Every restaurant has one, every shop has one, every plane, every website, every customer experience. It’s the place where customers, their issues and requirements simply aren’t seen.
One of my favourite restaurants is Caffe Vivo in Newcastle. It’s close to home, the food is amazing and the service is magic. We’ve been many times with family, friends and on business. We have never been disappointed.
Then one day a funny thing happened. We sat down for a meal and browsed the menu. With our mouths watering we were ready to order. And we waited … and waited … and, because I’m not very good at waiting, I did a slightly embarrassing wave before our ...
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