Customer loyalty and ‘The Art of Chen’

Who would have thought the taxi industry could teach jewellery retailers a thing or two about customer service? After a first-hand experience, Trent Leyshan believes it can.

When I left the Sydney Airport terminal on the day I met Chen, I was welcomed by the humid morning air.

I positioned myself in the cab-rank and waited in line for my ride. After a few minutes, my cab pulled up. The driver leapt out of his seat and char...

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