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For the Charles Hotel and Bose guest satisfaction drives the bottom line
In its continual quest to be the leader in guest satisfaction and loyalty, the Charles Hotel continuously searches for
new ways to delight its guests. Bose continually explores news ways for consumers to experience its innovative Wave Radio
The synergy
Using Practical Strategic Planning techniques, Bose and the Charles Hotel realized that placing Wave Radios in hotel
guest rooms, in lieu of the traditional $17 radio, would delight guests, creating repeat business for the Charles and new
customers for Bose. The question was how this added cost would impact the hotel's bottom line.
The Charles and Bose devised an experiment that would quantify the profitability of replacing conventional clock radios
with the Bose Wave Radio in guest rooms.
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"In my 20 years in Hotel Managment, no other amenity has received such unsolicited positive feedback from guests
as the Bose Wave Radio in guest rooms" Brian Fitzgerald, GM, Charles Hotel, Cambridge,
MA.
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A huge success!
The experiment quantified such a significant
ROI that the Charles Hotel quickly equipped every guest room with a Bose Wave Radio. In addition, Bose Corporation decided to develop a special variant of the radio for hotels that electronically connected the radio to the hotel's property management system so guests
could order the radio for home delivery and have it charged to their room bill....
all with push of one button!
With over 700,000 first class hotel rooms in North America it is
easy to see how Practical Strategic Planning can open new business channels and make the bottom line sing by connecting
strategies and customer needs in new and profitable ways.
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