The Relationship Revolution: Closing the Customer Promise Gap

Acknowledgements ix

Introduction: Customers for Life…Priceless 1

1 The Search for Unique Value 13

2 The Collapse of Trust and Confidence 33

3 Closing the Promise Gap 47

4 Customers in Control, Forever 65

5 Get Closer, Get Smarter, Get Ready 87

6 Building a Common Purpose 103

7 Talent, as Precious as Oil 117

8 The Virtuoso Way: How One-to-One Relationships Revolutionised Luxury Travel 133

Epilogue: The Time is Now! 147

Index 151