The Problem With Transactional Thinking
Bain & Co. recently pushed this out.
Now this does a great job of explaining the transactional ecosystem for retailers (including restaurants and hotels which aren’t really retail businesses but operators run them like they are) but staying inside this ecosystem forces you to compete on commodity terms such as price and frequency. No personalization. No value add. And no relationship building here.
It highlights the difference between just service and Hospitality as I did here.
It’s a good model for the technical side of doing business but it’s not great for Hospitality.