Communication is a complex process. If you don’t get your point across in a way the other person can easily understand, then you leave your words open to their interpretation and individual translation.
Costa is back in the news, and unfortunately it’s not because of reputation recovery efforts. Instead, staff have decided to show that the company – and National Rail – would prosecute kind behaviour.
Recent news around Costa, Starbucks and Caffè Nero has made people think twice about ordering a frappuccino – and we can’t help but wonder how the chains will tackle the resulting reputational damage.