ATLANTA - Enhancing the customer experience in order to generate contract renewals was the theme that seemed to dominatethe June 27-30 Association of Luxury Suite Directors (ALSD) conference in Atlanta, which drew about 650 participants, but Karen McElroy Hunter is taking a different tack: "Education, education, education!" has become her mantra. "That's the name of the game," she said.

Hunter, a principal with The Mission Group, was a guest speaker at a Customer Service seminar tha...

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