Hospitality Starts Before Guests Step on Property - Larry Cuculic, BWH Hotels
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Hospitality Starts Before Guests Step on Property - Larry Cuculic, BWH Hotels
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概要
In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares why the guest experience now starts the moment someone types "hotel Chicago" into a search bar and what it took to grow brand.com revenue and mobile app revenue. You'll hear his own moment about getting the customer journey wrong once, and why every digital touchpoint is a hospitality moment.
Referenced: our earlier episode with BWH's Jay Hubbs, HSMAI's Marketing Professional of the Year.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands