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!