Companies spend huge amounts of time and money stopping their people from being human – yet being human is exactly the thing that makes for a great customer experience
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
We’re in the midst of an epidemic of apology – and the result is that customers are losing respect for big companies.
Self-service checkouts, airport check-in, customer feedback requests… why is it so hard to be a customer nowadays?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
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If you want to keep up with your customers, stop delaying the inevitable and instead do something about it.