By admin | September 10, 2014 | 0 Comment
Inevitably, all organisations have a tendency to atrophy over time, becoming increasingly focused on internal vested interests and ways of operating and less and less attuned to the ongoing interests and needs of their customers. Customers become regarded as necessary but irritating encumbrances to an otherwise well-oiled machine; that is until they begin to vote with their feet.
As private individuals, we are all acutely aware of what differentiates an abysmal and excellent service. An exemplary service experience is defined by the quality and frequency of customer communication; it makes you, as the critical beneficiary of the enterprise’s endeavours, feel emboldened to become a repeat service user and to tell everybody you know about your favourable experiences.