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Finally read the Away story. My main reaction was: I understand this mindset for running a space mission or an ER during a crisis... but for customers of... overrated luggage? Not all customers deserve customer obsession as a corporate value
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She felt free to use all the business levers available to her in winning every family Thanksgiving board game. Except, she didn't take Thanksgiving off. She had a manager on speaker phone calling in moves. Who didn't play with the thoughtfulness expected of a manager.
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Agree. And also, customers just want the f*n luggage they paid for. The crisis in customer service comes from not serving the customer in the first place. Maybe don’t take orders you can’t fill? Or just, you know, make enough luggage?
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Nothing wrong in being customer obsessed whatever the business or product. Being an a**hole is very much a problem, though. A matching obsession for employee wellbeing, for e.g. could produce magic.