Does Your Hotel Need a Chief Customer Experience Officer?

In the world of business, trends appear and vanish like so many clouds drifting across the sky. Open plan office spaces are a good example. When millennials entered the workforce – not just as employees, but as visionary leaders of massive tech companies – they turned away from cubicles and offices in favor of open, fluid and flexible workspaces. There were studies and anecdotal evidence to show that tearing down walls could create healthier, more collaborative, more productive team environments.

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Why chaos is good in hotels (and what we learn from it)

In 1961, a meteorologist named Edward Lorenz was re-doing weather forecasts using standard mathematical formulas of the day. To save time, he rounded longer decimals to the nearest one thousandth — then went for a coffee and let the computer crunch the numbers. When he returned, a completely different set of weather predictions had been generated than what he had expected. This turned out to be a pioneering moment in chaos theory. It led to the notion of the “butterfly effect,” wherein tiny changes create vastly different outcomes.

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Airbnb is Opening a Hotel (yes, really): How it Works and What it Means

One of the most amazing facts about Airbnb is that, despite being more valuable than any hotel chain in the world, it has no physical inventory. The company provides branding, online infrastructure, a booking platform, and a quality control system — but all of its properties and rooms belong to other people. The fact that Airbnb has seen such astronomical growth and valuation without owning a single building makes you wonder how this business model wasn’t exploited sooner.

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