So many businesses try and connect with customers and do all the right things to create a good experience. They invest in training, upgrade facilities, listen to customers feedback.

Yet it is the little things which can just turn people off. It's what I call the final 5%. The last little things which stops you from being a great customer service experience, and leaves you in the 'just another average player' category. Attention to detail is one way of looking at it - but really it is a focus on how the customer percieves your efforts. Let me show your team how the final 5% can make a massive difference to how the customers embrace you - or reject you. Email me now!