“Each customer is like a tiny bundle of future cash flow with memory”
—DON PEPPERS AND MARTHA ROGERS,AUTHORS OF EXTREME TRUST
I was recently in Las Vegas for a conference, and I stayed at a hotel on the Strip that the conference organizer booked for me. A bell-man, let's call him John, was helping me find my room and set down my bags for me. The hotel lobby was disorganized and as we got on the elevator, the door made a creaking sound that made the bellman cringe. Although he didn't say anything directly to me, I could tell he was a bit apprehensive about showing me to the room. As soon as I entered the hotel room I could tell ...