The Relationship Revolution: Closing the Customer Promise Gap

Acknowledgements. Introduction: Customers for Life...Priceless. 1 The Search for Unique Value. 2 The Collapse of Trust and Confi dence. 3 Closing the Promise Gap. 4 Customers in Control, Forever. 5 Get Closer, Get Smarter, Get Ready. 6 Building a Common Purpose. 7 Talent, as Precious as Oil. 8 The Virtuoso Way: How One-to-One Relationships Revolutionised Luxury Travel. Epilogue: The Time is Now! Index.