AlwaysWoW! For a Great Great WoW in Life

Thoughts from me about things that are cool, that are WoW, that blow me away. Observations about businesses and people from a wide variety of life. Daily encounters - and thoughts outside the box, inside the box and without any box. New thinking, and challenging old thinking. Passionate about life, about respect, and about integrity.

Saturday, December 25, 2004


Here you have them - two hotels, side by side. The Meridien and The Hilton. Both standing tall, with impressive architecture.

Both are 5 Star Hotels. Service is top fit, really. And so are the prices - you probably pay a lot for great service and great food.

I also believe that both do a great job in their aim to satisfy customers. This is probably tracked with feedback forms, market research, focus group discussions, and mystery shoopers - people who walk in disguised as guests, but in fact, are researchers.

From time to time, you will find an advertisement in the newspapers, or promotion that is being pushed by travel agents that work with the individual hotel. In this time, one hotel might have a slight edge over the other, for a short while, before the other is doing something similar. But it won't be a lasting gain - those little effects are not differentiating.

So what makes the two hotels different? Why, if I have the money, would I choose the Hilton over the Meridien, or the Meridien over the Hilton? What would be the response if a PA arranges a travel iternery and has to chose between the Hilton and Meridien?

Is it word-of-mouth and that more people talk about the Hilton?

Having great employees will hep the individual hotel to make a difference, I would suggest, but than, they are trained, in both hotels to conform to their values, and cultures.

May be the employees are in alignment with the brand and the value proposition that Hilton and Meridien represents.

Is it the corporate reputation? May be one hotel is more known than the other hotel? May be ones salespeople are more effective (hey - but I don't like it when they call me on the phone to sell me some strange membership). May be they have different operating models, as I discussed with a friend yesterday evening. May be the Meridien doesn't want to have a full house, but works with higher margins, than the Hilton? Although that doesn't make sense, since hotels are build to be occupied, not vacant.

So what makes you chose one hotel over the other?


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