Sam Stern, from Forrester Research in his report, “How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture,” is a case study of the hotel chain. The brand has been on a nearly 10-year journey to differentiate its hotels from competitors on the basis of exceptional guest experiences. It all started back in 2004. As part of the brand’s 20th-anniversary celebration, Hampton asked its hotel owners to make about 120 product upgrades ranging from curved shower curtain rods to easy-to-use alarm clocks. Within a year, competitors had copied all of the new features.
The next year, in response to the cutthroat competition in the hotel industry, Hampton 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:
- Leverage executive support.
- Create a comprehensive training program.
- Monitor and maintain customer focus over time.
For more information about how Hampton created and sustains its customer-obsessed culture, read the full report.