Hospitality, Travel & Transportation

  • Virtually Being There

    Royal Caribbean Cruises, Ltd. Creates an Online Onboard Experience

    by Ronni Marshak
    In an interview with Maria Polo Gonzalez, manager of e-marketing and distribution for Royal Caribbean Cruise Ltd., she describes how she and her team brought the onboard experience online.
    Sep. 7, 2006
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  • Establishing and Nurturing a Customer-Centric Culture

    Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)

    by Patricia Seybold
    How do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End.
    May. 5, 2005
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  • The Customer Revolution

    How to Thrive When Customers Are in Control

    by Patricia Seybold
    In The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.
    Jun. 1, 2001
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