Priceless: Beyond Customer Care to Customer Delight

Cora Tyler works at the Hotel Metronome in San Francisco, and she’s always seeking to learn new things.

A chance meeting on a train with an employee at a hotel in New York City, Ari, gives her the chance to share her business insights. Their lively discussion gets them both thinking about delivering excellent customer service.

While Cora makes it point to focus on details such as remembering the names of guests, Ari admits that he usually can’t even pronounce their names. Unlike Cora, the m...