IHG uses guest feedback to deliver better customer experiences

11/7/2013 | Luxury Travel Advisor

Thomas Rowntree, vice president of brand management luxury and upscale brands for InterContinental in Europe, said paying attention to guests' feedback is key so the hotel can stay updated on what they want. "Guests want to connect to experiences,” Rowntree said. “They want to get involved. And we have the opportunity to build connections.”

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