In 6 mins all of the things that have ever frustrated you with hotels

There is an excellent blog posting on Futurelab, by Alain Thys, about customer experience. He features a video by Patrick Dixon who gives a monologue about all that is wrong with Hotels. Very funny and very accurate. Well worth watching. 


Now if you overlay on top all of the things that Patrick says another level of frustration that comes from being older with poor sight, mobility and hearing then you really do have problems. 


The point is makes, over and over again, is that for most of the time designers and marketers do things to please themselves and if that happens to coincide with what the customer wants then all the better. Most of the time it doesn't. Dick Stroud