Long experience has taught me that the crux of my fortunes is whether I can radiate good will toward my audience. There is only one way to do it and that is to feel it. You can fool the eyes and minds of the audience, but you cannot fool their hearts.
Howard Thurston Magician
‘Do you want to know the biggest leverage point for improving the quality of your customers’ experience?’
I was having an initial meeting with the general manager of a luxury hotel, and the subject of TripAdvisor ratings had come up. The site's user-generated reviews have a big influence on the hospitality industry, and one of his objectives was to get the hotel into the top 10 for his city. He told me about the obstacles ...