The airline industry faces many challenges, from a growing number of low cost challengers to fluctuating fuel prices, but major carriers have always differentiated themselves with a high quality ...

When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. With a strong emphasis on hospitality, hotels have mastered the art of creating a ...

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In previous columns I have described how the components of overall responsiveness, knowledge and empathy are three of the four main components of an excellent customer service experience. Enjoy ...