Customers want experiences.

"My customers want special extras, like upgrades, free limo pickup, fruit baskets and champagne," Katrin said as-a-matter-of-factly.

No longer do customers buy merely for functional use but also for the experiences created during the purchase and service.

It is time to get our act together - goods, and services are no longer enough. Customers now want experiences and they are willing to pay for them, and only those of us who truly engage our guests will succeed.
from left: Bunny, Summer, Shirley, Long