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  • Writer's pictureEd Schwitzky


From sitting in on 14 presentations and panel discussions at The Hospitality Show, also talking with colleagues who attended HSMAI’s Commercial Strategy Week, everyone is looking for ROI.

But why? When we know what matters most is Winning and Delighting prospects and customers. In other words, direct, intentional, meaningful engagement.

Same around Recruiting and Retaining associates and employees.

Why? Because happy workers are the conduit to happy customers.

While Winning and Delighting customers leads to revenue and profit…truly sustainable ROI.

As well as jobs, raises, and promotions.

Whereas the operator whose #1 priority is ROI attempts to navigate a long and uncertain path.

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