Devoted to customer service and the principles of exceptional customer services

I happened across Jeffrey Katz's blog, the founding CEO and Chairman of Orbitz.com.  He asks this question:

"Does customer service matter in the travel arranging business?"

He then goes on to talk about how the big online agencies (i.e. Travelocity, Orbitz, and Expedia) are strategizing to differentiate themselves from each other.  I've never used any of these companies to make travel arrangements, so I can't attest to any of their services. 

Mr. Katz does say that the strategies are good ones... "But, at the end of the day, best price remains the all powerful factor for so many customers, that it's unclear to me where this goes."

Customers really do care about the service that they receive.  Although most do shop on price, they still do expect to receive great service no matter what price they pay.