There’s a lot of talk these days about the emergence of quantitative analytics and new opportunities to be found in huge sets of raw data. Massive number crunching certainly is a part of our demographic present and future, but for businesses that stake success on one-off customer service, qualitative analysis will always come first.

Nowhere is this more evident than in the hospitality and entertainment industries, where customers quickly come to associate certain brands and facilities with a superior experience. Gaylord Entertainment Company is a leading hospitality and event-planning provider that operates four hotels, each with 1,400 to 2,900 rooms. The latest, Gaylord’s 2,000-room National Resort & Convention Facility, opened near Washington, D.C. just months ago. Gaylord maintains other core assets including the Ryman Auditorium in Nashville and the Grand Ole Opry.

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