"While staying at the Palace Hotel in San Francisco this spring, Mark Hurst was
annoyed when he learned that it charged guests $2 to make a toll-free call and $1.50 for a local call. As an Internet consultant who specializes in improving the 'customer experience' of corporate and commercial Web sites, he found the charges akin to getting a dead fish on his pillow. When he vented his annoyance in a weekly e-mail newsletter he publishes that deals with a range of consumer experiences, he struck a chord with readers."
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