| Using Technology to Meet Customer's Desires | May 19, 2008 |
Chip Conley
|
Joie de Vivre Hospitality |
Negotiation Course |
| Views: 1181 |
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| Video 6 of 9 from this talk |
- 03:25Rediscovering Psych 101 During a Time of Crisis
- 03:16Using Maslow's Hierarchy of Needs to Redesign a Business Plan
- 03:17Using Training to Instill a Sense of Purpose
- 06:05Increasing Self-worth of Employees
- 02:01Efficient markets - Great for Customers, Tough on Business
- 04:01Using Technology to Meet Customer's Desires
- 04:06Using Website Innovations to Meet Unrecognized Needs
- 03:01Dealing With Complaints
- 03:47How to Give Bad News to Investors During Difficult Times
Description
Though Expedia was able to address the base of Maslow's pyramid, they did not address the customer's higher needs. Using technology, Conley's company was able to meet customer desires by tracking customer preferences in much the same way that Amazon and Netflix do. Upping the ante, Joie de Vivre went on to meet the customer's unrecognized needs by giving each hotel its own unique personality.
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