Hossam Aldin sent me his post below comparing Costa and Cilantro:
After he read my two posts about their customer support compared to Starbucks:
I find his post very interesting as he mentioned a critical point which is consistency. In his paragraph:
“As I left, my unconscious mind, told me not to go back. It really wasn’t the latte, it has been always tasty, not the waiters/waitresses, they actually were kind and helpful. It was that I simply can’t predict what to expect at each experience, I cannot count on the resources out there. Simply there was no consistency in my experiences. “
he said it all, if you can not predict what kind of service you will be getting from a company, you would rather not deal with it at all!