In Brief

Marriott International's Christopher Baer shares insights into how the hospitality company is strategizing customer service

In our Future of Retail 2017 report, we include insights that all retailers, from traditional brick and mortar stores to those in the e-commerce sphere, can leverage in order to build exceptional services with the customer in mind.

Hotels, on the other hand, are a different kind of retail experience. Customers do not come to purchase products to take home, rather, the hotel experience, in itself, is the product.  As such, hotel chains must exceed customer expectations, delivering cozy arrangements that visitors value.

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