“If you look at the guest comment cards and the letters that have been written about your hotels, you’ll see that very few of them are about the product experience. … About 95% of them are about people,” David Kong, president and CEO of Best Western International said. Mike Depatie said Kimpton Hotel & Restaurant Group has to leverage its exemplary customer service because it can’t compete with the major hotel chains in size and scope. “In a world where the big brands are getting bigger, the only way we can compete … is differentiating through customer experience,” the company’s CEO said. Get the full story at Hotel News Now