Managing the emotional trust (ET) of customers offers the best experience of customer service. ET is the heart of customer-centricity. When a restaurant fails to know the likes and dislikes of its patrons, it fails to win with them. Who are my key customers? What meal do they love most? What meal do they hate most? imagine a customer of over 10 years coming to his favourite restaurant, and being served meat when they are vegetarian? It would show that they are not valued and of course welcome. Beyond talking about customer service, customer centricity, organisations must be deliberate about…