How Hospitality Professionals Can Help Customers Help Themselves and Why It’s Important to Do So Now

Jim Freeze, Aspect SVP and CMO | July 8, 2015

By Jim Freeze Your guests are changing, and at the heart of that change is the intersection of mobility, self-reliance and generational transformation. Travelers today live on their smart phones – a fully-functioning computer with ubiquitous high speed access and a plethora communication channels. These hyper-connected consumers increasingly prefer to buy products and services and resolve their issues without the assistance of a customer service agent. This is especially true with so-called Millennials, individuals who are 18 – 36. Any hospitality provider, like most other industries, must adapt to rapidly changing consumer expectat...