There's no other real life indicator of how important customer satisfaction is, than in the hospitality industry.
It's almost guaranteed; a satisfied customer in your restaurant or hotel is likely never to forget the warm, fuzzy and happy feeling that comes with superior customer service - almost always ensuring that 100% customer loyalty that most businesses strive for.
And it is cases like the ones noted in this insightful article by By Bill Huigens of HVS Hotel Management an independent third-party management service company, that make me wonder how such a simple equation can keep businesses wondering where they went wrong.
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