Page 54 - Delivering Authentic Customer Experiences
P. 54

Principle 3                                                           Delivering Authentic Customer Experiences



            needs, although not rated as having particularly high importance
            by  the  customer,  are  still  shown  to  have  significant  impact  on
            overall  customer  satisfaction.  They  should  therefore  be
            recognised as potential areas of opportunity.


            Consider this…
                •  Which service basics are you failing to meet?
















































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