What’s in a Identify? A Lot If You Have to Enhance Buyer Satisfaction Ranges

Firms usually take a look at the big-ticket objects after they wish to enhance buyer satisfaction. Whereas that is implausible, the little issues additionally matter.

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The airport has an official greeting service for arriving passengers referred to as “Marhaba.” Marhaba is staffed with attractively dressed women and men who meet designated passengers after which escort them by immigration and customs.

Marhaba prints lengthy lists of people who’re scheduled to obtain this particular welcome service, which is designed to enhance buyer satisfaction. These lists are situated on the backside of an escalator, simply on the level the place vacationers should step off with their carry-on baggage and transfer shortly away from the crush of passengers descending behind them.

At that very level, the place time is brief and a spotlight is already diverted, Marhaba locations an indication stuffed with names, printed in THICK, BLACK, BLOCK CAPITAL letters with hardly any house in any respect between them. The names are troublesome to learn when one is standing nonetheless, and nearly not possible when the escalator is shifting.


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