Monthly Archives: February 2014

Can a brand deliver the human touch without the human touch?

Every now and then, you come across a service brand which delivers a brilliant experience – one that you want to share. I had such an experience recently at a Citizen M hotel.

This small but rapidly expanding boutique hotel chain was founded in Holland by Rattan Chadha, the man behind the Mexx Clothing company. It was designed with a new breed of global traveller in mind, highly aspirational, yet price conscious.

What makes the Citizen M experience such an interesting one is that it delivers a seamless service experience that feels really intimate and personal, while being technology driven. I found myself so intrigued as to how a hotel experience, which is typically people-led, could make me feel so good despite the low dependency on human beings to deliver it.

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