In an April 2009 interview with "Asian Hotel & Catering Times", Peter Steyn of Aha! Research talked with Zara Horner about Customer Satisfaction in the Asian hospitality industry."Taking full responsibility of client satisfaction and dissatisfaction is the trademark of a successful company", he told Zara. "When consumers of services are let down, serious damage can be done to the company's brand image. This is becoming more critical in the digital age as online word-of-mouth can spread dissatisfaction with the brand around the world to millions in a split second", he said.
"Every economic downtown is followed by economic prosperity. Now is the time to understand current and new customers to be well prepared from the economic recovery". Read the full article
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