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UK travel retailer Lunn Poly aims to give a consistently warm reception to browsing would-be travellers.
Wish you were there? - Part 1 | Part 2
One of the central principles of customer relationship management (CRM) is the idea of consistency as it applies to an organisation’s dealings with its customers.
In particular, the customer’s experience of an organisation – and hence, to a large extent, his or her satisfaction – should not vary according to the way in which contact is made. The customer should have a single view or perception of the company – and preferably vice versa. That perception should hold whether the contact is made in person, in a shop, over the telephone, by letter or via the internet.
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International Consultants' Guide 2002
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Market Overview