I had an experience today which:
– Was contrary to popular opinion/my expectations;
– Highlighted my Rule of 99:1.
Customer Experience, as I’ve said many times before, is about every interaction between an organisation/business and those it serves/its customers. I first conceived the Rule of 99:1 when I was the newly-appointed, Head of Retail and Admissions at the Tower of London, the most popular heritage attraction in the UK…