Catégorie : Strategy

I don’t need a P&L. I need 30 seconds in your lobby to know if the property has a leadership problem. This actually happened recently… I walk into the lobby. The front desk agent is sitting on a stool, doom scrolling on her phone. No eye contact. No urgency. I walk up and say, “Good…

Customer Experience as Strategy: The New Path to Sustainable Competitive Advantage!!! Winning Through a Service-Focused Strategy: Aligning Strategy, Structure, Culture, and Accountability for Superior Customer Experience!! Customer experience is the ultimate differentiator in today’s emerging markets In an era of heightened competition, rising customer expectations, and accelerating change, organizations can no longer afford fragmented strategies…

Love, hate, and the flying choices we make. It’s amazing to see that Ryanair is the 5th largest carrier worldwide by the number of passengers carried last year. As much as people like bashing Ryanair and complaining about pretty much everything, the reality is simple: people flew, fly, and will fly Ryanair as long as…

Most luxury hotel groups think growth is an operational challenge. Hyatt Hotels Corporation understood early that it’s a governance challenge. As portfolios expand, something subtle but predictable happens: Interpretation multiplies faster than clarity. • Leaders define “luxury” differently • Creative teams optimize for taste, operators for efficiency • Decisions that were once instinctive become debated This is how…

This is HXD212. Episode 001 is finally live 🔥 Hospitality is built on tradition. But it survives through continuous innovation. Most heritage brands get this wrong. They either freeze tradition. Or chase novelty. At Sacher Hotels, innovation has always been central. That’s why it has endured. Without losing its soul. For this first episode, I…

Tech has a lot of benefits in hotels, but hotels are not a tech company. Sonder forgot this. Sonder promised to be a new kind of hospitality company. Tech-forward, asset-light in branding, yet operating more like a hotel than a platform. By 2022, it had gone public at a $2.2 billion valuation. By 2025, it…

I cancelled my $20 ChatGPT Subscription and started using an All-in-one AI tool that’s much better! because… my work didn’t fit in one place anymore. I’d write in one place. Generate images in another. Make videos somewhere else. Create presentations in another. Build apps or prototypes in a different tab. By the time I finished…

This Anthropic report is way more important than MIT’s « 95% of AI pilots fail » study. Must-read for anyone who’s CEO said « we’re going to be AI first »: https://lnkd.in/g-3BEy9Z. Amazing job to the folks who wrote/contributed to this (Ruth E. Appel, Maxim Massenkoff, Peter McCrory, R. Miles McCain, Ryan H., Tyler Neylon, Alex Tamkin) One of…