Loyalty360 recently posted an article on how Pamela Barnhill puts her customers first. Loyalty360 is the voice of the customer-focused clearing house and think-tank that is committed to bringing loyalty to the forefront of marketing strategies. Loyalty360 gives members the expert insight and guidance they need to better understand loyalty and develop effective programs. In their recent article highlighting Pamela Barnhill, President and COO of InnSuites Hospitality Trust (IHT) and InnDependent Boutique Collection (IBC Hotels), they focused on how Pamela Barnhill successfully focuses on her customers, ensuring consistent customer loyalty.
Below is an excerpt from the interview:
Posted on January 8th, 2015 by Jim Tierney of Lovalty360.
“For Pamela Barnhill, President and COO of InnSuites Hospitality Trust (IHT) and InnDependent Boutique Collection (IBC) Hotels, she doesn’t hesitate when it comes to the importance of customer experience. She told Loyalty360 that the customer experience is so crucial in the hotel space and, as an independent hotel chain, it might even be more important especially with the power of today’s social media.
“It’s millions of eyeballs and millions of comments people see on social media,” Barnhill told Loyalty360. “We try and make everyone happy. Customers are very careful where they spend their money. It’s not just about a bed, shower, or the room any more. It’s about the overall customer experience. Social media has accelerated a lot of this. We are supposed to act with immediacy and there is a lot of pressure.
IHT has two divisions: InnSuites Hotels & Suites and InnDependent Boutique Collection Hotels. The network comprises more than 6,450 hotels with more than 600,000 rooms and suites.
A key customer-centric initiative for InnSuites Hotels & Suites was the launch of its loprogram called InnDependent InnCentives, which is a free nights-based program for guests that book Independent Hotels on ibchotels.com. The program launched in July 2013.”
Read more of the article here: http://loyalty360.org/content-gallery/daily-news/customer-experience-crucial-in-the-hotel-space