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Articles by Ellen Scully
How the world’s best hotels deliver exceptional customer experience
Luxury hotels know that the secret to top-tier customer experience is a culture of excellence. Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive.
How the world’s best hotels deliver exceptional customer experience
Luxury hotels know that the secret to top-tier customer experience is a culture of excellence. Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive.
How the world’s best hotels deliver exceptional customer experience
Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. As one general manager (GM) of a luxury hotel told us in an interview, “Our facility is our stage, and guests are paying for a performance.” Distinctive, superior service is more important now than ever.
Travel invented loyalty as we know it. Now it’s time for reinvention.
Members of travel brands’ loyalty programs have become increasingly disloyal. What will bring these straying customers back? Travel brands didn’t invent loyalty programs, which have been traced to as far back as the 18th century.
Rebooting customer experience to bring back the magic of travel
In the 2020 report, “The travel industry turned upside down,” McKinsey & Company partnered with Skift Research to document the unprecedented impact that COVID-19 had on the travel sector. 1 One year later, we find that the travel sector is bouncing back—yet recovery still has a long way to go. Although 2021 performance has improved considerably, the Skift Recovery Index shows it is still 35 percent below pre-pandemic levels globally.
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