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“We really work hard to make sure we have a platform that allows us to deliver on the customer experience,” says Tammy Lucas VP, marketing & advertising, Best Western Hotels & Resorts, “but really at the end of the day we believe in old-fashioned customer service, which is the face-to-face execution at the hotel when a guest comes in and stays with us. They’re looking for a hotel. They’re looking for a home away from home.”
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