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Understand Your Customers

Posted by: Rod Kurtz on November 11, 2005

Focus relentlessly on customer experience. In my business that means the hotel-guest experience. I’ve taken what I’ve learned from guest feedback and codified it in design principles that govern everything from the size of signage to how many steps guests are willing to walk to the nearest loo. Big things like location and architecture are a given — it’s harder to figure out the little things, the subtleties.

Discover the things that are important to your customers, translate those into business principles, and live by them.

Stanley R. Castleton
DDRM Greatplace
Deer Valley, Utah

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