Are you vulnerable today? The role that vulnerability plays in the customer experience
By Carolyn Quainton in Customer, Disability, Vulnerability
“I define vulnerability as uncertainty, risk and emotional exposure.” (Brené Brown) As a customer you can often feel vulnerable. To fulfil our basic (and advanced) human needs, we’re dependent on many products and services (e.g. food, travel, electricity etc.). And if our experience as a customer is stressful, we…