As hotels have franchised their brands, sadly so have experiences become scripted. Unfortunately, it is virtually impossible to follow a script and be truly empathetic to the customer.
The power of empathy in business
Research by psychologists Mathew A. Killingsworth and Daniel T. Gilbert of Harvard University have shown that people spend 46.9 per cent of their waking hours thinking about something other than what they are doing. So, we need to be present. Imagine if we and our teams were able to increase our attention by just 5 per cent.
