Cover
In an era of tightening margins, increasing technology and nonstop frustrations, just what should customers and companies expect from each other these days? Peter Gurney and Lisa Goodman shed some light on deeply cherished myths about service, loyalty and economics.
Features
Nichole Bernier gives a refresher course on the many-splendored side bets of golf.
As companies increasingly turn to offshore call centers to service their customers, plenty of new questions emerge. For instance, do they care more in Bangalore? By Michael Mulvagh
Not even the SARS virus can keep a great town down. Hilary Davidson takes you on a tour.
Missed connections, lost luggage and rental car breakdowns happen. Brendan Coffey explains how to be your own best advocate when all else fails.
There’s a different kind of gold rush going on in the Gulf. Marcus Webb provides an introduction to this thoroughly modern Mecca.
Columns
Want better service? Start by being a better customer.
America’s reigning mileage guru shows you how to work the system.
Selling by Anne Miller
Metaphors can be a salesperson’s best friend.
How to get proactive about customer service.
Further proof that good things do indeed come in very small packages.
Departments
A new terminal in Boston, ancient artifacts at Heathrow and Prada perfume in your gift bag.
John Guidon of Row 44 is getting a new network off the ground.
Not in the mood to dine alone? We’ve saved you a seat at the community table.
What the well-dressed wrist is wearing these days.
The globetrotting life of a NetJets pilot.
Before You Go
How long have you been waiting for this?