Amid the threat of commoditization and sagging customer loyalty, the one strategy that hoteliers can count on to gain repeat business is making an emotional connection with guests through unique and memorable experiences, according to executives of three major hotel firms. "The closer we get to the customer, the closer we are to that connection, the more loyal they can become," said Simon Turner, Starwood Hotel & Resorts Worldwide's president of global development. "We are building a connection to [our] brands where we know our customers and they know our brands and benefits."

Full Story:
Hotel Interactive

Related Summaries