On Mad Money last night Cramer talked to Danny Meyer who is a big time restaurateur and author of a new book titled Setting the Table: The Transforming Power of Hospitality in Business where he emphasizes that delivering service is no longer enough to make a business great. Everyone says they deliver great service, every customer expects great customer service. Great customer service is no longer remarkable and no longer enough to succeed in business.
The answer is now hospitality. How you are able to make the customer feel. How hospitable you are at every point in the transaction with you customer is what determines if you win or if you lose.
I think its a great way to look at how to differentiate yourself in a world where everyone is screaming service. To get beyond is to be hospitable.
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