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Study: Replying to Customer Reviews Results in Better Ratings

Harvard Business

Every now and then, firms make mistakes that leave their customers unsatisfied: a restaurant misplaces an order, a hotel’s air conditioning breaks down, or a dry cleaner damages a garment. Because of this, even small service failures can have a lasting negative impact on a firm’s reputation — and financial performance.

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Case Study: Should a Hotel Giant Eliminate Some Brands and Refocus?

Harvard Business

As the longtime CEO of Otto Hotels & Resorts, now the second-largest lodging company in the world, he’d packed for hundreds of work trips before, but suits were his go-to. Otto had just finished a $9 billion acquisition of Beekman Hotels, which meant it now had nearly 4,800 hotels and just over a million rooms in 100 countries.

Hotels 71
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Blockchain Will Transform Customer Loyalty Programs

Harvard Business

Loyalty programs have proliferated across travel, retail, financial services, and other economic sectors. In some cases, travel loyalty program points differ by journey component (flight, car rental, hotel, dining), leading to fragmented point collections. The average U.S.

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An Ex-Consultant’s Jump into the Start Up World

Management Consulted

He co-founded MobileSuites, an app that puts travel concierge services and hotel information at your fingertips, and which you can (and should) find and sign-up for here. As we were talking, we started thinking that we could really improve the hotel experience, That sort of hit us on the head and we just couldn’t stop thinking about it.

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Top 10 Consulting Firms In New York

Management Consulted

In the New York office, the industries McKinsey caters to are financial services, health care services, advanced electronics, aerospace and defense, and TMT (technology, media and telecommunications). The main industries served out of New York include Public Services, Products, and not surprisingly, the Financial Industry.

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Innovation Should Be a Top Priority for Boards. So Why Isn’t It?

Harvard Business

In contrast, 70% of respondents think their boards have effective processes for staying current on the company; 69% for compliance; 66% for financial planning; and 55% for risk management — although we should note that managing risks is a crucial consideration when pursuing innovation. Again, we found differences among industries.

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How to Navigate a Digital Transformation

Harvard Business

An organization is essentially the sum total of its physical, financial, human, intellectual, and relationship capital. Standard financial metrics like revenue and profitability are important, but as with any new initiative, it will take time for this model to prove itself and begin creating net value for the organization.

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