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Do You Really Need New Customers? -What Hospitality Businesses Can Learn from Retail - By Ragsdale Hendrie
Many in the Hospitality Industry felt they knew everything about the Customer Experience. Even the very definition of Hospitality percolated with terms like care, attention, excitement, relaxation, special, nourishment for the body, soul and spirit all oriented to that special cachet, which was ours alone. And, others started to borrow on our expertise, particularly with an emphasis on Customer Service. However, we still owned the distinction, and it rang throughout our Brands. ...more
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