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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