Metrics
This fairly recent obsession with metrics is driving business people insane.
I just finished watching a video about all the ways hotels are trying to save money by, among other things, removing desks and incentivizing guests to work at the bar. These decisions are, of course, driven by metrics like “GSS” and “ITR,” whatever the f@*k those are.
I don't care what the numbers say. Nobody wants this, and it's going to put these hotels out of business when competitors realize they can steal disenchanted customers by actually providing something good. Show me the metric that disproves that.