This incongruity represents a one-way street: Fanatical customer service—service that SUCS—can help compensate for shortcomings, but fanatical features cannot compensate for poor customer service, or poor human interaction. The Venetian’s floor could have been made of solid gold. It wouldn’t have mattered. Nothing overcomes poor human experiences! You could own the best hotel located on the best beach, but if customers are treated like inconveniences and requests go unanswered, they won’t return. Exponential business growth is fueled by fanatical customer service, and your frontline employees
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