Designing the Customer Experience

I've been doing more travel recently. And I can in all honesty say that there is plenty of room left for improving customer experience in the travel industry -- airlines, hotels, car services, even airports. Since there is no guaranteed security, we should stop pretending that if we treat people poorly, all will be well.
Author: Valeria Maltoni
http://www.conversationagent.com/2010/11/designing-the-customer-experience.html