The irony, of course, is that few brands literally own their customers’ total experience for extended periods of time as completely as hotels and resorts do. Yet no hotel brand has made GXP’s Experience Index’s Top 30 list since its initial report in 2016. In today’s “age of experience,” the holy grail for brands worldwide is to identify and mine the emotional/rational connection that links customers to their products, services and shareholders — and to do it effectively across an ever-expanding array of experiential touchpoints. Why have the great global hotel brands failed to master this objective? Get the full story at MediaPost