when touchpoints become pushpoints

hotels are one of those product categories that have their audience captive, so it's always nice to see a brand take advantage by offering a positive experience at all touchpoints. on a recent trip, i stayed in a residence inn and a best western (because i deserve nice things). at residence inn, even the "do not disturb" sign seemed inviting. best western? not so much. a quick comparison of the keycards will say it all.

with residence inn, the brand look and voice continue.

with best western, it looks like we were unsuspecting guests who wandered into the firing range of a cross-promotion. ouch.

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