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Tag : robert reitknecht

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Providing a Positive Experience Across the Entire Guest Journey

July 25, 2018

By Robert Reitknecht Twenty percent of hotel guests say their customer experience (CX) expectations are higher than they were two years ago. So, what’s...

Listen and Do: A Mantra for Keeping Hotel Personalization Simple

January 24, 2018

By Robert Reitknecht Back in 2015, a guest staying at Starwood Hotels tweeted that his room was cold. A few days later, he walked into his room to find an...

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