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Tag Archive: customer service experience

  1. What Makes Great Customer Service? Lessons from the Unexpected

    Some time ago, I wrote about an unfortunate customer service experience I’d had while shopping. I’m a believer in balance, though, and this week, I want to share a positive – and quite surprising – customer service interaction I had just recently. This experience really emphasized the huge difference that even small gestures can make.

  2. Agency Angle: When “Good Enough” Just Isn’t Enough

    My first boss (and my most memorable) used to say, “Achieving success is easy. The hard part is sustaining it.” Businesses can sometimes become complacent about their success. When things go consistently well for an extended time, it’s easy to develop a false sense of security, to assume that things are running smoothly because we’ve “mastered” a system and that the current growth momentum will just continue.