Total customer experience

From Nicholas Bate’s acclaimed “Instant MBA (52 Brilliant Ideas)” , now free on Kindle in the UK (which means that Nicholas sees this as outreach, not product. One of his basic principles is to sell on value, not price.):

“Here’s the bottom line. To pull ahead in what’s known as the New World of Work, you must give your customers a powerful and positive and enlivening experience, one which is so good that they want to return.”

That experience doesn’t end when they walk out of your door. Here’s a harrowing example of how easy it is to turn a positive experience into a negative disaster.

Another of Bate’s principles is that sometimes, you should fire some of your customers.