So, this is it. My year (closer to 11 months, but who's counting) is up. Looking back, all I can say is what a year it's been—both personally and professionally.

But first I would like to thank Travel Research Online for asking me to do this series. I can't say it's been easy - but it has definitely been worth it. You would think writing to a deadline would be a piece of cake, given the way we have to hit deadlines every day in our business. It's not. The fact is, sometimes you just don't feel it. On the other hand, sometimes you do. It's amazing how many times, among all the other random thoughts going through my head, I have said to myself: "I…

68% – I want you to remember that customers will come and customers will go. They will enter your life and depart at different times. You can think of this as the "customer cycle of contribution". The fact is when customers choose to part company with you, they do so, more often than not, for a reason. And the reason, more often than not, is not the reason you think it is. 68% of the customers you lose will not be leaving because of something you did. They will be leaving because of something you did not do. 68% of lost customers choose to buzz-off simply because they feel you don’t care about them. Think about this and then do something about this. This percentage…