What’s In Your Customer Rolodex?

It had been over two years since I had stayed at the downtown Chicago Marriott. I hardly recognized the lobby interior given their renovation since my last stay. But, the desk clerk assumed I had the memory of an elephant and said, “You stayed on the 31st floor on the West side last time you were here. Would you like a similar room on that same floor again?” I said, “Sure.” But to be completely honest nothing about my last stay was in my memory banks. I stay in hotels almost every week and th...