Knowing our Customers: Stop Icing the “Non-Cake”!

Iced cake with fruits and cream
Image Credit: © olhaafanasieva – Fotolia.com #101935485

As regular readers of this blog will know, I travel a lot with my work. Travel inevitably involves living out of a suitcase, and staying in hotels a lot. Or rather, returning to a hotel after a long day at a client site ready to fall in to bed to recharge for the next day.

 

Now, the curious thing about hotels is how many seem to have been designed based on what the hotel industry thinks travellers want, as opposed to what they actually want. Plenty of very logical and plausible sounding ideas have been implemented presumably in order to enhance the customer experience. In recent years, it’s all about the scatter cushions; I lose count of the time I’ve checked in to find the bed adorned with a range of pillows and approximately 27 scatter cushions that have been thrown on the bed like confetti.

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