Column: Innovation should center on the customer outcome

12/14/2011 | Hospitality Net

Hoteliers wishing to introduce innovations in their services should first identify the various touch points on which their guests interact with their products and services and seek areas that are ripe for improvement, writes Jim Hartigan, chief business development officer at Orgwide Services. They should then develop their practices to meet those identified needs, continuously modifying these innovations based on feedback, Hartigan writes.

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