The Doorman Fallacy: How Automation-Obsessed Marketers Fail Customers And The Bottom Line

During the 1980s consultants recommended luxury hotels could save money and increase profits by firing their doorman. They figured by installing automatic and revolving doors that hotel guests could let themselves into the buildings, ultimately absolving the need for a front doorman. Seems rational, right? However, this move didn’t increase hotel profits––it lost them money. …