Monday, January 28, 2013

One lousy touch point destroys the entire customer experience

One unsmiling flight attendant, one lonely french fry on the floor, one hair left in the hotel bathtub…

one lousy little snag in an otherwise perfectly planned and carefully choreographed system is all it takes to collapse the entire enterprise into mediocrity.  Whether you are paying millions of dollars in advertising to attract frequent flyers, or staffing the cash register at your own boutique, the experience you provide customers is a layered house of cards.  One little puff of ill wind sends your entire creation crashing down on itself