How many times have you been really satisfied with the service you get as a consumer? For many of us it's not that many. In this current harsh economic environment one would have thought businesses will go all out to impress their customers to deserve their hard earned cash. Every interaction between a customer and a business holds the potential to either fortify or fracture the relationship. From a simple inquiry to a complex service request, each touchpoint shapes the customer's perception of the brand. Recent studies have also shown the pivotal role of customer experience  in shaping consumer behaviour and driving business success. Bongiwe Zwane spoke to Khosi Ncube, Customer Experience Officer at Rentoza