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#MondayMotivation

#MondayMotivation: Doing Customer Service Right Isn’t That Complicated

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: United Got the Wrong Answer Because They Were Asking the Wrong Question. Do you agree with the maxim “the customer is always right”? It’s the cornerstone of the American customer service philosophy, and American customer service is pretty darn good by global standards. Not the best, but pretty good. But I don’t agree with that maxim for two reasons: It’s not true...

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#TBT

#TBT: All About the LUV

Happy #TBT! Here’s an oldie-but-goodie post from Jim: All About the LUV. People in arts and entertainment (but especially the arts) are fairly self-critical about their attitude toward audiences, and with good reason. The arrogance that it takes to ignore the people who are paying your bills is unattractive by almost any measure. But it’s worth saying that this dysfunction of thought is by no means limited to arts and entertainment folks. By contrast, that arrogance I was just talking about seems...

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