The state of customer service across most of the economy is dreadful. A recent delightful experience at Patagonia proves that it doesn’t have to be that way.
I love the Patagonia story, their family and founders way of caring for their people and customers. It really comes from the top. Too many underestimate the founder’s and leaders and how important it is for them to care. When people believe in their brand and how they are ambassador of their brand it resonates all the way down to the front line employees which customers gain great customer experience. It starts with care.
They don’t take a moment to show down, reflect , look at the outcomes long term or have enough empathy to see the importance. Greed overcomes good and kind experiences.
I love the Patagonia story, their family and founders way of caring for their people and customers. It really comes from the top. Too many underestimate the founder’s and leaders and how important it is for them to care. When people believe in their brand and how they are ambassador of their brand it resonates all the way down to the front line employees which customers gain great customer experience. It starts with care.
What I don't understand is why so many leaders don't realize that great experiences can improve your bottom line!
They don’t take a moment to show down, reflect , look at the outcomes long term or have enough empathy to see the importance. Greed overcomes good and kind experiences.
GREAT story Rita!...Too bad it is more so an Exception and not a Rule. Maybe your personal story will inspire others....
Here's hoping it adds some motivation to people who offer terrible experiences to do better!