Hotel Guest Personalization: Welcome or Social Media Stalking?
Published February 4, 2015
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56 min
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    The buzz: Travelers’ TMI

    “The customer is #1” is a customer service industry mantra and mandate, particularly for business-to-consumer travel and hospitality staff who are required to greet each visitor by name. But now that their clients willingly share searchable, “TMI”-level personal data on digital media, how and when should the industry use it, if at all? The experts speak.

    Deva Senapathy, Infosys: “The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.” (Jeff Bezos)

    Mike Wittenstein, Storyminers: “In work, no matter how hard you try or how much you spend, your brand can’t be any better than what your customers experience.”

    Raghu Ramanathan, SAP: “The whole object of travel is not to set foot on foreign land; it is at last to set foot on one’s own country as a foreign land.” (GK Chesterton)

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