Mediocre interactions are plaguing retail. Here’s how to fix it
Inside Retail
MARCH 20, 2024
An airline staff member walks up to me and, without eye contact or a smile, asks for my boarding pass, overrides the self-service kiosk, prints the baggage tags and tags the luggage, all in silence. Our bill arrives, and we are asked to leave a tip on a mobile payment machine that is (yep, you guessed it) dumped on the table.
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