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February 21, 2019

Leaving a Lasting Impression

My husband and I live in New York and one morning on his routine walk to work he spotted a wallet that belonged to a young girl from Nebraska. It was fully intact with IDs, cash, credit cards, gift cards and stuffed with a variety of personal mementos that included a cruise key card.

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Topics: Customer Experience, Collaboration, Client Service

October 11, 2018

Little Things Make a Big Impact

At some point in my life, I decided that one of my mantras would be that the little things in life can make a big impact. The risk with stating that in this blog is that people who know me can likely find many instances where I have not lived up to that mantra. Agreed, I am not always consistent with it; however, it is something that I think about often. 

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Topics: Customer Experience, Client Service, Impact, attention to detail

December 17, 2015

The Great Differentiator

A co-worker recently shared an online shopping experience with me. She purchased a high-end, metal water bottle online and it arrived scratched. She emailed the company about the scratch and returning the water bottle. Within minutes, she received an apology with notification that a replacement would be shipped out that same day. She emailed the company again and asked how to return the scratched water bottle. They just told her to keep it and asked that she recycle it if she didn’t want to keep it. 

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Topics: Customer Experience, Culture