Thursday, 4 September 2008

When Hospitality Retailing Goes Wrong

So the Clowns at a major UK hotel chain have really shown how gullible they are when it comes to brand reputation and the impact of word of mouth.

The complete lack of understanding of even the basics of social influence has shown that certain people in the organisation seem to be completely out of touch with the mood of the nation.

That said, I suppose they might realise that Corporal Tomos Stringer is actually defending their freedom to be inept! The fact the organisation concerned won't even comment is an indication of responsibility that must permeate the whole organisation. Something they might do well to learn about by a spell on the front line.

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