We continuously find ways to drive complexity out of our business. However we must not fall foul of over simplifications, as this will only mask a problem. We need to cut through the fog, and ensure that our set up is based on upon straightforward concepts that work. We must speak a clear language that seeks to demystify what we do.
It is absolutely essential that we give highly efficient (internal and external) customer service. However, efficient alone is not enough. We need to wrap our service in passion and personality. With every interaction, on every day of the every week, we must make the effort to make our customers feel good. Only if we connect with them, will they want to come back.