Customer focus keeps travel firms on course
The Austin-Lehman Adventures travel firm has developed a business strategy to set themselves apart from other companies at a time when the travel industry is struggling. The strategy involves increasing employee perks in order to achieve a more committed workforce. Increasing employee benefits has taken the form of better retirement and health insurance benefits in addition to involving employees in decision-making. As a result, employees tend to stay with the company longer and customers are very satisfied with the level of service that they receive.
See Ann Meyer, Chicago Tribune, July 6, 2003