The Law of Adverse Consequences

In many hotels, the “paperwork” of checking in is lengthy, despite the computer. It takes longer than it used to when there was only pen and paper. That’s because too many organizations have become slaves to their technology rather than using technology to improve the customer experience. (Some hotels require only seconds to check in, doing it in advance and using a smart phone as the key to the room.)

Are you difficult to deal with through your technology, or does it enhance the client experience?


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