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The Law of Adverse Consequences

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?


Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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