Blowing Up the Box

My new book, Blowing Up the Box: Disrupting the Customer Experience, came out a few weeks ago. In honor of this, I’m starting a video series where each month I’ll highlight a brand that is thinking differently and really “blowing up the box” on their customer experience.

First up: Hilton Hotels. You probably think of Hilton as a destination for a vacation or business trip. But in 2020, traveling has slowed and the number of people working from home is breaking records, so Hilton is shaking things up with WorkSpaces by Hilton.

As usual, Hilton is offering customers hotel rooms – but this time, the Hilton isn’t just a place to sleep but a quiet place to work. It’s perfect for anyone who is going crazy working from home (and if this isn’t you, consider yourself lucky). WorkSpaces by Hilton offers guests an office-quality chair, WiFi, and use of many hotel amenities – without requiring an overnight stay. You can make a reservation at your local property and even get your Hilton Honors points. This is the very definition of blowing up the box.


November 17, 2020


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