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are some customers more equal than others推荐.pdf

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are some customers more equal than others推荐

HBR CAS E S T UD Y A ND C OM M E NT ARY Should Paradise Are Some Customers offer different levels of service? More Equal than Four commentators offer Others? expert advice. by Paul F. Nunes and Brian A. Johnson • Reprint R0110A Jill Hoover’s company had always sold the same experience to its theme park customers for the same price. Would offering a preferred guest card ruin the business—or save it? HBR CAS E S T UD Y Are Some Customers More Equal than Others? by Paul F. Nunes and Brian A. Johnson . D E Jill Hoover grinned as the sound of children’s Nathan jumped on the opportunity to score V R E S screams filled the air around her. “Could you a point. “See? This is what I mean,” he said. E R S please repeat that, Bill?” she called out to the “Some people just can’t deal with lines. Give T H G I park manager, who was explaining the sophisti- ’em the option not to, a