Accor wins the human category

Best Customer Service — Hotels, Europe & Africa · ALL – Accor Live Limitless

ALL wins Best Customer Service.

This may be the most impressive piece of Accor’s sweep.

Points systems are centralized.

Customer service isn’t.

It happens at thousands of hotels, across dozens of brands, in scores of countries and languages.

The loyalty program can make promises.

Ultimately a person at a hotel has to keep them.

Accor’s scale makes consistency difficult.

Yet enough members experienced enough good interactions to put ALL at the top.

That says something.

Loyalty technology keeps becoming more sophisticated.

Artificial intelligence will undoubtedly become part of it.

Apps will improve.

Automation will improve.

But when your room isn’t ready at midnight, the most important technology in the hotel remains:

A competent human being.

Freddie voters agree.