Opportunity Intersection: The Corner of Technology and Service

Glenn Wirick | June 8, 2018

Studies show 70 percent of customers will stop doing business with a company after one bad experience, while nine out of 10 say they would pay more to ensure a superior one. By Glenn Wirick We know the hallmark of our industry is service, and that it's at the very heart and soul of what properties across the globe deliver to guests 24 hours a day, 7 days a week, day in and day out. But it also drives revenues. Studies show 70 percent of customers will stop doing business with a company after one bad experience, while nine out of 10 say they would pay more to ensure a superior one. A study by Harvard Business Review showed that customer...