by Guest Blogger, Lena West, Chief of Social Media Strategy at xynoMedia
I read an interesting post last week written by Mark Hurst of Good Experience. In the post, he pins the tail on the donkey by pointing out that even though companies might be using the latest Web 2.0 hotness tools, they are delivering the same old party lines. He then goes on to speak about the dwindling customer experience in the airline and healthcare industries.
As I read that post, I sat in an all-suite Doubletree Suites (owned by Hilton) in Boston, MA, preparing to speak about "viral" marketing at the Business of Community Networking Conference (#BoCN).
I think it's very easy to see how both the industries that Hurst discusses have cut back - and it's even more apparent how these cut-backs have hurt and/or inconvenienced the customer.
What's been, I believe, less discussed are the "disappearing acts" many popular hotel chains have been pulling.