Is Your Customer Experience Like Grape Jelly?

Now, don’t get me wrong. I like grape jelly. And, you always get it with your toast or biscuit when you order breakfast at a restaurant…from the five-star gourmet type to the “what’s a star” truck stop. Can you remember the last time you had grape jelly at a restaurant? Probably not. You probably don’t recall the salt and pepper either. And, therein lies the service challenge.

There is nothing really bad about a customer experience that is like grape jelly. It is functional, meets expectations...