A FEW MONTHS AGO, I bought two eggplants at my local grocery. Upon getting home, I peeled and sliced into them, and I found that both were brown and yucky in the middle. I took one large unsliced half of each back to the store’s service desk, casually said, “I got two eggplants and they were bad; can I get two more?” and started for the produce area. The service counter rep stopped me and said, “Sir, I see only one eggplant.” I asked if she were questioning my honesty, and she said, “I’m only saying that I see only one eggplant!” I had to return all the pieces of both eggplants in order to get replacements. Compare this to the New York Richard ...
Get Customer Experience 3.0 now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
