We write two blogs – the first on customer-centricity because that’s our passion and specialist discipline; the second on life and work in the 21st Century because we are deeply interested in how we can all make working work for everyone.
Why is it that even very satisfied customers can leave after just one poor experience?
Why don’t they hold the good experiences on account?
It is through adversity that character is shown – Your customer is expecting you to be good, to deliver what you have promised. Meeting basic expectations gains you habit not necessarily credit. How you handle the situation...