CHAPTER NINE
CREATING EVANGELISTS
If I had asked my customers what they wanted, they would have said a faster horse.
I remember the first time I heard boutique hotelier Bill Kimpton say he was in the business of “selling sleep.” Bill was a bit of an idol of mine. In 1981, in his mid-forties, he departed from his stuffed-shirt investment banking life and started what was originally called Kimco, then the Kimpton Group, and ultimately just Kimpton. Kimpton has been a worthy competitor for us to benchmark ourselves against, especially since they’re the only hotelier in the world that operates more boutique hotels ...
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