BONUS LESSON 4How Direct Opinions Got Started
A reporter called me from CBS who wanted some background stories or ideas of companies that went beyond the normal customer service experience that we are used to. She then said, “Hal, don’t give me the usual Zappos, Nordstrom, Ritz Carlton examples. I would like something that is newer or fresher.”
Here’s the problem: I really couldn’t come up with anything that stood out. Can you? What happened? Have we become so accustomed to average or poor customer service that we accept it and say, “Oh well! That is the way it is.” This is bothersome to me on so many different levels that it reminds me of why I started a highly specialized customer service satisfaction firm in the early 1980s.
Let me back up ...
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