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Customer Service

Customer Experience: A Child’s Ballet

December 20th, 2018

CREATING MEMORIES AT THE BALLET A mother, a longtime lover of ballet, took her son to watch his first ballet. It was a shortened ballet, ...

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Customer Experience: Car Rental Company

November 20th, 2018

A WEBSITE AND CUSTOMER EXPERIENCE DISCONNECT A father was on his way to pick up his daughter after her soccer practice, so they could ...

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Customer Experience: Cosmetics Boutique

November 6th, 2018

A PARTYGOER WHO NEEDED SERVICE QUICKLY A holiday partygoer rushed straight from her corporate office to her gym, to change out of her ...

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Customer Experience: Missed Train

September 11th, 2018

KINDNESS MAKES A BAD DAY BETTER A young businesswoman ran into a major train station to travel from Washington D.C. to New York City. ...

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Customer Experience: A Child’s Party

August 21st, 2018

A LESS-THAN-SMOOTH CELEBRATION An anxious mother had booked an indoor play area for her toddler son’s birthday. She had planned it all ...

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Customer Experience: Luxury Fashion

June 6th, 2018

LUXURY SHOPPERS EXPECT A PERSONALIZED, ELEVATED RETAIL EXPERIENCE A busy executive decided she was going to invest some of her precious ...

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Patient Experience: A New Doctor

May 3rd, 2018

A NEW DOCTOR, A NEW PATIENT EXPERIENCE A young woman moved to a new house, several miles from her old apartment. This move meant her ...

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The Worst Apology I’ve Ever Heard

April 30th, 2018

John's Perspective Service recovery is a necessary part of conducting business. Invest in executing it properly and even in the ...

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Significant Stat: Grateful for Experiential Purchases

November 22nd, 2016

Workplace Challenge “People are more grateful for what they’ve done than what they have, and that gratitude can lead to greater ...

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DOs and DON’Ts of Problem Resolution

June 8th, 2016

Something has gone wrong here—whether your product wasn’t right, your service wasn’t on time or the customer’s expectations were ...

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The Ritz-Carlton