Think it's an Ogilvy quote - good marketing makes bad products fail faster. What's a challenge for folks like us is convincing TPTB that we're the ones who can use Communications (hello PR!) to talk to customers, to fix the problems AND find the opportunities; which then will fix the brand experience, then give us something worth talking about. Hotels are in that position to read all that free feedback on Yelp, TripAdvisor; I know I leave my 2 cents all the time. Shame these brands don't always invest in doing more than just being seen responding to those comments. FWIW.