Bad customer experience can ruin your whole day. All too often call centers put you on hold for far too long or your waiter gets your order wrong. So when we run into excellent customer experiences, we like to celebrate them and learn from what was done right. Last week, I heard this story from my colleague, Debora Haskel, about customer service that surpassed expectations.
Her team wanted to celebrate the achievement of one of its members, Laura. Earlier that week, Laura received IWCO....