In this fast-changing world of smart, increasingly demanding and dis-loyal customers and the ubiquitous digital devices they and we all enjoy, one thing is clear – the entire relationship between customers and the companies that wish to serve them has changed.
It used to be that when bad experiences happened, customers would give you some leeway. Not anymore; now they’ll just walk away – and do so in ever increasing numbers. Today, the vast majority of customers say they’ll dump a brand....