Parable of the bungled baggage.

Customers remember the best and the worst.

When you absolutely “nail” it, they remember, and when you absolutely “stuff” it, they also remember, but guess which one they remember when you do both.

The parable of the bungled baggage, and variations of it is a story often used to illustrate the point, a small or seemingly unrelated factor  can undo all the good work that goes  into a customer interaction, so watch for the small things, and focus manically on what Jan Carlzon calls on the “Moments of Truth”  those times when there is a direct contact between your front line of customer service, and your customer, after all, without customers, there is not much else.

About strategyaudit

StrategyAudit is a boutique strategy and marketing consultancy concentrating on the challenges of the medium sized manufacturing businesses that make up the backbone of our economy. The particular focus is on their strategic and marketing development. as well as the business and operational efficiency improvements necessary for day to day commercial survival. We not only give advice, we go down "into the weeds" to ensure and enable implementation.
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