How Our Hotel Used Data to Make Our Laundry Service Glamorous
Harvard Business Review
MARCH 1, 2017
To borrow Clayton Christensen’s phrase, our hotel laundry’s “job to be done” is not cleaning dirty clothes; it is preserving and enhancing our guests’ sense of participation in the world of fashion. The team designed a PR and social media campaign around her, raising the status and morale of the laundry staff.
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