Six Technology Rules to Boost Your Business

6. Don't "technologize" a bad business process.
I'm sure you run a very good business and do your best to manage its various processes. However, if some aspects aren't running as well and you think technology is the sole answer, you're wrong.

I was recently in Puerto Rico at the great Ritz Carlton Hotel. The entire experience was simply splendid. What most impressed me was the hotel's customer service, which is a huge part of the Ritz's culture. However, they also use technology to profile their guests and build a database of their likes and dislikes. What if the Ritz Carlton had employees that were rude, inconsiderate and nasty? The hotel would only be "technologizing" a bad business process.

They hire employees who love service and then use technology to manage and enhance the customer service experience.