Will Tarrant on Service: Closing the gap between brand promise and reality

What makes great service? It’s one of those things we instantly recognise when we experience it, but struggle to define. And while organisations spend huge amounts of time trying to design seamless customer experiences, the reality is that service doesn’t happen in strategy documents or training manuals. It happens in real time, between real people, in messy and unpredictable situations where eventually the playbook runs out.

Episode Overview
In this episode, Christian is joined by Will Tarrant, CEO of Freeman Group, who focus on helping organisations close the gap betw...