Where Friction Hides
The small things that shape experience.
Welcome to Issue No. 023 of Sojourn. An independent publication delivering strategic interpretation for leaders shaping the future of travel and hospitality.
I had a conversation recently with someone who’d just come back from a stay at a property they’d been looking forward to for months. The hotel was beautiful. The room was exactly what they’d hoped for. But when I asked how the overall experience was, the first thing they mentioned was the booking process. How clunky it felt. How the confirmation email read like terms and conditions. How they arrived slightly unsure of what to expect because nobody had really ‘communicated with them’ in the weeks between booking and arrival.
The stay was great. But it started in a ‘hole it had to climb out of’.