Part VIII. Building Customer Loyalty
In our hotel we frequently discuss the conversion of our first- or second-time visitors into "Customers for Life." We want to differentiate our service and personalized attention so much that customers will feel uncomfortable, or in the best case scenario, will be unable to defect to another hotel. Even if they do stay somewhere else, their experience will then begin to be consciously compared to the Four Seasons' experience. | ||
| --Tracy Mercer General Manager, Four Seasons Hotel Tokyo, Marunouchi | ||
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