
The details make a difference,...
Do all staff understand their role in creating a brand image? Product delivery and presentation are where the details really do make a difference. When a company prides itself on service, every aspect of the customer experience should reflect that. Recently, on an international flight, I was completely shocked at the state of the cabin upon boarding. The seat pockets were empty except for a badly damaged safety card, No in-flight magazine, no waste bag, nothing. The floor was