Issues: Vol. 24 Issue 11

Expansion, Growth Strategy

How Outside-In Thinking Can Create New Opportunities

On an online chat forum for business travelers, the question of how hotels respond to online criticisms was raised. What do travelers do if their complaints receive a generic response? Most agreed they just don’t return to the hotel—a passive response, and the hotel may never know it just lost a customer through its action, or rather, lack thereof. (more…)