Why customers crave certainty

Eliminate the unknown if you want to create a truly satisfying customer experience, says John Sills.

by John Sills

In hindsight, our waitress was excellent.

She smiled. She saw us to our table and introduced herself by name. The drinks arrived quickly. And as I placed the just-empty glass on the table, she was there immediately, ready to offer a top-up.

But when it came to ordering the food, she did that thing.

Sign in to continue

Sign in

Trouble signing in?

Reset password: Click here

Email: mtsupport@haymarket.com

Call: 020 8267 8121

Register

FREE

  • Up to 4 free articles a month
  • Free email bulletins

Register Now

Become a subscriber

From £66 a quarter

  • Full access to managementtoday.co.uk
  • Exclusive event discounts
  • Management Today's print magazine
  • Plus lots more, including our State of the Industry Report.

Choose a Package