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Madigan Pratt
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Vijay,
Hotels that insist on charging for WiFi are losing more than they are gaining.
They can certainly count the how much revenue they earn by charging. What they will never determine is how many customers they lost because of the charge.
Based on the JD Power research on customer satisfaction they are losing more than they think.
Apple Core Hotels couldn't "offer value and comfort" in the heart of NYC if they charged for WiFi. I've stayed with you before and can attest that FREE WiFi does increase perception of value and customer satisfaction.
Like you, this is a subject near to my heart. Enjoy my blog post from last year. http://blog.madiganpratt.com/2010/09/08/how-long-will-it-be-before-wifi-is-free/. Americans and Europeans are of one mind when it comes to Free WiFi.
Commented Oct 31, 2011 on Fee-less Wi Fi: when giving away brings in more at New York Hospitality by Vijay Dandapani
Fee-less Wi Fi: when giving away brings in more
JD Power & Associate's latest survey of European hotels ranks the need for "reliable" and free internet as one of the top reasons for consumer satisfaction with internet connectivity or lack of being particularly critical for Gen X and Gen Y customers. Unsurprisingly, the survey found "complimen...
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