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"…But angry high-maintenance people are rarely where sustainable profit margins come from (unless, of course, you are a divorce lawyer OR a PR firm who gets paid to give hotels bad advice)."
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A good start to leveraging social media to connect better to the customers, but usage is pretty limited among hotels. Moreover, do hotels want to listen to just the nosiest of customers? How do they evaluate the cost-benefit of addressing such complaints?
links for 2010-07-06
Published
AB's Reflections 