Isn’t "First Class" too costly?
In episode #38 we heard from Michael E. Gerber about his interesting visit to a hotel. In this week's episode  we will hear the same episode again, but this time we will examine it from a different perspective: Customer Experience

A fascinating study shows that:

• 80% of businesses claim that they provide good “customer service”.
• 8% of their clients agree.

How is it possible for companies to be so far off the mark?