Reducing Friction and Elevating the Guest Experience in Hotels | By Rick Garlick – Hospitality Net
By Rick Garlick, Vice President, Strategy Consultant at Magid share this article Even prior to COVID-19, the travel experience has always had it stress points, commonly referred to as 'friction.' Friction occurs anytime a customer is frustrated, uncomfortable, confused, angry, impatient, or simply has to expend much more effort than they expected. Advertisements If you have ever experienced long amounts of time waiting on the phone to speak to a customer service representative, only to be told after finally reaching a live person that the person for whom you waited cannot h...
Source: hospitalitynet.org