How an epic delivery disaster became our blueprint for excellence | David McDaid (Director of CX & Studio, END.)

In this episode of How to Love a Customer, David McDaid from END. Clothing shares the customer story that transformed his company's approach to quality - one where everything possible went wrong. Warehouse delays, customs issues, weather problems, a missing package, and finally the wrong item delivered after a week and a half.

Instead of writing it off as bad luck, David's team created an internal "quality score" system that evaluates every order against six common failure points. Their score jumped from the mid-40s to the high-90s, customer complaints dropped dramatically, and the original customer returned to thank them personally.

David also discusses why customer service teams shouldn't be cost centers and how challenger banks like Monzo are reshaping customer experience expectations across industries.

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