image credit: Unsplash

Reducing Friction and Elevating the Guest Experience in Hotels

December 29, 2020


Even prior to COVID-19, the travel experience has always had it stress points, commonly referred to as ‘friction.’ Friction occurs anytime a customer is frustrated, uncomfortable, confused, angry, impatient, or simply has to expend much more effort than they expected.

If you have ever experienced long amounts of time waiting on the phone to speak to a customer service representative, only to be told after finally reaching a live person that the person for whom you waited cannot help you and will now transfer your call, you certainly can relate to the concept of friction.

Read More on Hospitality Net