Harvard Business Review

MARCH 1, 2017

By diving into the data, we were able to dramatically reduce customer dissatisfaction, increase customer loyalty, and develop new, differentiating service offerings. Figuring Out What Our Customers Wanted. Fashion and clothing were central to the guest experience — much more so than we had realized.

Hotels 8

Hotels Fashion Budgeting Retail 8

Harvard Business Review

MARCH 14, 2017

Clay Christensen's landmark theory -- in under two minutes. See More Videos > See More Videos > All loyalty programs are vulnerable to a blockchain revolution, but the travel industry is perhaps the most at risk. What shape are blockchain-based loyalty networks likely to take? Related Video.

Loyalty 9

Loyalty Customer Loyalty Travel Hotels 9

Harvard Business Review

JANUARY 28, 2015

As the dot-com bubble heated up in the early 1990s, a number of thinkers turned their attention to developing frameworks to help executives answer those questions in HBR, and their work forms a solid foundation for navigating the digital transformation that’s still playing out.

Porter 8

Porter Power Competitive Advantage Film 8