Weekend Conversations: Putting Customer Experience First
Elevate with Robert Glazer
The Shift from Hospitality to Subscription: Impacts on Customer Experience
This chapter examines the fallout from a hospitality company's switch to revenue-focused subscription models, leading to declining service quality and local dissatisfaction. It highlights the risks of prioritizing profit at the expense of customer care and employee morale, and the potential damage to the brand's reputation.
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