Year: 2011

The very essence of great customer service and amazing customer experience is having the proper vision of service. I’m taking the liberty of expounding on Theodore Hesburgh’s leadership thoughts and applying them to developing awesome customer service.

The problem wasn’t their fault, but it was their opportunity to fix it. And the Southwest customer service team came through yet again. While traveling with a very large group on a special Christmas party at Disneyland, we ran into unforeseen flight problems. Our group consisted of many families, most with young children.

WOW! I can’t believe we’re here already. I’ve been looking forward to this day for a while now…and here we are. Thanks to all of my Twitter followers for helping me get here. I haven’t bought followers, signed up for any crazy schemes, or switched with an already existing account. It’s all true organic Twitter…

Too often excellent customer service is seen as just doing whatever the customer asks. It isn’t. And that’s not realistic. Every organization can have excellent customer service, even those working with the most complex customer processes, if they can provide effective status updates to the customer: (As I go through these, I think of banks,…

Amazon is a great example of obsession about the customer and an innovative approach to business and customer service. I came across this video from a fellow customer service guru, Michel Falcon.

Have you ever lost something on an airplane and tried calling the airline or airport lost and found? I think that the lost and found at airports and for airlines are open for about 30 minutes 1 day of the week. You can rarely reach anyone and you almost never get your lost item back.