The Branding Game

Call it about time, but hotel companies are mastering brand refinement

Lodging Magazine, October 6, 2006 — When Jean Thomas switched industries in 2002, leaving Kraft Foods for the Cendant Hotel Group, her first impression of lodging was the depth and breadth of customer information—most of it freely given up at check-in and check-out. Her second impression was how little of that information explained why customers did what they did.

Hotels go to the matresses†

Wall Street Journal, January 25, 2005 — Marriott is Latest to Make Huge Bet on Better Bedding; A Pledge to Wash the Covers