New Site, ctwatchdog.com

I haven’t been slacking off on my blogging, exactly, but I’ve been on the road. And I’ve been working with my partner in the Digital Media Cooperative, Tom Twitchell, and our former colleague at The Hartford Courant, George Gombossy, on George’s new site, ctwatchdog.com.  George is an investigative consumer columnist who writes on a wide range of topics, including travel. If you haven’t seen his site yet, you should check it out.

Lessons In Customer Service

It’s startling sometimes how differently the passengers on a given cruise or the guests at a particular hotel can view the experience.

This can become evident in conversations with fellow passengers or guests and also on review sites like TripAdvisor. Even when the vast majority of guests give good reviews, there are unhappy exceptions. And I think I know why.

Read the rest of this entry »