Irish Independent - Business Week - - FRONT PAGE -

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.

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