I've always believed that it's the little things that really matter when it comes to excellent customer service. I'm talking about the types of thing that don't require a huge effort by an employee of a company, or a conscious thought that an action is required because of customer engagement training or a policy about customer service. It's more about the willingness and ability of the employee to know instinctively that what he or she does to address a customer need, request or concern will … [Read more...] about The long vision of SpecSavers versus the short-sightedness of Boots