CEO Christopher Nassetta said solving a problem for a guest makes them more loyal to a brand than perfect service.

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

People might initially fail to find a solution to a problem because their first impressions set them up for failure. The way problems are presented can prevent people from seeing the relevant features ...