Skip to main content

Save or Share this Report

For Customer Experience Professionals

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

July 3, 2014

Primary author headshot

Authors

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).

Purchase

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