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Steve

Manage customer perception

Increasingly, travelers are reading hotel reviews before deciding where to spend their travel dollars. Research suggests that the average person reads about seven reviews before

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Unintended consequences

As a customer, do you ever experience a negative unintended consequence of an action that was designed to enhance the customer experience? Perhaps the bar’s

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Blind

In 1997 I heard Dr. Chip Bell speak on the topic of customer service. My most vivid memory from his talk was a question he

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