The very important topic of customer service has been very much on my mind of late-what with BusinessWeek's first-ever ranking of top customer service brands on newsstands last week, as well as all the negative coverage of Jet Blue's snafu.
I love Jet Blue. They get customer service, rather the customer experience, as well as any company ever launched. But now they have become a mature enterprise and their infrastructure has to catch up. But they get it.
I was amazed to read in BusinessWeek's December 4th issue that the CEO of Campbell's, Douglas Conant, has sent out 16,000 thank you notes to his staff in his six years on the job.
16,000 notes to Campbell's employees. Hand-written no less. That's one of the most impressive examples of employee engagement I've heard of recently (and in a medium that's so old fashioned it feels positively brand-new). Since the article also talks about Campbell's growth, clearly the "personal touch" is working!.
Image: Andy Warhol
