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“Customer Experience is not just about

passion. It is about profitable results.”

~Lior Arussy

New Article: How To Destroy A Legendary Brand Through Awful Customer Experience – The Legendary Luxury Hotel in NYC Story

Posted: Jan 08, 2013 by Lior Arussy

Excerpt: If you are looking for the CliffNotes version of this story it is quite simple – lean on your great heritage and cut costs at your guests’ expense.

I am writing this article not with the purpose of blame and shame and therefore refrain from mentioning the actual hotel’s name.

To view the full article, click here.