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Latest Viewpoint

Retention is improving. Commitment is not. The industry is celebrating the wrong number.

By Colin Kingsmill

Expert Views (5)

I've long been a believer in the model - Happy Staff-Happy Guest- Profitable Business.My personal view is that this is where the real solution lies. As an industry we are reasonably good at measuring things. Although I don't believe we are as good as measuring the right things together.

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