The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

Being in Touch with Customers

First of all, and perhaps most important, the companies that own their customers know what it is that their customers want! This sounds so easy, but I found that very few companies actually practice it. Most companies think they know what their customers want, and are too happy to give it to their customers, even to the extent of forcing it down their customers’ throats. This attitude resonates in companies with which you do business today. Now that you are made aware of this, look around and notice how often you see it.

Let’s look at the banking industry as an example. Most banks now push their “free checking accounts.” Good idea . . . free is always good. Most people will take two if they’re free.

However, go ...