Customer Focus or Intermediary Dependence?
Albert BarraSeptember 8, 2018 · 1 min read
Ideas, knowledge and community for a better future in Hospitality.
BYAlbert BarraHospitality · Strategy · Leadership · Marketing
True customer focus in hospitality means understanding and meeting each guest’s individual needs, regardless of the distribution channel they use. Hotels should not confuse the customer with the distribution channel.
If we were to ask them one by one, every hotel would say that its primary focus is the guest. However, we see things that call this assertion into question.
When asked “What is a Distribution Channel?” the answer would probably be unanimous: those through which I get my product to the guest. Rather than the means each guest chooses to reach the hotel of their choice.
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