The Hilton cookie story!
Did you know about the Hilton cookie story! Hilton’s DoubleTree check‑in cookie is a masterclass in low‑cost, high‑impact service design: a warm, freshly baked chocolate‑chip cookie handed to every arriving guest that transforms a functional moment into a memorable welcome. Rory Sutherland highlights how finance teams tried to cut the “cookie cost,” yet its emotional […]
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