Unlocking the Customer Service Secrets of Leading Hotels

My family recently stayed in a hotel where we were greeted by an employee vaping behind the counter. Later, I found the hotel’s gym equipment broken and worn out. On my next visit to the city, I stayed at another hotel, in a different part of town.  This excursion made me think about the similarity between gyms and hotels and what the fitness industry can discover from the leaders in leisure. And, how devastating bad first impressions are on customer retention. How the best hotels create brand love. Hilton understands good customer experiences — coupled with excellent customer service — [...]