use self-service kiosks to eliminate service personnel. Recently, hoteliers have followed suit with self-service kiosks?with mixed results. Now, a just-released study from Cornell University reports that when self-service works correctly, it enhances guest satisfaction and ultimately improves hotels' financial results. However, when problems occur with the system, guests are far less likely to return. . . much less be willing to pay a premium rate. Titled "Integrating Self-Service Kiosks in a Customer Service System" the hospitality study found that adding self-service kiosks improved the hotels' financial results, but the improvement showed a time lag. Thus, they caution hoteliers not to expect instant returns from adding self-service kiosks. Moreover, when something went wrong with the self-service check-in, the hotels in question saw a reduction in guests' willingness to pay and willingness to return. For this reason, the study's authors urge "careful rollout of self-service technology, along with substantial staff support for guests who are using computers to check-in". Another interesting finding was that the addition of self-service kiosks did not increase guests' perceptions of service speed at check-in. This finding is somewhat curious, since the addition of self-service kiosks at grocery stores is perceived by many to be a time-saver. Remember when banks and airlines began using began using self-service systems? They had a human being there to assist people who were unfamiliar or fearful of using the technology. Apparently, hoteliers need to invest someone's time and attention for the same familiarization process. Now, many mass-merchandisers including Wal-Mart, Target, and most supermarkets have installed self-service kiosks to assist in the check out process. Particularly younger customers happily embrace this technology; some older customers feel short-changed by the lack of service. As different industries embrace various technologies to serve guests better, increase productivity, or work more efficiently, employers must realize that they will need more highly skilled workers to support these more complicated systems. Also, from the consumers' point of view, these systems must work correctly or there will be bottom line consequences. © Copyright 1998- by The Herman Group, Inc. -- reproduction for publication is encouraged, with the following attribution: From "The Herman Trend Alert," by Roger Herman and Joyce Gioia, Strategic Business Futurists. (800) 227-3566 or http://www.hermangroup.com. The Herman Trend Alert is a trademark of The Herman Group, Inc." EMPLOYERS AND JOBSEEKERS: MARK YOUR CALENDARS Advertise at or attend VetJobs Virtual Career Fairs. VetJobs, the top veterans' job board, and PSI, the premier diversity job fair producer, are teaming up to launch these VeteransCONNECT events. Employer registration is now open with loading by February 15th. Candidate loading begins March 1st. Expect 25-30 employers and an attendee goal of 2,000 skilled jobseekers. Promoted extensively, early registration begins NOW. To register or request additional information, contact VetJobs at 877-838-5627 or email info@vetjobs.com; Employers: Mention the Herman Trend Alert to receive a Bonus. LOOKING FOR A UNIQUE VALENTINE’S GIFT? Give the gift of leadership advice in our weekly Lessons in Leadership to help your supervisors and managers remind your leaders about what’s really important The 52-week subscription is only $47, a bargain when you think about the savings to your organization in reduced turnover. Quantity discounts available by emailing Joyce at joyce@hermangroup.com. http://www.hermangroup.com/store/subscription_all.html#3 Order today! PREVENT EMPLOYEE TURNOVER IN 2012 Yes, you can prevent costly employee turnover, when you train your supervisors, managers, and executives. They will learn dozens of low and no-cost strategies and tactics that they can implement right away. We have an impressive track record and stand ready to help you. Call Carl at 336-210-3547 for a no-obligation conference call. Herman Trend Alerts are produced by the Herman Group, strategic business futurists, Certified Management Consultants, authors, and professional speakers. New subscribers are welcome. There is no charge for this public service. The Herman Trend Alert is received by over 30,000 subscribers in 78 countries, in addition to other websites and printed magazines. Do you enjoy receiving this weekly e-mail update? Contact us about our co-branded Trend Alert service. Click here to sign up for the Herman Trend Alert. Subscribe or Unsubscribe to weekly Herman Trend Alert View this week's Herman Trend Alert Archived Weekly Herman Trend Alerts

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