The Library.

Delivering a great customer experience depends on more than just processes and technology. It starts with the people who interact with customers every day. When employees clearly understand the purpose behind their work, they connect more deeply with their roles and deliver service that truly resonates. This connection transforms routine tasks into meaningful actions that build trust, loyalty, and satisfaction.

I used to be an avid marathon runner. For over a decade, averaging 100 miles of training each week, I came to know every public toilet within a 15-mile radius of my home. Anyone who has “enjoyed” such a regime understands that these facilities aren’t a luxury—they’re a necessity.

Let’s be honest—customer expectations aren’t just rising. They’re accelerating. What delights today will be table stakes tomorrow. By 2026, the gap between brands that “get it” and those that don’t will widen into a chasm.

If you have a bad meal, of course you should complain. Complaining feels natural. When things go wrong, it’s normal to voice frustration. But is there a potential downside to this? Is it possible that constant complaining breeds a mindset that finds it so easy to complain you end up being grumpy with everyone.

We buy insurance for one reason: peace of mind. We pay our premiums year after year, trusting that if the worst happens, a safety net will be there. But what happens when that net vanishes the moment you need it?

In my last blog, I explored how some large companies treat customers as nothing more than account numbers — faceless entries on a balance sheet. Ironically, while reflecting on that topic, I began reading No More Tears: The Dark Secrets of Johnson & Johnson by Gardiner Harris

I have a friend who is a true car enthusiast. He doesn't just drive his cars; he cherishes them. So, when he bought a Tesla six years ago, it was a match made in heaven.

We’ve all experienced poor customer service. The lingering frustration, however, isn't just about wasted time or a minor hassle. At its core, what truly upsets us is a sense of injustice.