A delayed train in Switzerland, and the response of staff, show how an understanding of a customer’s emotions is as important as delivering on the promised function.
Through the deluge of emails from corporate CEO’s, one thing has become clear – the best businesses put humanity first.
‘Ladies and Gentlemen, I’m sorry to inform you that we’ve run out of quiche. I repeat, there will be NO quiche available from the buffet car for the duration of this journey.’
And people wonder why we should re-nationalise the railways.
What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers
‘Mummy, I heard a noise’
Not this again. When Steve’s at home, she sleeps like a log. But when I want to get a good night’s sleep? There’s always something.
Telling people what your brand will deliver is important. But delivering it is even more so.
How to achieve happiness in life and work? Start by reading this psychological bible from the nineties…
Complaints aren’t a gift. They’re a massive inconvenience for everyone involved.