Wow customer service stories are essential to the growth–cultural and financial–of most companies in most industries.
Why do these over-the-top, creative acts of customer service matter? “Because stories are emotional transportation,” as Diana Oreck, a longtime leader in hospitality and customer service who is now EVP of Owner Experience for NetJets, puts it. “They’re powerful because they lead to folklore among our guests and, in the retelling, among employees as well. Service, at the end of the day, is all about making emotional connections, and there’s no way to make a connection faster than through a powerful story.”
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