Column: An honest internal review is key to differentiation

09/3/2013 | Travel Research Online

Travel agents need to look at their business with an honest, critical eye to really gauge how successful they are in differentiating themselves from the competition, John Frenaye writes. "You don't want satisfied customers, you want wowed customers! Focus on the value you bring to your client's experience which could include dollars, experiences, services and more," Frenaye writes.

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