As a result of their experience today, how likely do I think it is that my customer will come back?
The key to this question is answering it with complete, sincere honesty. It relies on the person answering it to have actually put themselves in the shoes of their customer so they are able to answer the question with complete honesty. If you wanted to ‘test’ the principle, asking the same question to your customer (independently of the employee) would be fascinating.
http://www.customerexperienceupdate.com/?open-article-id=7884429&article-title=the-customer-experience-million-dollar-question--will-my-customer-come-back-&blog-domain=ijgolding.com&blog-title=ijgolding/
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