On the other hand, hotels are innovating on improving the customer experience too.
The Hilton App is easier to use than their actual website. I am able to check-in and check-out without talking to anyone. I can use a digital key on my phone. They send me receipts automagically.
And thanks to consistent corporate standards, I know what to expect in a Hampton Inn vs. Homewood Suites vs. Conrad.
Getting a hotel has become less of a hassle, has less friction, and is more convenient. Oh, and the technology helps the chain as well.
If you disrupt an industry, you better hope your moat is big enough to ward off the entrenched business. Ridesharing might indeed kill the taxi, but there's no way AirBnb is going to defeat the hotel industry.
The Hilton App is easier to use than their actual website. I am able to check-in and check-out without talking to anyone. I can use a digital key on my phone. They send me receipts automagically.
And thanks to consistent corporate standards, I know what to expect in a Hampton Inn vs. Homewood Suites vs. Conrad.
Getting a hotel has become less of a hassle, has less friction, and is more convenient. Oh, and the technology helps the chain as well.
If you disrupt an industry, you better hope your moat is big enough to ward off the entrenched business. Ridesharing might indeed kill the taxi, but there's no way AirBnb is going to defeat the hotel industry.