what happens when the brand’s frontline doesn’t deliver – and why we should be bothered

The last couple of weeks for me have been about contrasts in customer service.  And they’ve all been frontline contact, whether face to face or on the phone. Take Holiday Inn Express.  Their website promises an improved experience with “Real Service. Really.”  But trying to book a meeting room and couple of bedrooms was more … Continue reading what happens when the brand’s frontline doesn’t deliver – and why we should be bothered