I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle. I was speaking at a conference in Seattle and fully intended to stay at the hotel where the conference was scheduled. However,
More...I was staying at a large hotel chain in the Southwest United States earlier this week and received an unfortunate but stark reminder of how minor customer experience mishaps, delivered in succession, can
More...DoubleTree (a Hilton brand) uses an innovative and effective mechanism for monitoring and improving its customer service at its properties: the CARE committee. DoubleTree describes the CARE Committee as
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