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Using Technology to Meet Customer's Desires May 19, 2008
Chip Conley    |   Joie de Vivre Hospitality
Negotiation Course
Description
Though Expedia was able to address the base of Maslow's pyramid, they did not address the customer's higher needs.  Using technology, Conley's company was able to meet customer desires by tracking customer preferences in much the same way that Amazon and Netflix do.  Upping the ante, Joie de Vivre went on to meet the customer's unrecognized needs by giving each hotel its own unique personality.

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