1. Remember that people are people. We are going to continue to remind our teams that, as people, we’re all not so different from one another. We need to pay attention to what our friends and family members are saying and feeling. What’s on their mind is probably the same as what’s on our guests’ minds. We will consider what they are saying and apply it to our business. 2. Spend more time in the lobby and talk to guests. There are so many fancy digital things we can do to try to get insights into customer behavior and preferences, but there’s no replacement for communicating face-to-face. Get the full story at HSMAI