A heartwarming customer service story

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.

The sad world of customer service

As I have written about elsewhere, the more automation we introduce into the customer service experience, the less likely you are to offer excellent customer service. In fact, the self-serve options are so good that by the time someone reaches out to find a human being to help them, they are already super-frustrated and irritated.