The Destroying Cluster

Colin Shaw

Chapter 4 in The DNA of Customer Experience, 2007, pp 42-66 from Palgrave Macmillan

Abstract: Abstract We were running a series of 15 executive educational events for one of the world’s leading banks, using a four-star hotel in central London. I was the opening speaker on the first day. After the second event, we noticed a number of delegates were arriving late for the opening. Upon investigation, it was due to the poor service at breakfast. So the following day I decided to investigate.

Keywords: Customer Experience; Emotional Signature; Front Desk; Room Number; Client Experience (search for similar items in EconPapers)
Date: 2007
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-21081-3_4

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DOI: 10.1057/9780230210813_4

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