Consumer championing can sour one’s view of the world. My inbox tells of a world of fraud and incompetence; of persecution and gaslighting. Customer satisfaction is at its lowest ebb since 2015, according to a survey released last week by the Institute of Customer Service, as companies slash budgets.
Now and then, though, there are tiny sparks of light. These are the firms who go beyond the call of duty to cherish a customer.
