I’ve got eight seconds to decide whether I jump on that flight, or wait for the next available one nearly a full day later. In my mind, I’m scanning through my options, rapid-fire, like a spinning rolodex. Do I take that last seat, knowing the only reason it’s been offered to me is that I’m traveling alone? Or do… [Keep reading...]
As a consumer, I’m always pleased by the thoughtful little gestures and services provided by businesses who make customer satisfaction a top priority. The towels wrested into the shape of a heart or an animal to greet me on my hotel room bed. The complimentary hot breakfast buffets. The service with a smile. Those are the touches that make me a repeat customer and keep me coming back.
So why does it feel like customer satisfaction is a concept that’s going the way of the dinosaur?