Some Musings on Customer Experience: Bridging the Gap between Expectations and Reality

This month our Australian Managing Director Susan Wolfe returns to our newsletter to describe her recent difficulties in getting good customer service

There couldn’t be a more exciting time to be in our field. Never has there been such a discrepancy between what people expect as a customer and what they actually experience.

In the past few months, I’ve had more than my share of reasons to notice this. In the process of launching a new business, I’ve had to establish new telephone and broadband services, acquire a new internet domain and get email up and running, open a bank account, get a credit card, set up a post office box, take out business insurance, and start paying bills. Read more »