Case Study

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

July 3rd, 2014
With contributors:
Harley Manning , Dylan Czarnecki


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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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.