Will Guidara•Author, Unreasonable Hospitality & former co-owner, Eleven Madison Park
Executive Summary
12 quotes
Concerns Raised
The vast majority of companies (95%) 'recklessly under-invest' in customer relationships and service recovery.
Businesses often fail to provide resources to support their stated goals of improving hospitality.
Companies are at risk of misusing AI for pure cost-cutting, thereby missing the opportunity to enhance human connection.
The reluctance in business and society to simply say 'I'm sorry' hinders conflict resolution and re-engagement.
Opportunities Identified
Creating deep, lasting customer loyalty is the greatest competitive advantage a business can have.
Implementing small, discretionary acts of kindness can have an outsized impact on both customer and employee satisfaction.
Financial services and other high-touch industries have a massive opportunity to apply these principles due to the depth of their client relationships.
Reinvesting savings from AI-driven efficiencies into human-to-human interactions will be a key differentiator for future market leaders.