I'm tired of waiting. Whether I'm traveling for business or traveling for pleasure, I feel like I spend more time waiting than getting to enjoy my vacation or doing business. Perhaps I'm being dramatic, but I think it gets the point across. I'm tired of waiting.
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This article originally started out with the intention of highlighting some of the risk factors associated with today’s most common data breaches and ways to help mitigate them, but a recent trip through a Vegas casino (I won’t name names to avoid any embarrassment) led me down a different path. This past weekend I was walking with my girlfriend through the floor of one of Vegas’ more renowned casinos—one that does close to $100 million in revenue per year, not insignificant by any means, but definitely not a major player—and I noticed something that struck me as odd. A computer terminal, sitting unattended and logged in, right on the casino floor, open to anyone, nefarious and virtuous, that would happen upon it.
In the hospitality industry, or any industry for that matter, success is driven by engaged employees, empowered with the right tools to act at the right time, in the right way, and improving customer satisfaction. Under promise and over deliver is the name of the game, and creating moments of surprise and delight keep them coming back for more. Technology can help to make this challenge easier, and gain more actionable insights that lead to life long customer relationships, as opposed to one-and-done customers, but it must be implemented correctly.