The Weakest Link

Your customer can interact with your brand in many ways so your customer experience is only as good as your weakest link.
From the person responding to social media to your driver, tour guide or hotel receptionist, every interaction defines the customers’ expectations. 
Each person in each area must be well prepared and engage the customer in a meaningful way.
Your business can come across as both terrible and great in a customer’s mind when reading reviews. This is usually down to a singular failing in the customer experience.
A failure at any level could mean the difference between a 2-star or 5-star review.