Cover

Surviving Service

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

Let’s Make it Interesting

Nichole Bernier gives a refresher course on the many-splendored side bets of golf.

Good Morning, This Is Sanjay

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

Toronto Transformed

Not even the SARS virus can keep a great town down. Hilary Davidson takes you on a tour.

Dealing with Travel’s Travails

Missed connections, lost luggage and rental car breakdowns happen. Brendan Coffey explains how to be your own best advocate when all else fails.

Dubai

There’s a different kind of gold rush going on in the Gulf. Marcus Webb provides an introduction to this thoroughly modern Mecca.

Columns

A Mind to Travel by Terry Riley, Ph.D.

Want better service? Start by being a better customer.

Rewarding Travel by Randy Petersen

America’s reigning mileage guru shows you how to work the system.

Selling by Anne Miller

Metaphors can be a salesperson’s best friend.

Executive Coach by Karlin Sloan

How to get proactive about customer service.

Technology by Mike Langberg

Further proof that good things do indeed come in very small packages.

Departments

Short Cuts

A new terminal in Boston, ancient artifacts at Heathrow and Prada perfume in your gift bag.

Arrivals

John Guidon of Row 44 is getting a new network off the ground.

Itinerant Eater

Not in the mood to dine alone? We’ve saved you a seat at the community table.

Style

What the well-dressed wrist is wearing these days.

Inside Track

The globetrotting life of a NetJets pilot.

Before You Go

How long have you been waiting for this?