I am in IESE’s Aula Magna in Barcelona with the EMBA class of 2011. Sebastian Escarrer, Vice President of Sol Melia (they have 300 hotels with 35,000 employees in 30 countries) is speaking to the group about the challenges facing family businesses, and business leaders in the current times.
One slide that I found of great interest was information from Sol Melia on why their customers stop using their hotels:
- 1% Death
- 3% Move
- 5% Influence of friends
- 9% Switch to the Competition
- 14% Dissatisfaction with product
- 68% Feel they have been treated with indifference by company employees.