Recent findings show that a clearly defined and credible hotel brand promise can help generate rebooking, ancillary spending, and brand advocacy. Hotels with year-over-year increases in guest satisfaction earn corresponding gains in both loyalty and market share. However, companies in all segments can improve their financial outcomes by ensuring their hotel branding promise is strong and central to their brand culture, and in making delivery on that promise their main focus. The essence of what drives customer experience—people, process, price, and product—should be shaped by an unshakable fidelity to the hotel brand’s promise.
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