Recently, I witnessed how a young couple was serviced in their efforts to buy a new house and to take out a mortgage. The quality of service that was offered failed dramatically at all touch points.
Thei Geurts
Thei is a European librarian who has also worked in the publishing, knowledge & information technology domain. His motto is: 'Temporibus mores sapiens sine crimine mutat.' Thei's professional profile can be found here.