The Problem With Transactional Thinking

Bain & Co. recently pushed this out.

Now this does a great job of explaining the transactional ecosystem for retailers (including restaurants and hotels which aren’t really retail businesses but operators run them like they are) but staying inside this ecosystem forces you to compete on commodity terms such as price and frequency. No personalization. No value add. And no relationship building here.

It highlights the difference between just service and Hospitality as I did here.

It’s a good model for the technical side of doing business but it’s not great for Hospitality.

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Digging Deeper

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Are You Ready For
Your One-On-One?

The two choices you have are: To step forward into growth or
remain in your death spiral.

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For four decades, my Coaching, Consulting, & Learning Events have helped thousands of hospitality leaders worldwide, build successful businesses. Call or text me at +1-817-797-2929 or email me at