August 10, 2018

Loyalty is now credibility

Those brands who cannot meet consumer’s demands are showing that they are not credible and therefore, not worth their customer’s continued loyalty.

And it appears that no company – big or small – is immune to this change. Just look at brands like Starbucks, Volkswagon and Facebook. These brands once held a large majority of the market share in their respective industries. But scandals – which have varied from their environmental impact to data protection breaches to accusations of racism from staff – have left the brands with the challenge of re-building their reputation to re-gain the loyalty they once enjoyed so easily.

So, as a hotel, what steps must you take to prove you are credible?

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