Actively Seeking Feedback

On Monday I received an invite from the hotel manager of the hotel I am currently staying in. It was an invite for an informal meet in the lobby bar. The session took place tonight and the purpose was to get feedback from guests. This is a fantastic idea. Not only does this give the hotel an opportunity to show their care, it also facilitates customer relationship management beyond the check in desk and breakfast greeting.

Another hotel I stayed in had one of their account managers contacting me, and ensuring that my accommodation arrangement met my needs.

It seems like the Scandinavian/Nordic school of customer relationship management is still alive. Christian Grönroos and Evert Gummesson in academia. Jan Carlzon in practice. Impressive.


What do you think about the above? Did I get the facts wrong? Do you agree or disagree? Feel free to leave a comment..

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