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I’m listening…

Years ago, I sat next to an executive on a flight home to Denver. When he learned that I worked for Marriott, he mentioned that

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A matter of trust

This post is the sixth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe

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Good timber

According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared

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Your opinion matters

Is it me or do you find that merchants are constantly asking you to “take five minutes” and “tell us how we’re doing” by responding

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