There’s an award-winning doctoral dissertation in marketing, hospitality or behavioral economics to be done on why the world’s most luxurious hotels insist on charging their guests extra for WiFi. It can’t be to build customer loyalty; people loathe it. Surveys suggest patrons paying over $300/night despise paying an additional $10 to $15 a day for internet access (often far more in Europe). You’d think classy chains like the Four Seasons, Ritz-Carlton and Rosewood wouldn’t nickel-and-dime their patrons. You’d think wrong.
Fixing the Problem that Business Travelers Hate Most
There’s an award-winning doctoral dissertation in marketing, hospitality or behavioral economics to be done on why the world’s most luxurious hotels insist on charging their guests extra for WiFi. It can’t be to build customer loyalty; people loathe it. Surveys suggest patrons paying over $300/night despise paying an additional $10 to $15 a day for […]
May 13, 2011
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New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.