b'ARTICLELEADING IN A CUSTOMER-ORIENTED BUSINESSBy Kerrie Hedley BVetMed CertAVP CertVBM MBA MRCVS,and Susan Goodfellow BSc Jt Hons, PGDip IDM, MCIMLeading in a Customer-Oriented Business requires leaders to understand, and be up to speed with the expectations of both their current and future customers - advancements in technology have been a key factor in evolving customer service expectations in recent years, with speed being a key word here! It is a helpful exercise to pause andeven say we learn more from these than consider a recent experience wherethe exceptional ones. Thinking about you have had an exceptional customertimes we have personally felt challenged, experience - what was it that madeunsupported, and were left feeling we it exceptional? When I thought aboutwould no longer choose to do business this, the part that really stood out towith the provider, what mistakes did they me was the human connection and themake? Where are we at risk of making trust I had in that person, but diggingthese mistakes in our practices? Could deeper, technology had been a hugesome of our practises be seen as lagging part of getting me to the point wherebehind those of other customer-oriented a memorable human connection wasbusinesses? What can we do to stay possible.ahead?We can also learn from challenging customer service experiences, some may 4www.inspiredvet.co.uk'