Comes down to motivation

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Editor;

Re: People will complain a lot more than compliment (PM Mailbag Friday, 01 November 2013) – It comes down to motivation. Customers spend good money to stay at a hotel. If they have a good experience for their money, they are satisfied and owe you nothing. Hotels that under deliver create a motivation for consumers to complain. Elevating loyalty programs to reward customers for their purchases and their social influence is a natural way to motivate positive reviews and drive incremental purchases.

Andrew Ward