Tag Archive: Perception

How to Give Your Customers an Upgrade – For Peanuts

At my hotel this week I genuinely experienced “The Most Unbelievable Upgrade Yet”; just not in the way they meant! I’d suggest that almost any Customer Experience can be upgraded, and not expensively.

Trust and Thomas Cook

The news that Thomas Cook has donated £1.5m to Unicef in connection with the deaths of two children during one of its package holidays in 2006 may abate the media storm surrounding the company. On the other hand, the cost to its reputation over the past nine years is incalculable.