Service Stories

Tuesday, April 24, 2012
Author comments:  Consumers feel extremely vulnerable in so many healthcare experiences. It actually doesn't take that much to reassure us and make us feel human, and Newton Wellesley gets way over this bar. Name of organization: Newton Wellesley Hospital Industry: Healthcare Briefly describe the... more ►

Friday, March 16, 2012
Author comments:  Progressive is a fantastic example of a company that's figured out how to deliver dramatically better service without asking its target customers to pay a dime more.  The writer captures the consumer experience here. Name of organization: Progressive Insurance Industry: Financial... more ►

Tuesday, March 6, 2012
Author comments:  The agent brought a lot of humanity to a sensitive service interaction:  looking for critters while a young family ate breakfast, still in their pajamas.  The trick is to figure out what went right here and replicate it beyond a single, emotionally intelligent employee. Name of... more ►

Tuesday, March 6, 2012
Author comments:  An otherwise fantastic experience ended on a note of disappointment when a customer was ignored on Twitter. When it comes to social media, our advice is to hang back until you're ready to really be active with it.  Once you have a public account, customers expect to be able to... more ►

Sunday, March 4, 2012
Author comments:  This was a case of episodic excellence:  one good server in a string of not-so-good ones, which is bad news for the business.  It suggests the overall model's broken. A great employee is also unlikely to stick around in an environment where her talent and instincts aren't valued... more ►