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How to compete when it’s not about price

Hotels.com is making a huge change — they used to compete on price, but now it’s about service.

I used to book rooms through them to save money. Now I do it because they saved my butt (several times):

  • One time our entire staff was booted from an overbooked hotel the night before our big conference. The hotel chain didn’t care. Hotels.com rebooked us at a better place around the corner.
  • On a family vacation, a resort told us that the suite we booked was no longer available — but that it would mysteriously open up again for just $200 extra. Hotels.com got us a refund in 5 minutes.

Lesson:  Low prices get the customers once. Wowing them keeps them for life.

P.S. Thank you, Beth Young!

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