CREATING BOOM-TIME LOYALTY FOR THE LONG TERM
Ignoring loyalty in a boom time is akin to saying, “I don’t need health insurance because I’m feeling quite well today.” Loyalty is an insurance policy. If you ignore it until the economic bubble or your appendix bursts, you’ve waited too long. By investing in loyalty and service today, you can protect yourself for the long term.
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A CHAIN BY ANY OTHER NAME IS STILL A CHAIN
Independent hotels are run by fiercely independent hoteliers, who don’t want—or need—to be told how to create extraordinary guest experiences. Those hoteliers, and the travelers who love independent hotels, know unique can’t be mass-produced. Authentic doesn’t have a 200-page handbook.
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