The other day James was complaining about poor connectivity to his friends, and his friends seemed to experience the same problem. But what was remarkable about the whole discussion was that everyone facing the connectivity issue was more apprehensive about the call they made to the company to complain.

The retail sector is at the top of the ladder of Customer Experience, but is that really good news? Because we’ve always heard that the only way after the top is going down. I’d say – let’s stop believing the old-school, and instead of going down with those words, let’s add another rung to our ladder, and step up!