THIS has been a problem for ever.
I can remember some of my managers in Superquinn making exactly the same comment 30 years ago. The challenge is, that as the business progresses, customer expectations grow.
In the first instance, the expectation is that their experience will be trouble-free and without any problems.
In today’s environment that is achieved in the majority of cases as most businesses have worked hard to deliver a flawless experience.
Customers have now got so used to that, that when something does go wrong, they tend to react in a very firm way.