In an industry where customer service is paramount, that means a strategy that blends high tech with high touch, says Paul Cahill , senior vice president of brand management for Marriott Hotels, in an interview with The Washington Post. If you ask 10 people what they want from mobile services, you might get 10 different answers based on who the target is and what they need at that moment. Marriott has spent a lot of time getting our target customers to prioritize what those services might be. Marriott heard from customers that there is an awkward moment at check out as a consumer, which is what am I supposed to do when I leave? Do I have to go down to the desk? If the paper is under my door, is that good enough? Putting this on the mobile device is taking away one of those anxious points or pain points for the consumer. Get the full story at The Washington Post