Column: Displaying familiarity wins clients' trust

02/25/2013 | eHotelier.com

Taking steps to recognize and greet repeat guests helps display a hotel's "humanity" and could help earn their customers' trust, Don Peppers writes. "[I]t really doesn't require a high degree of technology or an overly complex set of processes. It might involve something as simple as taking a customer's picture, or even counting license plates," Peppers writes.

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