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Marriott is in good hands

When I received my first management position with Marriott in 1992, I worked for a general manager named Mark Conklin. Although Mark (as he preferred

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Customer equity

In his book, Customer Centricity: What It Is, What It Isn’t, and Why It Matters, Peter Fader, Professor of Marketing at the Wharton School of

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That little extra…

In today’s economy, consumers increasingly scrutinize the “value for price paid” of a product or service. While extraordinary customer service adds value, many service organizations

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Unique knowledge

The notion of unique knowledge was first brought to my attention by a colleague from Boston. John was quite interesting and I learned a lot

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Here, take my car.

The week before Christmas, I brought my car in for maintenance. The dealership offers both a waiting area as well as a shuttle service to

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Fat bill at Fatburger

Have you met anyone who enjoys being nickel-and-dimed? Do you know anyone who embraces unexpected add-on charges? Of course not. That’s because these business practices

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