Customers, Engagement, and Loyalty
My family and I have been stranded in Montana for almost a week, now, waiting for repairs on our Miles City Hotel & Suites , the nicest hotel in town. They feature an indoor pool and spa, guest laundry, a hot breakfast, and, in their words, "ultra hi-speed Wi-Fi." (Fast Internet was an important feature. As a Google engineer, I live and die on Internet access.) truck to be completed so we can finish our road trip and return home to Seattle. We've been staying at We expect our truck to be all fixed late this afternoon. As I consider our departure tomorrow morning to resume our road trip, I got to thinking about this home-away-from-home here at the hotel. I've had a few occasions to chat with Cheryl, the general manager here at the hotel. She covered the 3pm-7pm shift on the front desk this past weekend. From talking with her and the other front desk staff, I gathered that the hotel had recently given up its Holiday Inn franchise. Holiday Inn was being too picky a...