Abstract
We were running a series of 15 executive educational events for one of the world’s leading banks, using a four-star hotel in central London. I was the opening speaker on the first day. After the second event, we noticed a number of delegates were arriving late for the opening. Upon investigation, it was due to the poor service at breakfast. So the following day I decided to investigate.
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© 2007 Colin Shaw
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Shaw, C. (2007). The Destroying Cluster. In: The DNA of Customer Experience. Palgrave Macmillan, London. https://doi.org/10.1057/9780230210813_4
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DOI: https://doi.org/10.1057/9780230210813_4
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-35237-1
Online ISBN: 978-0-230-21081-3
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