In his book “Click: What millions of people are doing online and why it matters” "Bill Tancer pulls heavily from best practices in the hotel industry. He started writing the book in a hotel as a matter of fact - the Hotel 41 in London. Tancer had planned to stay for two days on business, but the Eyjafjallajökull volcano had other plans. After it erupted, air traffic throughout most of Europe was grounded, and Tancer’s two-day stay stretched to 10. He started noticing things during that time: how staff interacted with guests. How they dealt with complaints. How they tried to surprise and delight their customers at every turn. Maybe that’s why Hotel 41 was No. 1 on TripAdvisor, Tancer thought. “That hyper-attention to service and making sure the guest experience is as good as possible has a lot to do with their reviews,” he said. Get the full story at Hotel News Now