Oct 11, 2018 10:00:00 AM

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

Dec 17, 2015 1:00:00 PM

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