Personalization The Right Way

credit: filippo faccendini

“Personalization” isn’t a new trend, but it’s gaining steam in hospitality. From individualized menus, offers, and recommendations in restaurants, to customized booking and customer service in hotels, brands are looking for more ways (often fueled by tech) to tailor guest experiences. There’s no doubt personalization is worth exploring. But when doing so, keep your eye on the ball: customer service - as many retailers are rediscovering.