You can feel it if a company cares about the customers as you walk into the shop. The attention to details and processes are geared up to you and your experience.
For example how do you feel when stranded on a London train station with no staff, no announcements and no trains?
In comparison how do you feel when you are rushing, standing in a Waitrose queue impatiently and the customer services person calls you to their till, takes payment and sends you on your way with a smile.
Well you can argue that Waitrose is a premium service and the TFL is not. How come we are paying premium prices for both then?
Win people, not perceptions.
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