Today, someone I know wrote about his experience organizing an event at a hotel. He was forced to talk with six different people to get everything organized.
From now on, he is going to insist on one point of contact, or else he will go to a different hotel.
The lesson is that the hotel should do this proactively. Instead of silos, they need to communicate together and present a simple, user-friendly front to customers to make their life easier.
As I always say, this is the Attention Scarcity Age, and people's time / attention are now scarce resources. Companies that follow this add value, increase brand value, and build fans.
© 2020 Praveen Puri