Choice, Circumstance, Context: The Hilton Hotel & The Vagaries of the Customer Experience
For whatever reasons, the hospitality and travel industries are amazing for providing an endless fount of stories. These stories could almost be called, in a strategic sense, individually customized services discussions – but that resonate with other people. Of course, while it does feel like these are stories of things that happened to YOU- and [...]
Google Maps Experiment with Hotel Prices – Just Remember to Check In
How many times were you looking for the right hotel at the right price, close enough to your conference, customer or just a particular location? Finding the right one typically includes juggling multiple sites – hotel search, price comparisons, many with teaser prices that turn out to be unavailable, maps, reservation systems…etc. Not for long, [...]
Irrational Populism
I’ve been reading about some of the troubles that the Las Vegas hospitality industry is going through (as well as getting a lot of promo email for $40 a night suites at Mandalay Bay) and it again reminds me that populist uproar is neither rational nor constructive. Luxury hotels have also suffered from the backlash [...]
