Listener Runner-up: W Hotels Posted by Customer Passion LLC | September 29th, 2005
Eavesdropping is helping W Hotels make good on their marketing. In a new service-training program begun earlier this year, Starwood’s chic hotel brand began teaching its employees to listen for overheard clues that will enable them to help anticipate guests’ needs. For example, complain to your husband on your cell phone about a sore throat while you’re standing at the check-in desk, and W employees might send up a cup of chicken soup gratis.
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