It is certainly true that bad experiences also get talked about - with damaging results. All the more reason why providers should be extra careful.

Some careful customer focused actions can transform a bad experience into a great one. That could make the difference between failure and success for providers at the moment.

I suspect that my expectations are higher when I think businesses should be trying even harder to keep my custom.

Equally I think that all individuals in organisations are under increased pressure. This may be because they want to keep their job, it may be because there are now fewer people covering the ground but this makes it all the more likely that mistakes will occur.

I popped into this shop in Stoke Newington that had a sticky door, smelled of woodchip and paint, had a dusty floor and workbench and a slightly round man with glasses on the end of his nose.

Reading your post I've wondered why that made me feel so reassured and I've realised it's because it gave me confidence this man knew what he was doing. The shop looked like somewhere where things happened and I wasn't expected to know what I wanted; he helped me understand what I needed.

I felt in safe, experienced hands and the price was extremely reasonable too!

I recently changed mine from a standard fixed rate repayment mortgage to a tracker one which offers me control. I can now make no penalty payments as I choose provided I pay the interest each month. The effect is remarkable... I can now see my mortgage in my online banking and I can manually try to reduce my interest payments by moving money in and out of it. I am now a participant in my mortgage - I feel in control.
Lots of banks provide similar products. I recommend them provided you are a control freak.