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For Customer Experience Professionals

Case Study: How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture

July 3, 2014

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Why Read This Report

In 2005, the Hampton hotel brand embarked on a culture transformation intended to differentiate its hotels from competitors by delivering superior guest experiences. Along the way, the team at Hampton learned important lessons about how to create and sustain a customer-obsessed culture. This report describes what Hampton did to transform its culture and what it does today to make that transformation stick — in the face of ever-changing industry dynamics.

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Table of Contents

  • Brands Struggle To Deliver Differentiated Hotel Experiences
  • Hampton's Solution: Create A Customer-Obsessed Culture
  • recommendations

  • Build Your Own Customer-Obsessed Culture