In 1961, The Four Seasons opened its first hotel in Toronto. Since then, their name has become synonymous with one of a kind experiences. Isadore Sharp founded The Four Seasons with a big dream and no experience in the hotel industry. He, however, knew that the only way to approach his business was to look through the eyes of his customers. He imagined being the host, and his customers being his houseguests. And he learned what to build by asking such questions as; “What would the customers consider important? What will the customers recognize as value?” As a dreamer, he knew that if he provided great value, customers would unhesitatingly pay what they think it’s worth. That strategy today continues to distinguish The Four Seasons as the most respected hotel brand in the world. In his latest book – High-Tech, High-Touch Customer Service – Micah Solomon decodes the essence of great service and unveils the critical customer trends that will have the greatest impact on your business. Here’s how you can harness them…
