So it isn’t just me. I hate it when you go to a hotel, restaurant or the office and find that they’ve cut back on something and “forgotten” to tell me.

“In my mind, a brand is built on a historic value proposition that builds a certain loyalty. If you start messing with the perceived benefits, those adjustments can’t do anything but hurt the long-term interest of the business. I understand the need to be frugal, but I wish decision-makers had a better sense of what matters in the customers’ eyes.” 
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